VisionLink Support Specialist

About the role

The VisionLink Support Specialist is responsible for supporting, optimizing, and expanding the use of VisionLink across the dealership’s customer base. This role serves as the primary internal and external resource for telematics support, customer onboarding, training, and performance monitoring.

Responsibilities

• Provide frontline support for VisionLink-related inquiries from customers and internal teams.
• Assist customers with account setup, asset visibility, subscriptions, and dashboard configuration.
• Troubleshoot telematics hardware and connectivity issues (Product Link devices, cellular/GPS communication).
• Coordinate 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.
• Assist with reporting needs for leadership (utilization trends, adoption rates, subscription growth).
• Partner with Condition Monitoring Analysts to translate telematics data into customer value.

Requirements

• 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.
• Ability to work collaboratively across teams and departments.
• Strong attention to detail with effective organization and time management skills.

Qualifications

• Associate’s degree or technical certificate in a mechanical, technical, or related discipline.
• Prior experience as a diesel technician or in a heavy equipment service environment.
• Experience performing root-cause analysis and identifying machine issues.
• Familiarity with Caterpillar equipment and condition monitoring tools such as VisionLink, Cat Inspect, SIS, and Foresight.

Benefits

• Great Work-Life Balance.
• Job Stability + Career Growth Opportunities.
• Comprehensive Benefits Package – Medical, Dental, Vision.
• 401(k) with Employer Match.
• Tuition Reimbursement & Development Opportunities.
• Paid Time Off & Holidays.