Digital Solutions Admin

About the role

The Digital Solutions Support Administrator supports Yancey Bros.' digital transformation initiatives by providing account administration, application access management, order support, customer onboarding, reporting coordination, and application troubleshooting services for customers and associates.

Primary Responsibilities

• Account Management
• Create and maintain customer application access for PCC, VisionLink, Cat Central, VST, SIS2GO, and related systems.
• Create and manage Customer Contact IDs (CCIDs) and ensure proper alignment with customer organizations and digital applications.
• Maintain accurate account records and ensure data integrity across Caterpillar and Yancey business systems.
• Order Management & Customer Onboarding
• Serve as the primary coordinator for Freshservice support tickets by documenting requests, routing issues, tracking status, and communicating updates.
• Manage PCC operational reporting including Daily Tracker updates, DBOB reporting, promotional code tracking, and other business reporting requirements.
• Create and maintain customer cash accounts to support digital commerce transactions.
• Cat Credit account setup and facilitate customer enrollment activities.
• Distribute customer onboarding packages and ensure all required setup activities are completed.
• Manage welcome package distribution to support customer adoption and successful activation of digital solutions.
• Application Support, Enhancements & Troubleshooting
• Document and route customer hand-up requests including inquiries, quote requests, sales opportunities, and technical escalations to the appropriate owner.
• Coordinate application enhancement requests by gathering business requirements, documenting user feedback, and communicating needs to application owners and stakeholders.
• Troubleshoot application access, registration, setup, and configuration issues across Caterpillar and Yancey digital platforms.
• Track recurring issues and recommend process improvements to enhance customer experience and operational efficiency.
• Support user acceptance testing (UAT) activities and validation of application enhancements when required.
• Customer Experience & Business Support
• Deliver timely, professional support through phone, email, chat, and ticketing channels.
• Partner with Sales, Product Support, Parts, Service, Operations, and IT teams to ensure prompt resolution of customer issues.
• Develop documentation and knowledge resources to improve self-service capabilities and reduce support friction.
• Maintain a customer-first mindset focused on improving adoption, usability, and overall digital experience.

Additional Responsibilities

• Strong customer-service orientation with professional verbal and written communication.
• High attention to detail, strong follow-through, and ability to keep records accurate across multiple systems.
• Ability to prioritize requests, coordinate tickets, and work efficiently in a fast-paced support environment.
• Comfort learning digital tools, account-management workflows, reporting trackers, and application troubleshooting steps.
• Proficiency with Microsoft Office; experience with CRM, ticketing, reporting, or Caterpillar digital systems preferred.
• Ability to collaborate effectively with employees and leaders across Sales, Product Support, Parts, Service, IT, Operations, and Digital teams.
• Ability to work independently, ask clarifying questions, document decisions, and close the loop with customers and stakeholders.

Required Qualifications/Skills

• Leadership, Vision, Competitiveness and Sense of Urgency
• Strong accountability and initiative
• Excellent interpersonal and communication skills
• Presentation Skills, Organization Skills and Advanced problem solving capabilities
• Strong Teamwork Skills
• PC proficiency
• Physical Demands/Environmental Conditions: Occasionally Lift/Carry/Lower 1 – 15 Lbs, seldom Lift/Carry/Lower 15 – 30 Lbs, never Lift/Carry/Lower +30 Lbs. Climate controlled environment. Work under florescent lighting. Moderate noise levels. Possible noise and vibrations carried over from the shop.

Values at Yancey Bros. Co.

• Safety: We value the lives and health of our team and customers above all else.
• Integrity: We are ethical and trustworthy, demonstrate respect for others, and communicate truthfully and promptly.
• Teamwork: We work as one across our organization for the benefit of our customers.

What We Offer

• Competitive Pay Structure
• Individual Bonus Opportunities Available
• Technician Tool Allowance
• 401k Plan Strong Company Match
• Employee Profit Sharing
• Financial Wellness Coaching
• Employee Wellness Program
• Medical, Vision, Dental Insurance
• Prescription Drug Coverage
• Flexible Spending Accounts
• Short & Long Term Disability
• Group Life Insurance
• Personal Time Off
• Paid Holidays
• Paid Sick Leave
• Career Development
• Tuition Reimbursement
• Ongoing Training
• Advancement Opportunities