Customer Services Specialist - Condition Monitoring

Job Description When you join Caterpillar, you’re joining a global team that 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 don’t just 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. Career Area Product Support Job Summary We are hiring a Customer Service Specialist – Condition Monitoring to support Condition Monitoring Advisors (CMAs) in the Remote Monitoring Center. In this role, the specialist helps aggregate and correlate data across the five elements of condition monitoring—including S&O fluid analysis, equipment inspections, electronic data, repair history, and site conditions—to enable the development of timely, actionable recommendations for Caterpillar customers and dealers. These insights help customers lower owning and operating costs, improve equipment availability, reduce warranty exposure, and increase equipment management efficiency while strengthening customer loyalty, expanding enterprise market share, and supporting growth in parts and service sales. What You Will Do Answer inbound customer service inquiries, provide health analysis or troubleshooting, and redirect when appropriate. Identify issues and determine appropriate course of action for effective resolution. Process results from analysis of technical data. Understand prime product or component health or status, determine if action is needed, and define next steps. Aggregate and correlate the five elements of condition monitoring when available. Maintain working knowledge for each of the five elements with subject‑matter expertise in at least one element. Provide equipment recommendations to Caterpillar dealers and customers. Use enabling software tools and systems to prioritize and analyze condition‑monitoring data inputs. Provide information for equipment management, lead tracking, and resolution. Assist with preparing monthly reports for customers and their Caterpillar dealers. Participate in ongoing customer meetings with Caterpillar dealers, industry groups, Corporate Accounts, and DSDs as needed. Communicate verbal recommendations as required to customers and their Caterpillar dealers. Build collaborative relationships and act as a consultant with equipment‑management personnel. What You Will Have Customer Focus Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and ability to leverage that information in creating customized customer solutions. Level Working Knowledge Communicates the importance of customer needs/expectations and commits to resolving them. Researches and verifies customer needs and expectations. Solicits customer satisfaction feedback and acts on improvement opportunities. Helps link organizational objectives to customer needs and expectations. Meets regularly with customers to understand their wants, needs, and expectations. Data Gathering & Analysis Knowledge of data gathering and analysis tools, techniques, and processes; ability to collect and synthesize data from a variety of stakeholders and sources in an objective manner to reach a conclusion, goal, or judgment. Level Basic Understanding Describes alternative data gathering techniques and tools. Documents basic data gathering methodologies. Identifies the purposes of data gathering and analysis. Identifies key objectives in gathering and analyzing data. Decision Making and Critical Thinking Knowledge of the decision‑making process and associated tools and techniques; ability to accurately analyze situations and reach productive decisions based on informed judgment. Level Basic Understanding Explains characteristics and steps in an effective decision‑making process. Identifies issues and communicates with others when a decision needs to be made. Names decision makers in own environment and cites examples of past decisions. Describes types of decisions incumbent may and may not make in own job or function. Speaks/writes using correct language, mechanics, and gestures. 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. Level Working Knowledge Identifies and documents specific problems and resolution alternatives. Examines a specific problem and understands the perspective of each involved stakeholder. Develops alternative techniques for assessing accuracy and relevance of information. Helps analyze risks and benefits of alternative approaches and obtain decision on resolution. Uses fact‑finding techniques and diagnostic tools to identify problems. Top Candidate Will Also Have Previous background in heavy equipment, industrial machinery, maintenance, engineering, or condition monitoring. Demonstrated ability to interpret technical data (e.g., fluid analysis results, equipment health indicators, fault codes, inspection findings) and translate into meaningful actions. Experience using technical software tools, monitoring platforms, or data systems to prioritize, analyze, and document findings. Additional Information Relocation is not available for this position. Sponsorship is not offered for this position. Travel is less than 10%. Summary Pay Range $81,370.00 – $122,060.00 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 This position requires working onsite five days a week. #J-18808-Ljbffr Caterpillar Inc.