Digital Adoption Specialist

Overview

This is a customer service role for a self-directed professional who takes ownership of the customer experience. You will help Milton CAT customers get started and confidently use Caterpillar digital tools, including parts.cat.com, CAT Central, and VisionLink. You will welcome users, answer questions, resolve access issues, and follow up to ensure a smooth onboarding experience. You will also stay informed about platform changes, share updates with customers and employees, support marketing efforts, and participate in digital meetings.

Salary range: $60,000-$70,000

Responsibilities

• Take ownership of each customer's digital adoption as their primary point of contact, guiding them from first request through successful use of parts.cat.com, CAT Central, and VisionLink.
• Provide responsive, friendly support by answering customer questions, troubleshooting registration and login issues, and proactively following up until each customer is set up and comfortable using the tools.
• Support internal and external requests for platform access, updates, and maintenance, keeping customers and employees informed with timely, clear communication.
• Introduce customers to digital platforms by explaining the benefits and values to their business and demonstrating key features.
• Support the efforts to meet and maintain Caterpillar standards.
• Analyze data using our business systems, CAT insights and other information sources to track onboarding and digital adoption and identify customers who need additional follow-up or support and take initiative to reach out without being prompted.
• Attend off-site events to promote CAT digital tools.
• Provide coverage for the E-commerce Specialist during absences, ensuring customer requests and digital platform support continue without interruption.

Qualifications

• Associate degree or high school diploma and 3 years of relevant work experience.
• Strong customer service and communication skills – able to build relationships, listen to customer needs, and work with diverse teams. Customer focused – understand benefits and challenges from the customer’s perspective.
• Ability to rapidly learn and stay current about CAT digital tools, e-commerce platforms, and related processes/systems, and to explain them clearly to customers.
• Detail oriented and thorough, with strong analytical and problem-solving skills.
• Self-driven and motivated to succeed with limited supervision.
• Proficient in use of Microsoft products, including Word, Excel, SharePoint, PowerPoint, Copilot and Teams.
• Experience with parts.cat.com, CAT Central, VisionLink, or other e-commerce/digital platforms desired but not required.
• Customer service and training experience preferred.
• Ability to travel within our New England and upstate New York territory (up to 25% of the time) to meet with and support customers.
• Must have a valid driver’s license and maintain a clean driving record.

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.