Caterpillar's Electric Power Division (EPD) needs to provide technical assistance for standard and non-standard systems, warranty efforts, and remedial repairs to their customers. This role will address urgent technical issues and ensure customer satisfaction with EPD's integrated solutions, parts, and services.
Requirements
- Ability to understand, assemble and/or wire to diagrams / schematics with precise detail.
- Previous troubleshooting experience in a call center environment.
- Beginner to intermediate knowledge of Microsoft Office.
Responsibilities
- In a call center environment provide technical support, troubleshooting, and resolve urgent technical issues help requests via email, CRM, and/or by phone.
- Stay current with training on all new and updated systems and equipment.
- Assists with Parts Ordering and Warranty Analysis.
- Assists with developing training materials and training users on software and hardware.
- Possesses a thorough knowledge of ATS, Switchgear, and other systems.
- Monitor status of Helpdesk Tickets, CAT-ISO (RFQ and Orders), and SWGR_DPSC@cat.com
- Identifies and escalates complex issues to management.
Other
- High School diploma or GED.
- At least 1-3 years of experience working in the customer service industry, problem solving trouble shooting, and/or mechanical assembly.
- Ability to work well in a team environment.
- Ability to sit and/or stand for prolonged periods.
- Ability to perform repetitive operations.
