VisionLink Support Specialist

Key Responsibilities

• Provide frontline support for VisionLink-related inquiries from customers and internal teams.
• Aid customers with account setup, asset visibility, subscriptions, and dashboard configuration.
• Troubleshoot telematics hardware and connectivity issues (Product Link devices, cellular/GPS communication).
• Cook up coordination with Caterpillar technical support when escalation is required.
• Lead customer onboarding sessions for new machine deliveries.
• Conduct virtual or in-person VisionLink training sessions.
• Develop quick-reference guides and internal best practices documentation.
• Ensure customers understand features including: Health alerts, Utilization tracking, Preventive maintenance scheduling, Productivity analytics, Fuel and idle reporting.
• Identify opportunities to increase VisionLink subscription penetration.
• Support CVA and Services Commitment initiatives through telematics utilization.
• Train Sales, Parts, and Service teams on VisionLink capabilities.
• Support sales efforts by demonstrating telematics value to prospects.
• Aid with reporting needs for leadership (utilization trends, adoption rates, subscription growth).
• Partner with Condition Monitoring Analysts to translate telematics data into customer value.

Qualifications

• Experience in data analytics, data science, or a related analytical role.
• Strong ability to collect, interpret, and analyze data from multiple sources.
• Proficiency with Microsoft Office and database systems.
• Excellent written and verbal communication skills.
• Strong attention to detail with effective organization and time management skills.