Swoon · 1 day ago
Electronic Service Tools Product expert / Service Technology Subject Matter Expert
Peoria Metropolitan Area
Contract
Onsite
Mid Level
$34/hr - $35.77/hr
3+ years expSwoon is seeking a CMM Programmer- Manufacturing engineer for a 12 month contract role. The candidate will serve as an Electronic Service Tools Product expert, managing cases to ensure a seamless experience for customers and dealers, while also providing technical support and troubleshooting.
ConsultingLegalHuman ResourcesInformation TechnologyStaffing Agency
Responsibilities
Serves as an Electronic Service Tools Product expert / Service Technology Subject Matter Expert. Stay current with all digital products and applications
Manages cases to provide an appreciated, secure and effortless experience with customers, dealers, and internal Caterpillar for every interaction
Triage / Troubleshooting – also support to Concentrix agents
Tactical – Timely resolution and follow-up with customer & dealers
Issue identification – reports in all forms from customers, dealers, industry reps and subsidiaries
Issue investigation – basic triage, statistical analyses, basic testing and analysis of application failures, etc
Resolution of commitments – formally document issues and provide follow-up on the resolution process with dealers, customers and appropriate internal teams
Manages hand-ups/escalation paths in support of daily operations
Manages requests to the urgency defined by our service level agreements
Serves as the primary point of contact for Tier 1 for the lines of business the Digital /Prod Service Engineering supports
Supports continuous improvement efforts
Creates and updates self-service and Tier 1 support knowledge articles for digital products and applications
Analyze and develop new customer service rep training or customer self-service opportunities, based on improving customer experience, preventing lost sales, churn, and solving customer issues
Support Digital Product training for CSRs
Supports the development and maintenance of Business Rules
Validate and create process maps
Provides input to digital product and application support teams
Conducts occasional dealer and customer visits to personally provide expert technical assistance on urgent field issues for digital products and applications
Typical task breakdown: OIP Support calls/tickets
Remote Troubleshoot Support
Internal Cat ET licensing/Renewals
Section PC/ECM support
Linux/Windows PC maintenance
CWS Groups Access
DevOps Access
Section Wiki Management & Access
Section Website Admin
ECM/CA/UFO Inventory
ECM Rack Maintenance
ECM FPS Registration
Washing/Troubleshooting ECMs
Cable Maintenance
Dev tokens for Network Managers
Pyflash Network Managers
VMWare Support & Image management
L1/L2 Knowledge Documentation
Cat Part Orders
DevOps Transition Project
Relay boards/software
Qualification
Required
3-5 years' experience
Working knowledge of Information Technology Service Management (ITSM) processes
Technical Troubleshooting: Working knowledge of technical troubleshooting approaches, tools and techniques; ability to anticipate, recognize, and resolve technical issues on hardware, software, application or operation
Effective communications: The Product Service Engineer will be required to communicate with internal team members, external parties like Cat dealers and service tool users
Linux/Windows PC maintenance
Cable Maintenance
VMWare Support & Image management
Effective Communications: Working understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors
Teamwork: Working knowledge of the necessity and value of teamwork; experience with; ability to work cooperatively towards shared goals and being supportive of others at all levels
Preferred
Bachelor's degree desired, not required
ECM/CA/UFO Inventory
ECM Rack Maintenance
ECM FPS Registration
Washing/Troubleshooting ECMs
Dev tokens for Network Managers
Pyflash Network Managers
Relay boards/software
Analytical Thinking: Extensive knowledge of techniques and tools that promote effective analysis; ability to determine the root cause of organizational problems and create alternative solutions that resolve these problems
Benefits
Optional benefits
Long term contract with ability to extend or convert to full time
Company
Swoon
In 2010, Swoon launched an agile, client-focused team that is not only savvy in our core industries but elbow-deep, every day, getting to know the strongest talent in the technology and professional fields.
501-1000 employees
H1B Sponsorship
Swoon has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (2)
2022 (1)
2021 (1)
2020 (1)
Funding
Current Stage
Late StageLeadership Team
Andy Baker
Co-Founder and Leadership Advisor
Alyssa Holtz
Client Partner
Company data provided by crunchbase