Technical Support Associate

Caterpillar - Houston, TX

Full-time

Hybrid - Houston, TX

Machinery Manufacturing

About the position

The Technical Support Associate at Caterpillar Inc. plays a crucial role in supporting Cat Remote Fleet Vision by delivering exceptional customer service across various sectors including oil and gas, marine, and energy and transportation. This position is responsible for providing tier 2 support for digitally connected machines and equipment, ensuring a world-class customer experience while addressing technical inquiries and troubleshooting issues remotely.

Responsibilities

• Provide input to Service Operations Specialists for service process improvements and systems.
• Answer technical inquiries from dealers and customers.
• Offer remote support for installation and troubleshooting of company equipment.
• Develop relationships with customers and field technicians to enhance service delivery.
• Ensure complete resolutions to customer issues through process adherence and documentation.
• Generate and respond to support inquiries, documenting actions taken and customer interactions.
• Collaborate with team members and escalate issues when necessary.
• Provide customer support through phone, email, and chat.

Requirements

• Knowledge of customer service concepts and techniques.
• Understanding of effective communication tools and techniques.
• Ability to recognize and resolve operational or process problems.
• Knowledge of relationship management techniques.
• Technical knowledge related to hardware, software, networking, and troubleshooting.

Nice-to-haves

• Experience in a call center environment.
• Familiarity with heavy equipment and communication protocols (J1939, MODBUS).
• Experience with connectivity and digital equipment troubleshooting.
• Intermediate skills in networking and connectivity troubleshooting.

Benefits

• Flexible hybrid work environment
• Career development opportunities with emerging technologies