Digital Solutions Support Specialist

Who We Are

From Georgia. For Georgia. Since 1914 Yancey Bros. Co. has proudly served as the authorized Caterpillar equipment dealer for Georgia, providing our customers with the highest quality sales, parts and service. From Caterpillar heavy and compact construction equipment to on-highway trucks, we remain committed to learning more about our customers, offering equipment and support to keep up with their changing needs. This all starts with our greatest asset…our employees.

What You Will Be Doing

As the Digital Solutions Support Specialist, you will be seen as the subject expert for Caterpillar's digital suite and will act as the company contact for equipment activation, application questions, training, data utilization, and best practices. You will be the primary contact for all connected assets, internal and external. You will set up user accounts and equipment enrollments, troubleshoot, conduct testing, and provide training when needed.

Major Tasks, Responsibilities, and Key Accountabilities:

• Manage all Product Link activation requests
• Customer registration and account set up
• Perform maintenance of equipment and customer accounts
• Troubleshoot application issues
• Conduct training for application users, internal and external
• Monitor ticket queue to ensure timely resolution of issues
• Field questions regarding Caterpillar applications
• Collaborate with departments to field pricing inquiries, order tracking, returns, etc.
• Facilitate API into 3rd party platforms
• Administrative management of Dealer Services Portal and Customer Admin Tool queue
• Manage stolen, missing or damaged assets portal
• Participate in required safety program, and work in a safe manner
• Additional duties as assigned by manager

Education/Experience

• The knowledge, skills, and abilities typically acquired through the completion of a high school diploma or equivalent.

Required Qualifications/Skills

• Advanced Analysis & Documentation: Ability to perform in-depth analysis of technical and operational issues, document findings, and provide actionable insights.
• Leadership & Coaching: Skilled at mentoring Level 1 team members, fostering growth, and ensuring adherence to best practices.
• Critical Thinking & Problem Solving: Capable of identifying root causes, implementing effective solutions, and anticipating future challenges.
• Resourcefulness: Adept at leveraging tools, systems, and networks to resolve complex issues efficiently.
• Continuous Improvement Mindset: Committed to streamlining processes, improving efficiency, and enhancing customer experience.
• Excellent Communication Skills: Essential for building strong relationships with customers, technicians, and partners like Caterpillar.
• Customer Service Orientation: Demonstrates urgency and professionalism in providing superior, white-glove service.
• Report Creation & Enhancement Management: Ability to generate accurate reports, track performance metrics, and manage system enhancement requests.
• Teamwork & Independence: Thrives in collaborative environments while maintaining autonomy in managing responsibilities.
• Computer/internet savvy
• Strong proficiency in Microsoft Excel
• Ability to communicate technical issues to both internal and external customers
• Strong communication and customer service orientation
• Ability to thrive in a fast-paced environment, effectively prioritize tasks, and manage multiple responsibilities simultaneously while maintaining accuracy and professionalism

Preferred Qualifications/Skills

• Experience with construction equipment, telematics, and fleet management
• Experience with Caterpillar dealer systems and digital platforms

Environmental Job Requirements

Environment

• Most of your time is spent sitting at a computer.
• Willing to work in a climate-controlled environment with moderate noise levels and vibrations carried over from the shop.

Physical

• Will require appropriate Personal Protection Equipment to be worn in safety sensitive areas.
• Occasionally lift, carry, and lower up to 15 lbs.

Who We Are Looking For

We are a leading Caterpillar dealer committed to delivering exceptional products, services, and digital experiences to our customers across construction, agriculture, and industrial sectors.