Customer Application Trainer

Overview

Milton CAT is seeking a Customer Application Trainer to join the Product Support Team. In this role, you will work with members from the Service and Product Support teams to support, optimize and expand the use of customer applications across the dealership’s customer base. This role serves 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. This role ensures customers receive actionable insights from connected assets to improve uptime, reduce operating costs, and increase overall equipment productivity.  

Pay Rate: $65,000-$75,000. This is a salaried position.

Benefits include:

• Paid Time Off + 8 company paid holidays
• Medical, Dental and Vision insurance options for Employee and Family
• Disability & Life Insurance Packages
• Competitive Retirement Plan
• Tuition Reimbursement – available to FT employees with 1 year+ of service
• Additional supplemental offerings and discount programs
• Employee Referral Program

Responsibilities

• Provide frontline support for ProductLink/VisionLink and other Caterpillar application related inquiries from customers and internal teams
• Assist customers with account setup, asset visibility, subscriptions, and dashboard configuration
• Troubleshoot telematics hardware and connectivity issues
• Coordinate with Caterpillar technical support when escalation is required
• 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 help support Condition Monitoring and SOS team to translate telematics data into customer value
• Research event/fault codes using SIS 2.0 and create recommendations to send to the Product Support representatives directly involved with a customer account
• Continuously learn and stay current on emerging Caterpillar technologies relevant to the business and customer needs

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
• Highly adaptable with a willingness to take on evolving responsibilities in a fast-paced environment
• 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
• Attend training meetings, which may require overnight stays.
• Approximate 50% travel within New England and Upstate New York will be required.

Preferred Skills and Competencies 

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

This job description is not intended to be all-inclusive.  Your supervisor may request and assign similar duties.   

Resumes that are mailed, emailed or hand-delivered to Milton CAT or any employee will not be considered.  You must apply online. A background check and drug test are required as part of our pre-employment process.

Milton CAT is an equal opportunity employer that values the strength diversity brings to the workplace. We encourage applications from individuals with disabilities, minorities, veterans, and women. Applicants receive fair and impartial consideration without regard to race, sex, color, religion, national origin, age, sexual orientation, gender identity, handicap, disability, veteran status, genetic data, or other legally protected status. We base all employment decisions to further this principle of equal employment opportunity. VEVRAA Federal Contractor. EEO/AA employer.  Milton CAT is a Drug-Free workplace.