Product Support Engineer 2

Cullerton Group has a new opportunity for a Product Support Engineer 2 in Peoria, IL. The work will be done 1 day onsite and the rest will be work-from-home. This is a long term contract. It can lead to permanent employment with our customer. Compensation is $87,000/yr + OT including benefits, vision, dental, health insurance, 401K and holiday pay. Cullerton Group will provide sponsorship.

• Serves as an eCommerce workstream Product expert / Subject Matter Expert. Stays current with all digital products and applications associated with their respective workstream
• Manages cases to provide an appreciated, secure and effortless experience with customers, dealers, and internal Caterpillar for every interaction.
• Triage / Troubleshooting – also support to Tier 1 Supplier agents
• Tactical – Timely resolution and follow-up with customer & dealers
• Issue identification – reports in all forms from customers, dealers, industry reps and subsidiaries.
• Issue investigation – basic triage, statistical analyses, basic testing and analysis of application failures, etc.
• Resolution of commitments – formally document issues and provide follow-up on the resolution process with dealers, customers and appropriate internal teams.
• Manages hand-ups/escalation paths in support of daily operations.
• Manages requests to the urgency defined by our service level agreements.
• Serves as the primary point of contact for Tier 1 for the lines of business the Digital /Prod Service Engineering supports.
• Supports continuous improvement efforts.
• Creates and updates self service and Tier 1 support knowledge articles for digital products and applications.
• Analyze and develop new customer service rep training or customer self-service opportunities, based on improving customer experience, preventing lost sales, churn, and solving customer issues.
• Support Digital Product training for CSRs
• Supports the development and maintenance of Business Rules
• Validate and create process maps
• Provides input to digital product and application support teams.
• Conducts occasional dealer and customer visits to personally provide expert technical assistance on urgent field issues for digital products and applications.
• Employee is also responsible for performing other job duties as assigned by management from time to time.

Education & Experience Required:

• Preferred college or university degree, technical certification and/or equivalent experience.
• At least 2 years of experience in product service support, application support, or equivalent support work.

Technical Skills

(Required)

• Interpersonal skills to deal with sensitive, emotional or potentially controversial situations.
• Ability to influence behavior change in people (including customers, suppliers, other employees, dealers, etc.) and/or obtain the cooperation and commitment of others as needed
• This position should be familiar with project management methodologies as they will participate in multiple projects representing expertise for the application or process.
• Experience with the use of Salesforce, specifically for Customer Relationship Management
• Experience in Contact Center Operations, specifically related to customer experience and/or customer support
• Vendor Management experience