Customer Application Trainer

About the role

Milton CAT is seeking a Customer Application Trainer to join the Product Support Team. This role supports, optimizes, and expands the use of customer applications across the dealership's customer base, serving as the primary internal and external resource for telematics support, performance monitoring, and customer training on applications such as VisionLink, CAT Inspect, and CAT Central.

Responsibilities

• Provide frontline support for ProductLink/VisionLink and other Caterpillar application related inquiries from customers and internal teams
• Aid customers with account setup, asset visibility, subscriptions, and dashboard configuration
• Diagnose and resolve telematics hardware and connectivity issues
• Coordinate with Caterpillar technical support for escalated issues
• Train customers on new technologies, ensuring confident adoption and effective use
• Develop and maintain training materials, documentation, and best practices
• Ensure customers understand features including health alerts, utilization tracking, preventative maintenance scheduling, productivity analytics, fuel and idle reporting, and more
• Identify opportunities to increase VisionLink subscription penetration
• Support CVA and Services Commitment initiatives through telematics utilization
• Partner and assist the Condition Monitoring and SOS team in translating telematics data into customer value
• Research event/fault codes using SIS 2.0 and provide recommendations to Product Support representatives

Qualifications

• High school diploma or (GED) equivalent
• Ability to work collaboratively across teams and departments
• Proficient use of laptop and mobile technology with advanced utilization of Microsoft Office products including Excel, Word, PowerPoint, Dynamics CE (or other leading CRM platform), and ERP systems
• Able to attend in-person and virtual working sessions
• Demonstrated ability to quickly learn and apply new technologies or tools relating to large equipment and fleet performance
• Strong communication skills, with the ability to explain technical concepts to non-technical audiences
• Experience training, supporting, or guiding customers or end users
• Problem-solving mindset with the ability to navigate ambiguity and change

Preferred Skills And Competencies

• Working knowledge of Caterpillar products
• Previous experience in the construction industry