Connected Solutions Coordinator, Product Performance

Connected Solutions Coordinator, Product Performance

Western States has a long legacy of providing quality equipment and excellent service to customers. Since 1956, our vision is to make our communities stronger, cleaner, and more productive, not just with our products and service – but through our people. We are committed to:

• The Power of our Purpose: "Building our Communities for a Better Tomorrow"
• Performance through our Values: SAFETY, EXCELLENCE, TEAMWORK, INTEGRITY, ACCOUNTABILITY, and INNOVATION
• Customer and Employee Care Commitments: Conveying Warm and Empathy, Actively Listening, Building Trust, and Saying Thank You

Recognized as one of the top private companies to work for, we put our employees first. We are fiercely committed to SAFETY and sending every employee, safely home, every single day. Our comprehensive benefits package and complete wellness programs include:

• Three weeks of accrued PTO to start, increases with tenure
• Company paid health care premium option for employees
• Health, dental, and vision insurance
• Wellness dollars
• 401k with company match and profit sharing
• Educational reimbursements, tool loans, and safety & tooling dollars
• Employee Assistance Program
• Paid Parental leave
• Care Leave

At Western States, we empower every employee, every day to work and promote a safe environment to ensure all employees, vendors, and clients have a safe work environment while adhering to all applicable procedures and standards. This includes maintaining clean/clutter free personal work areas and wearing the required personal protective equipment (PPE) as identified in safety policy.

Essential Functions:

• Provides administrative and technical support for Product Link and telematics systems across CAT and non-CAT equipment.
• Monitors and verify machine connectivity, data accuracy, and asset visibility using CAT platforms such as VisionLink.
• Identifies connectivity issues, data discrepancies, and reporting gaps, and coordinate resolution with internal service teams and CAT back-office personnel.
• Reviews service history, connectivity data, and system configurations to support effective issue resolution.
• Manages Product Link subscriptions, including activation, modification, auditing, and deactivation.
• Ensures subscription accuracy aligns with customer agreements, machine configurations, and Caterpillar requirements.
• Coordinates with CAT back-office personnel to resolve subscription, entitlement, and access issues.
• Ensures all connectivity-related records, subscriptions, and platform settings are accurately documented and maintained.

Customer Enablement, Support & Cross-Functional Coordination:

• Serves as an internal subject-matter resource for connectivity-related processes, standards, and platform usage.
• Onboards external customers into VisionLink, including account setup, machine association, and permission management.
• Educates customers on VisionLink features, navigation, and data interpretation to ensure effective platform adoption.
• Acts as a primary administrative contact for customers regarding VisionLink access, subscription status, and platform-related inquiries.
• Serves as a central point of contact for customers regarding connectivity data, VisionLink access, and system-related support.
• Communicates clearly and professionally with customers regarding connectivity status, platform functionality, and resolution steps.
• Supports internal service, product support, and administrative teams by providing technical insight and platform expertise.
• Translates technical connectivity information into clear, actionable guidance for both technical and non-technical stakeholders.
• Works collaboratively with field service, shop service, product support, technical services, and administrative teams.
• Coordinates directly with CAT platforms and CAT back-office representatives to ensure timely issue resolution.
• Supports dealership-wide initiatives focused on connectivity adoption, data integrity, and customer value.
• Provides feedback and insight to improve connectivity processes, customer onboarding, and support workflows.
• Utilizes prior field and connectivity experience to anticipate issues and proactively provide solutions.
• Identifies trends in customer connectivity challenges and recommend process or system improvements.
• Reduces rework and escalation by resolving issues from an informed administrative perspective.
• Contributes to continuous improvement of connectivity support and customer experience.
• Performs other duties as assigned.

Knowledge Skills and Abilities:

• Prior experience working with heavy equipment connectivity, telematics, or Product Link systems.
• Strong familiarity with CAT connectivity platforms, including VisionLink.
• Understanding of subscription-based services and entitlement management.
• Strong organizational skills and attention to detail.
• Excellent verbal and written communication skills.
• Proven ability to collaborate across multiple departments.
• Proficiency with service management systems, telematics platforms, and standard computer applications.
• Strong analytical and problem-solving abilities with a customer-focused mindset.

Education and Experience:

• Proof of high school diploma or General Education Degree (GED).
• 3-year minimum of work experience with Heavy Equipment preferred.
• 1-year minimum of comparable telematics experience required.
• 1-year minimum of customer service required.
• Must be able to communicate (speak, read, comprehend, write in English).

Physical Characteristics:

• Must be able to sit for long periods of time along with walking, standing, climbing stairs, reaching pushing, pulling, leaning and twisting.
• Must be able to meet all safety requirements for applicable safety policies.

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. It is not intended to be an exhaustive list of all responsibilities, duties, and skills required of employees in this classification.

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.