Digital Solutions Admin

Digital Solutions Support Administrator

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 assetour employees.

The Digital Solutions Support Administrator supports Yancey Bros.' digital transformation initiatives by providing account administration, application access management, order support, customer onboarding, reporting coordination, and application troubleshooting services for customers and associates. This role serves as the primary point of coordination for digital support activities, ensuring a seamless customer experience while driving adoption and effective use of Caterpillar and Yancey digital solutions.

Primary Responsibilities:

• Coordinate customer pre-registration and onboarding activities for digital platforms including PCC, VisionLink, Cat Central, and other Caterpillar applications.
• Create and maintain customer application access for PCC, VisionLink, Cat Central, VST, SIS2GO, and related systems.
• Create and maintain associate application access, permissions, settings, and account associations.
• Troubleshoot customer and associate account issues including login failures, account associations, permissions, and user-profile settings.
• Create and manage Customer Contact IDs (CCIDs) and ensure proper alignment with customer organizations and digital applications.
• Maintain accurate account records and ensure data integrity across Caterpillar and Yancey business systems.

Order Management & Customer Onboarding:

• Serve as the primary coordinator for Freshservice support tickets by documenting requests, routing issues, tracking status, and communicating updates.
• Manage PCC operational reporting including Daily Tracker updates, DBOB reporting, promotional code tracking, and other business reporting requirements.
• Perform Instant Access reconciliation activities to ensure customer access aligns with subscription and entitlement records.
• Create and maintain customer cash accounts to support digital commerce transactions.
• Coordinate Cat Credit account setup and facilitate customer enrollment activities.
• Distribute customer onboarding packages and ensure all required setup activities are completed.
• Manage welcome package distribution to support customer adoption and successful activation of digital solutions.

Application Support, Enhancements & Troubleshooting:

• Document and route customer hand-up requests including inquiries, quote requests, sales opportunities, and technical escalations to the appropriate owner.
• Coordinate application enhancement requests by gathering business requirements, documenting user feedback, and communicating needs to application owners and stakeholders.
• Troubleshoot application access, registration, setup, and configuration issues across Caterpillar and Yancey digital platforms.
• Track recurring issues and recommend process improvements to enhance customer experience and operational efficiency.
• Support user acceptance testing (UAT) activities and validation of application enhancements when required.

Customer Experience & Business Support:

• Deliver timely, professional support through phone, email, chat, and ticketing channels.
• Partner with Sales, Product Support, Parts, Service, Operations, and IT teams to ensure prompt resolution of customer issues.
• Develop documentation and knowledge resources to improve self-service capabilities and reduce support friction.
• Maintain a customer-first mindset focused on improving adoption, usability, and overall digital experience.
• Perform additional duties as assigned.

Additional Responsibilities:

• Strong customer-service orientation with professional verbal and written communication.
• High attention to detail, strong follow-through, and ability to keep records accurate across multiple systems.
• Ability to prioritize requests, coordinate tickets, and work efficiently in a fast-paced support environment.
• Comfort learning digital tools, account-management workflows, reporting trackers, and application troubleshooting steps.
• Proficiency with Microsoft Office; experience with CRM, ticketing, reporting, or Caterpillar digital systems preferred.
• Ability to collaborate effectively with employees and leaders across Sales, Product Support, Parts, Service, IT, Operations, and Digital teams.
• Ability to work independently, ask clarifying questions, document decisions, and close the loop with customers and stakeholders.

Who We Are Looking For:

To be successful in this position you should have prior experience in digital support, help desk, order support, and business operations. This position also requires someone who enjoys talking to people, developing relationships with customers and working in a team environment.

Education/Experience:

• High school diploma required.
• 35 years of administrative, customer service, digital support, help desk, order support, or business operations experience preferred.
• Experience supporting customer accounts, data quality, SaaS or web applications, dealer systems, CRM, ticketing systems, or equipment-related digital tools preferred.

Required Qualifications/Skills:

• Leadership, Vision, Competitiveness and Sense of Urgency
• Strong accountability and initiative
• Excellent interpersonal and communication skills
• Presentation Skills, Organization Skills and Advanced problem solving capabilities
• Strong Teamwork Skills
• PC proficiency

Physical Demands/Environmental Conditions:

• Occasionally Lift/Carry/Lower 1 15 Lbs, seldom Lift/Carry/Lower 15 30 Lbs, never Lift/Carry/Lower +30 Lbs.
• Climate controlled environment. Work under florescent lighting. Moderate noise levels. Possible noise and vibrations carried over from the shop.

Values:

• Safety: We value the lives and health of our team and customers above all else.
• Integrity: We are ethical and trustworthy, demonstrate respect for others, and communicate truthfully and promptly.
• Teamwork: We work as one across our organization for the benefit of our customers.

Ideal candidates will demonstrate the following values:

• Acting in a safe manner
• Exhibiting honesty and integrity
• Acting in a fair and ethical manner
• Team mentality
• Delivering quality results
• Embraces change / improvement
• Exhibiting superior customer service skills
• Exhibiting pride and ownership
• Working with a sense of urgency
• Exhibiting a winning attitude

What We Offer:

Yancey Bros. Co. offers a full benefits package that includes aggressive compensation levels, technician tool allowances, full medical, vision and dental coverage, employee wellness programs, paid vacations and more.

Competitive Pay Structure:

• Competitive Pay
• Individual Bonus Opportunities Available
• Technician Tool Allowance
• 401k Plan Strong Company Match
• Employee Profit Sharing
• Financial Wellness Coaching

Employee Wellness Program:

• Medical, Vision, Dental Insurance
• Prescription Drug Coverage
• Flexible Spending Accounts
• Short & Long Term Disability
• Group Life Insurance

Personal Time Off:

• Paid Holidays
• Paid Sick Leave

Career Development:

• Tuition Reimbursement
• Ongoing Training
• Advancement Opportunities

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.