Lead Digital Operations Support Analyst - New Product Introduction (NPI)

• Lead digital NPI field readiness activities to ensure products are supportable diagnosable and service-ready prior to launch.
• Partner with product engineering test & evaluation and service teams to identify and close launch readiness gaps.

• Design and lead structured field follow programs for newly released digital products.
• Establish 30/60/90 day early-life monitoring plans to proactively identify emerging issues.
• Serve as a primary coordination point between field feedback engineering and product teams.
• Drive prioritization ownership and closure of field follow actions.

• Monitor early field performance using telemetry support data as well as dealer & customer feedback.
• Identify patterns related to failures performance degradation usability gaps or service challenges.
• Lead root cause analysis and ensure timely corrective actions including software fixes configuration updates or process changes.
• Develop interim field mitigations and guidance while permanent solutions are implemented.

• Translate field follow insights into actionable inputs for product backlogs release planning and usability improvements.
• Support software release activities including deployments migrations documentation and release communications.
• Capture and institutionalize lessons learned into future NPI standards and practices.

• Support dealers customers and internal teams during early adoption upgrades and implementations.
• Provide on-site dealer or customer support for urgent or high-impact early-life issues.

• Maintain digital product knowledge bases configurations and early-life issue documentation.
• Collaborate cross-functionally to improve customer support standards and procedures for new products.

• Effective Communications: Understanding of effective communication concepts tools and techniques; ability to effectively transmit receive and accurately interpret ideas information and needs through the application of appropriate communication behaviors.
• Problem Solving: 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.
• Software Product Technical Knowledge: Knowledge of technical aspects of a software products; ability to design configure and integrate technical aspects of software products.
• Performance Measurement and Tuning: Knowledge of system performance testing and programming; ability to monitor measure and optimize system performance and network communication.
• Technical Troubleshooting: Knowledge of technical troubleshooting approaches tools and techniques; ability to anticipate recognize and resolve technical issues on hardware software application or operation.

• Bachelor's degree or equivalent experience in engineering information systems computer science analytics or a related field.
• Extensive experience supporting digital products engineering teams or field operations.
• Experience with telemetry support data and software lifecycle processes.
• Familiarity with agile development issue tracking tools and release management practices
• Extensive knowledge of digital product support early-life performance monitoring and field issue resolution.
• Strong analytical and problem-solving skills with the ability to identify trends and drive corrective actions.
• Ability to lead cross-functional initiatives in a matrixed organization.
• Experience working with NPI / dNPI processes and digital product launches.
• Excellent communication skills with the ability to translate technical issues into actionable business insights.

• 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

What We Do

Cat Digital is the digital and technology arm of Caterpillar Inc. responsible for bringing digital capabilities to our world-famous yellow iron. With over 1.5M connected assets worldwide our teams use data technology advanced analytics and AI capabilities to help our customers build a better world.

Why Work With Us

The Cat Digital team is at the forefront of Caterpillar’s evolution. We take pride in solving complex problems by building new systems from the ground up. On our team you’ll leverage data from across our entire enterprise to find solutions that open a new world of possibilities for our customers and dealers. Join us in building a better tomorrow.

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