Digital Solutions Support Specialist

Description

Who We Are:

From Georgia. For Georgia. Since 1914 Yancey Bros. Co. has proudly served as the authorized Caterpillar equipment dealer for Georgia, providing our customers with the highest quality sales, parts and service. From Caterpillar heavy and compact construction equipment to on-highway trucks, we remain committed to learning more about our customers, offering equipment and support to keep up with their changing needs.

This all starts with our greatest asset…our employees.

As the Digital Solutions Support Specialist, you will be seen as the subject expert for Caterpillar's digital suite and will act as the company contact for equipment activation, application questions, training, data utilization, and best practices. You will be the primary contact for all connected assets, internal and external. You will set up user accounts and equipment enrollments, troubleshoot, conduct testing, and provide training when needed.

• Manage all Product Link activation requests
• Customer registration and account set up
• Perform maintenance of equipment and customer accounts
• Troubleshoot application issues
• Conduct training for application users, internal and external
• Monitor ticket queue to ensure timely resolution of issues
• Field questions regarding Caterpillar applications
• Collaborate with departments to field pricing inquiries, order tracking, returns, etc.
• Facilitate API into 3 rd party platforms
• Administrative management of Dealer Services Portal and Customer Admin Tool queue
• Manage stolen, missing or damaged assets portal
• Participate in required safety program, and work in a safe manner
• Additional duties as assigned by manager

• The knowledge, skills, and abilities typically acquired through the completion of a high school diploma or equivalent.

• Advanced Analysis & Documentation: Ability to perform in-depth analysis of technical and operational issues, document findings, and provide actionable insights.
• Leadership &
  
  Coaching:
  
  Skilled at mentoring Level 1 team members, fostering growth, and ensuring adherence to best practices.
• Critical Thinking & Problem Solving: Capable of identifying root causes, implementing effective solutions, and anticipating future challenges.
• Resourcefulness: Adept at leveraging tools, systems, and networks to resolve complex issues efficiently.
• Continuous Improvement Mindset: Committed to streamlining processes, improving efficiency, and enhancing customer experience.
• Excellent Communication
  
  Skills:
  
  Essential for building strong relationships with customers, technicians, and partners like Caterpillar.
• Customer Service Orientation: Demonstrates urgency and professionalism in providing superior, white-glove service.
• Report Creation & Enhancement Management: Ability to generate accurate reports, track performance metrics, and manage system enhancement requests.
• Teamwork & Independence: Thrives in collaborative environments while maintaining autonomy in managing responsibilities.
• Computer/internet savvy
• Strong proficiency in Microsoft Excel
• Ability to communicate technical issues to both internal and external customers
• Strong communication and customer service orientation
• Ability to thrive in a fast-paced environment, effectively prioritize tasks, and manage multiple responsibilities simultaneously while maintaining accuracy and professionalism

• Experience with construction equipment, telematics, and fleet management
• Experience with Caterpillar dealer systems and digital platforms
• Most of your time is spent sitting at a computer.
• Willing to work in a climate-controlled environment with moderate noise levels and vibrations carried over from the shop.

Physical:

• Will require appropriate Personal Protection Equipment to be worn in safety sensitive areas.
• Occasionally lift, carry, and lower up to 15 lbs.

We are a leading Caterpillar dealer committed to delivering exceptional products, services, and digital experiences to our customers across construction, agriculture, and industrial sectors.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights notice from the Department of Labor.