Caterpillar Inc. · 4 hours ago
Product Support Specialist – Cat AI Solutions
Peoria, IL
Full-time
Onsite
Mid Level
$128K/yr - $209K/yrCaterpillar Inc. is the world’s leading manufacturer of construction and mining equipment, and they are seeking a Product Support Specialist for their Cat AI Solutions. This role provides expert technical and operational support for AI-enabled products, ensuring reliable performance and facilitating issue resolution while collaborating with various teams to enhance customer experience.
ConstructionMachinery ManufacturingManufacturingMechanical Engineering
No H1B
Responsibilities
Facilitate cross functional team to diagnose, troubleshoot, and resolve technical issues related to AI assistants, machine-embedded AI, and integrated digital workflows
Create and manage trouble reports; validate fixes for completeness, correctness, and business impact
Escalate issues following established procedures and coordinate with engineering for root-cause analysis and corrective actions
Provide ongoing support after production launches, ensuring updates, bug fixes, and enhancements are delivered effectively
Advise customers and dealers on usage, configuration, and best practices for AI-enabled tools (e.g., troubleshooting, parts identification, service workflows)
Deliver training and help documentation, ensuring users understand capabilities and limitations of AI systems
Capture VOC insights (dealers, customers, internal users) and translate them into actionable improvements for product teams
Participate in validation, testing, packaging, and deployment activities for new AI releases and agent capabilities
Help coordinate documentation for each release, including feature changes, known issues, and rollout notes
Provide readiness support for iterative releases, including UAT coordination and cross-functional engagement for approvals (e.g., business sign-off for production launches)
Maintain knowledge of AI models, agent capabilities, platform integration behaviors, machine connectivity constraints, and user workflow impacts
Support major integrations, and customizations across mobile, web, machine, and hybrid environments
Advise on platform dependencies, data requirements, environmental constraints, and reliability metrics for AI features
Work closely with Product Management, Data Science, Engineering, Platform teams, and Customer Support organizations
Support cross-organizational alignment between Cat Digital, Cat Technology and other business units to ensure cohesive execution and customer experience
Contribute to prototyping, pilot rollouts, and testing cycles as AI capabilities expand across applications and hardware platforms
Qualification
Required
Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations
Knowledge of the organization's customer support policies, standards and procedures; ability to guide customers on all company interactions
Knowledge of technical aspects of a software products; ability to design, configure and integrate technical aspects of software products
Knowledge of strategies, practices and tools for managing versions and distribution of software products and enhancements; ability to evaluate and improve release management practices and tools
Knowledge of software reliability management; ability to develop and use principles, methodologies and metrics that increase software product performance and reliability
Knowledge of system performance, testing and programming; ability to monitor, measure, and optimize system performance and network communication
Preferred
Experience supporting AI products and/or Cat Digital and Technology solutions
Exposure to Caterpillar digital ecosystem, dealer workflows, or machine electronics/telematics
Background in customer support engineering, technical field support, or digital product operations
Experience with reliability monitoring, system performance analysis, or AI model evaluation metrics
Benefits
Medical, dental, and vision benefits
Paid time off plan (Vacation, Holidays, Volunteer, etc.)
401(k) savings plans
Health Savings Account (HSA)
Flexible Spending Accounts (FSAs)
Health Lifestyle Programs
Employee Assistance Program
Voluntary Benefits and Employee Discounts
Career Development
Incentive bonus
Disability benefits
Life Insurance
Parental leave
Adoption benefits
Tuition Reimbursement
These benefits also apply to part-time employees
Company
Caterpillar Inc.
For 100 years, we’ve been helping customers build a better, more sustainable world.
Founded in 1925
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$3.51BKey Investors
US Department of EnergyAdvanced Propulsion Centre UK
2025-08-28Post Ipo Debt· $3.5B
2024-10-31Grant· $5.04M
2019-06-23Grant
Leadership Team
George Moubayed
Chief Sustainability and Strategy Officer / Senior Vice President Enterprise Strategy Division
E
Eric Sporre
Vice President & Global Chief Information Security Officer (CISO)
Recent News
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