Digital Training and Knowledge Analyst Cat Customer Support

Career Area:

Job Description:

Your Work Shapes the World at Caterpillar Inc.

When you join Caterpillar yourejoining 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 dontjust 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.

Job Summary:
Identify training and developmental needs and drive suitable training initiatives that deliver on our brand promise. Responsible for the development of effective training process curriculum knowledge articles that deliver a world-class customer experience. Will lead training efforts for our Cat Customer Support team and will 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.

What You Will Do:

• Develops training materials knowledge articles and course content.
• Identifies training needs provide guidance and expertise and overall training strategy.
• Supports Caterpillars Contact Center training lead and will liaison with 3rd party training resources to ensure compliance with Caterpillar training standards.
• Deploys a wide variety of training methods.
• Creates an effective Customer Experience foundation training internally as well as through all 3rd party supplier operations globally.
• Resolves any specific problems and tailor training programs as necessary.
• Maintains a keen understanding of training trends developments and best practices.
• Works with internal departments and SMEs as required to build training materials.
• Supports hands-on and classroom training related to product support technical troubleshooting and customer relationship management actives.
• Participates in digital product NPI process as appropriate and collaborate with partner organizations as needed to execute assigned training activities.
• Creates analyzes and validates business requirements translating them into detailed functional requirements and user stories defining acceptance criteria and obtaining requirements signoff from requesting business partners.
• Supports appropriate team members in driving and/or deploying digital execution within the framework of enterprise tools processes and strategies.
• Helps manage and organize appropriate information dashboards metrics and other reports for team members to use with their partners.
• Supports digital projects that identify linkages and synergies across business units industries and/or Dealers.
• Supports proper collaboration coordination training communication and alignment among related areas projects and strategies within the team and with internal and/or Dealer partners.
• Reinforces digital awareness through communication and identity programs in global regions and multiple business units industry groups and/or Dealers.
• Supports future-focused assessment of global and industry impact related to digital programs and deployments and helps other consultants coordinate efforts.
• Assists in coordinating efforts and/or gathers information to solve issues and problems requiring careful analysis and diagnosis.
• Proactively seeks to develop personal digital acumen.
• Tracks and monitors 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.

What You Will Have:

• Effective Communications: 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.
• Problem Solving: Knowledge of approaches tools techniques for recognizing anticipating and resolving organizational operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.
• Customer Support Policies Standards and Procedures: Knowledge of the organizations customer support policies standards and procedures; ability to guide customers on all company interactions.
• Software Product Knowledge: Knowledge of technical aspects of a software products
• Technical Troubleshooting: Knowledge of technical troubleshooting approaches tools and techniques; ability to anticipate recognize and resolve technical issues on hardware software application or operation.

Considerations For Top Candidates:

• Four-year degree with experience in progressive training assignments involving classroom instruction design development and delivery of training courses and materials and/or proven experience working within a contact center environment developing training curriculum for frontline agents or as a Training lead
• Contact center experience is a strongly desired.
• Demonstrated knowledge of adult learning techniques and best practices in training delivery.
• Knowledge of Microsoft Word PowerPoint Excel and Co-Pilot
• Experience working with Contact center tools such as Salesforce or Microsoft Dynamics 365
• Solid understanding of the Business Process Outsourcing industry and how supplier relationships are governed

Summary Pay Range:

Compensation and benefits offered may vary depending on multiple individualized factors job level market locationjob-related knowledge skills individual performance and experience. Please note that salary is only one component of total compensation at Caterpillar.

Benefits:

Subject to plan eligibility terms and guidelines. This is a summary list of benefits.

• Medical dental and vision benefits*

• Paid time off plan (Vacation Holidays Volunteer etc.)*

• 401(k) savings plans*

• Health Savings Account (HSA)*

• Flexible Spending Accounts (FSAs)*

• Health Lifestyle Programs*

• Employee Assistance Program*

• Voluntary Benefits and Employee Discounts*

• Career Development*

• Incentive bonus*

• Disability benefits

• Life Insurance

• Parental leave

• Adoption benefits

• Tuition Reimbursement

* These benefits also apply to part-time employees

Any offer of employment is conditioned upon the successful completion of a drug screen.

Caterpillar is an Equal Opportunity Employer Including Veterans and Individuals with Disabilities. Qualified applicants of any age are encouraged to apply.

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