EPITEC · 16 hours ago
Product Support Engineer 2
Chillicothe, IL
Contract
Onsite
Mid Level
$45/hr - $45/hr
3+ years expEPITEC is seeking a Product Support Engineer 2 who serves as a Service Technology Subject Matter Expert for Caterpillar’s Electronic Service Tools. This role provides Tier 3 product support to dealers, customers, and internal teams, managing cases from intake through resolution while ensuring a seamless customer experience.
Human ResourcesInformation TechnologyStaffing Agency
Responsibilities
Serve as a Product Expert and Service Technology Subject Matter Expert for Electronic Service Tools
Act as primary Tier 1 escalation point for supported lines of business
Manage and resolve customer, dealer, and internal Caterpillar cases
Perform triage, troubleshooting, and issue investigation
Support Concentrix agents as needed
Conduct basic testing, analysis, and statistical review of application failures
Document issues, resolutions, and follow-ups with dealers, customers, and internal teams
Manage escalation paths and service level agreement (SLA) commitments
Create, update, and maintain self-service and Tier 1 knowledge articles
Support Digital Product and CSR training initiatives
Analyze opportunities to improve customer experience, reduce churn, and prevent lost sales
Support business rules development and process mapping
Provide input to digital product and application support teams
Conduct occasional dealer and customer site visits for urgent technical issues
Participate in continuous improvement, automation efforts, and reduction of technical debt
Qualification
Required
3–5 years of relevant experience required
Bachelor's degree desired, not required
Open to all degree types
Master's degree considered overqualified
Working knowledge of Information Technology Service Management (ITSM) processes
Technical troubleshooting of hardware, software, applications, and operational issues
Effective communication with internal teams, Caterpillar dealers, and service tool users
Linux and Windows PC maintenance
Cable maintenance
VMWare support and image management
Effective communication skills (written and verbal)
Ability to accurately interpret and convey technical information
Strong teamwork and collaboration skills
Preferred
ECM/CA/UFO inventory management
ECM rack maintenance
ECM FPS registration
Washing and troubleshooting ECMs
Dev tokens for Network Managers
Pyflash Network Managers
Relay boards and software
Analytical thinking
Root cause analysis and solution development
Company
EPITEC
Epitec is a premier technology services and professional staffing company.
1001-5000 employees
H1B Sponsorship
EPITEC 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
2025 (189)
2024 (148)
2023 (154)
2022 (266)
2021 (203)
2020 (172)
Funding
Current Stage
Late StageLeadership Team
Mark Ruma
Chief Operating Officer (COO)
Company data provided by crunchbase