Senior Digital Technical Support Engineer – Construction Technology

• Identify, investigate, monitor, and resolve customer issues for Construction Industries products
• Support technical tasks related to business processes and applications
• Assist in gathering and analyzing business requirements and identifying technical gaps
• Participate in troubleshooting, root cause analysis, and issue resolution
• Follow defined processes for risk assessment, corrective actions, and quality checks
• Share customer feedback with internal teams to improve products and services
• Support onboarding new products into the Construction Industries Helpline
• Stay current on product updates, releases, and system changes to ensure effective support coverage
• Develop and maintain working relationships with business partner technical support personnel
• Serve as the primary escalation point for technical issues

• Knowledge of customer-focused practices and ability to create customized customer solutions
• Understanding of effective communication concepts, tools, and techniques
• Knowledge of systems thinking and critical interdependencies among system elements
• Knowledge of business intelligence and related processes and technologies
• Knowledge of basic application design activities and deliverables
• Knowledge of technical troubleshooting approaches, tools, and techniques
• Experience with documentation and knowledge sharing
• Experience with Earthmoving and Heavy Equipment technology, including Grade Control (2D/3D) and Payload
• Experience with Detect & Safety Systems
• Technical knowledge of Cat Command, Product Link, Vision Link, Cat machines, engines, and generators
• Mechanical aptitude and ability to understand machine systems, components, and operational behavior preferred
• Experience with CRM tools, Salesforce, or MS Dynamics preferred
• Visa sponsorship is not available for this position
• Successful completion of a drug screen required as a condition of employment

Demonstrates expertise in customer-focused practices and technical troubleshooting, with a strong understanding of business intelligence processes and application design. Capable of developing relationships with technical support personnel and effectively communicating solutions to enhance customer satisfaction.

• Customer-Focused Practices
• Technical Troubleshooting
• Business Intelligence
• Earthmoving and Heavy Equipment Technology
• CRM Tools

• Technical Troubleshooting Approaches
• Application Design Activities
• Business Requirements Analysis
• Root Cause Analysis
• Quality Checks
• Mechanical Aptitude
• Grade Control (2D/3D)
• Payload Technology
• Detect & Safety Systems
• Documentation and Knowledge Sharing

• Effective Communication
• Relationship Building

• Construction Industries
• Customer Solutions
• Technical Support
• System Changes
• Operational Behavior

• Salesforce
• MS Dynamics
• Cat Command
• Product Link
• Vision Link