Altorfer Cat - Addison, IL
posted about 2 months ago
The Onboarding Specialist at Altorfer CAT will play a crucial role in ensuring a seamless onboarding experience for customers utilizing our digital products and services. This position is designed to provide a coordinated and consistent approach to onboarding, deploying, and driving the adoption of these digital solutions. The Onboarding Specialist will work closely with the Sales Department, specifically with Product Support Sales Representatives (PSSR's) and Machine Sales Representatives (MSR's), to deliver solutions that enhance client satisfaction through our various digital platforms. In this role, the Onboarding Specialist will be responsible for facilitating the onboarding process for customers after the delivery of their machines. This includes liaising between Product Support and the Sales Department to ensure that customers are effectively onboarded onto all digital platforms, such as the Product Control Center (PCC), Machine Control Center (MCC), The New Vision Link, and Cat Inspect. The Specialist will also be tasked with obtaining customer consent for the Cat Digital Policy and collecting necessary end-user information to create Customer Web Services (CWS), User Customer ID (UCID), and Dealer Customer Number (DCN) to properly subscribe machines with Product Link. It is essential that these steps are completed within ten days of machine delivery. Additionally, the Onboarding Specialist will perform follow-ups with customers to ensure they are engaged with the digital products and will generate monthly reports to monitor the success of customer onboarding. The role also includes providing support to the Manager on the Digital Excellence Program and administering the Dealer Maintenance Tool (DMT). The Specialist will provide Tier II support for Cat Customer Care, both in-app and locally, establishing professional relationships with appropriate customer personnel. Other job duties may be assigned as necessary.