Digital Onboarding Advisor

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.
• Aid 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.
• Collaborate 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.
• Achieve various Caterpillar excellence goals.
• Work a standard Monday–Friday, workday 8-hour schedule, with occasional after-hours support as needed.
• Support 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.