Digital Training and Analyst; Cat Customer Support

Job Description

Your Work Shapes the World at Caterpillar Inc.

When you join Caterpillar, you're joining a global team who cares not just about the work we do – but also about each other. We are the makers, problem solvers, and future world builders who are creating stronger, more sustainable communities. We don’t just talk about progress and innovation here – we make it happen, with our customers, where we work and live.

Together, we are building a better world, so we can all enjoy living in it.

Technology, Digital and Data

Cat Digital is the digital and technology arm of Caterpillar Inc., leveraging the latest technologies to build industry‑leading digital solutions for our customers and dealers. With over 1.5 million connected assets worldwide, our teams use data, technology, advanced analytics, telematics and AI capabilities to help our customers build a better, more sustainable world.

Identify training and developmental needs and drive suitable training initiatives that deliver on our brand promise. Responsible for the development of effective training processes, curriculum, and knowledge articles that deliver a world‑class customer experience. Will lead training efforts for our Cat Customer Support team and partner with 3rd‑party contact centers in leading new program startups and ongoing operations. Will ensure a seamless handoff of all training and quality‑related activities to our 3rd‑party suppliers and will work to develop regular reviews of all knowledge articles and curriculum materials.

• Develop training materials, knowledge articles, and course content.
• Identify training needs, provide guidance and expertise, and establish overall training strategy.
• Support Caterpillar’s Contact Center training lead and liaise with 3rd‑party training resources to ensure compliance with Caterpillar training standards.
• Deploy a wide variety of training methods.
• Create an effective Customer Experience foundation training internally as well as through all 3rd‑party supplier operations globally.
• Resolve specific problems and tailor training programs as necessary.
• Maintain a keen understanding of training trends, developments, and best practices.
• Work with internal departments and SMEs as required to build training materials.
• Support hands‑on and classroom training related to product support, technical troubleshooting, and customer relationship management activities.
• Participate in digital product NPI process as appropriate and collaborate with partner organizations as needed to execute assigned training activities.
• Create, analyze, and validate business requirements, translating them into detailed functional requirements and user stories, defining acceptance criteria, and obtaining requirements signoff from requesting business partners.
• Support appropriate team members in driving and/or deploying digital execution within the framework of enterprise tools, processes, and strategies.
• Help manage and organize appropriate information, dashboards, metrics, and other reports for team members to use with their partners.
• Support digital projects that identify linkages and synergies across business units, industries and/or dealers.
• Support proper collaboration, coordination, training, communication and alignment among related areas, projects, and strategies within the team and with internal and/or dealer partners.
• Reinforce digital awareness through communication and identity programs in global regions and multiple business units, industry groups and/or dealers.
• Support future‑focused assessment of global and industry impact related to digital programs and deployments, and help other consultants coordinate efforts.
• Assist in coordinating efforts and/or gather information to solve issues and problems requiring careful analysis and diagnosis.
• Proactively seek to develop personal digital acumen.
• Track and monitor progress, typically via metrics reporting. Other job duties assigned, as needed.

Travel up to 25% of the time may be required. Requires travel, sometimes global, to facilitate training of front‑line contact center agents or 3rd‑party training leads.

• Effective…