Digital Onboarding Advisor

Description

Are you someone who gets genuinely excited about technology and loves helping others understand it? Do you enjoy working directly with customers to create a smooth, positive experience? If so, Wheeler Machinery is looking for a motivated, customer-focused individual to support and promote Caterpillar’s suite of digital applications.

In this role, you’ll proactively connect with customers by phone, email, and in person to encourage adoption and effective use of platforms such as Parts.Cat.Com, VisionLink, and Cat Central. Your goal will be to set up user access, answer questions, and help them find real value from these tools.

Duties & Responsibilities: 

• Maintain a zero-accident  environment, consistently prioritizing safety in all activities.
• Proactively  contact customers by phone, email, and in person to create and manage user credentials for Caterpillar digital applications, including VisionLink and Cat Central.
• Serve as the first point of contact for customer support related to passwords, login issues, and other back-office needs for Caterpillar applications.
• Assist in developing effective processes to track and analyze customer usage of Caterpillar digital tools.
• Provide backup support to our PartStore Coordinator, including online registrations, access setup, and customer assistance.
• Coordinate with our Product Support and Machine Sales Representatives to ensure our customers have the appropriate access and support for Caterpillar digital applications.
• Establish and refine business processes that help customers integrate Caterpillar’s digital tools into their daily operations.
• Contribute to creating a positive, seamless digital experience for Wheeler Machinery customers.
• Support team-wide and company-wide process improvement initiatives.
• Assist the team in achieving various Caterpillar excellence goals.
• Work a standard Monday–Friday, workday 8-hour schedule, with occasional after-hours support as needed.
• Provide support to other Wheeler departments with digital initiatives and equipment management tasks.
• Travel periodically to Wheeler branch locations and customer sites to provide in-person support, including occasional overnight travel outside the Wasatch Front.

Required Qualifications: 

• Ability to work in a zero-accident environment.
• Ability to work well within a team environment.
• Ability to communicate timely, proactively, and effectively in person, over the phone, and electronically.
• Ability to see continuous improvement opportunities.
• Analytical thinking and problem-solving skills.
• Good organizational skills combined with the ability to effectively multitask.
• Proficient use of Microsoft Office applications.
• Proficient in using mobile devices (iPhone, Android, tablets, etc.) and mobile apps.
• Applicant will be required to safely drive a company vehicle to visit Wheeler branch stores and customer worksites and locations as needed.
• High school diploma or equivalent.

Preferred Qualifications: 

• Familiar with various Caterpillar digital applications.
• Caterpillar dealership experience.
• Sales and/or product support experience in a technology-related field.
• I.T. Helpdesk or similar technology-related customer support experience.

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Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c).