Digital Solutions Admin

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.

The Digital Solutions Support Administrator supports Yancey Bros.' digital transformation initiatives by providing account administration, application access management, order support, customer onboarding, reporting coordination, and application troubleshooting services for customers and associates. This role serves as the primary point of coordination for digital support activities, ensuring a seamless customer experience while driving adoption and effective use of Caterpillar and Yancey digital solutions.

• Account Management
  • Coordinate customer pre-registration and onboarding activities for digital platforms including PCC, Vision Link, Cat Central, and other Caterpillar applications.
  • Create and maintain customer application access for PCC, Vision Link, Cat Central, VST, SIS2GO, and related systems.
  • Create and maintain associate application access, permissions, settings, and account associations.
  • Troubleshoot customer and associate account issues including login failures, account associations, permissions, and user-profile settings.
  • Create and manage Customer Contact IDs (CCIDs) and ensure proper alignment with customer organizations and digital applications.
  • Maintain accurate account records and ensure data integrity across Caterpillar and Yancey business systems.
• Order Management & Customer Onboarding
  • Serve as the primary coordinator for Fresh service support tickets by documenting requests, routing issues, tracking status, and communicating updates.
  • Manage PCC operational reporting including Daily Tracker updates, DBOB reporting, promotional code tracking, and other business reporting requirements.
  • Perform Instant Access reconciliation activities to ensure customer access aligns with subscription and entitlement records.
  • Create and maintain customer cash accounts to support digital commerce transactions.
  • Coordinate Cat Credit account setup and facilitate customer enrollment activities.
  • Distribute customer onboarding packages and ensure all required setup activities are completed.
  • Manage welcome package distribution to support customer adoption and successful activation of digital solutions.
• Application Support, Enhancements & Troubleshooting
  • Document and route customer hand-up requests including inquiries, quote requests, sales opportunities, and technical escalations to the appropriate owner.
  • Coordinate application enhancement requests by gathering business requirements, documenting user feedback, and communicating needs to application owners and stakeholders.
  • Troubleshoot application access, registration, setup, and configuration issues across Caterpillar and Yancey digital platforms.
  • Track recurring issues and recommend process improvements to enhance customer experience and operational efficiency.
  • Support user acceptance testing (UAT) activities and validation of application enhancements when required.
• Customer Experience & Business Support
  • Deliver timely, professional support through phone, email, chat, and ticketing channels.
  • Partner with Sales, Product Support, Parts, Service, Operations, and IT teams to ensure prompt resolution of customer issues.
  • Develop documentation and knowledge resources to improve self-service capabilities and reduce support friction.
  • Maintain a customer-first mindset focused on improving adoption, usability, and overall digital experience.
  • Perform additional duties as assigned.

• Strong customer-service orientation with professional verbal and written communication.
• High attention to detail, strong follow-through, and ability to keep records accurate across multiple systems.
• Ability to prioritize requests, coordinate tickets, and work…