Greater opportunities to build the life you want
Greater Peoria, IL
Greater Peoria, IL

Customer Support Representative



Customer Service
Peoria, IL, USA
Posted on Saturday, September 16, 2023

Career Area:

Manufacturing & Supply Chain

Job Description:

Your Work Shapes the World at Caterpillar Inc.

When you join Caterpillar, you're joining a global team who cares not just about the work we do – but also about each other. We are the makers, problem solvers, and future world builders who are creating stronger, more sustainable communities. We don't just talk about progress and innovation here – we make it happen, with our customers, where we work and live. Together, we are building a better world, so we can all enjoy living in it.

Your Work Shapes the World

Whether it be groundbreaking products, best-in-class solutions, or creating a lifelong career, you can do the work that matters at Caterpillar. With a 95-year legacy of quality and innovation and 150 locations in countries around the world, your impact spans the globe.

When you join Caterpillar, you are joining a team of makers, innovators, and doers. We are the people who roll up our sleeves and do the work to build a better world. We don’t just talk about progress and innovation. We make it happen. And we are proud of that because it helps our customers build and power the world we live in – the roads, hospitals, homes, and infrastructure. Without a dedicated workforce, Caterpillar could not effectively meet our customer’s needs. Join us.

Job Description

Caterpillar's Driver Safety System (DSS) – a department within Caterpillar’s MineStar Solutions group – has an opening for a DSS Customer Support Representative, working in Peoria, IL. The Driver Safety System (DSS) is a technology designed to detect operator fatigue and distraction events, and the system alerts the operator the moment the fatigue or distraction is detected and nudges them back to alertness. The DSS Monitoring Center classifies events from over 250 sites around the globe, and our team intervenes when necessary to ensure operator and mine site safety. As a Monitoring Center Safety Advisor, you will provide safety services on a global scale!

Job Duties:

  • Analyze critical safety event data and video from an in-vehicle system.

  • Determine safety event classifications and sub-classifications.

  • Implement the applicable Fatigue Intervention Plan (FIP).

  • Contact customers' sites as required by FIP.

  • Coordinate with peer(s) to ensure consistent operation and application of event classifications.

  • Perform quality audits of event classifications per the supervisor's direction

  • Facilitate the completion of tier 1 service tickets as required by the supervisor.

Basic Qualifications:

Associate's degree from an accredited college or university or equivalent experience.

1 plus year of experience working in customer service, safety, call center, or inspection fields.

Previous experience with Driver Safety Systems.

Top candidates will also have:

Good communication, interpersonal, and teamwork skills.

Familiarity with safety monitoring and reporting.

Basic understanding of quality principles (auditing, random sampling, document control).

Bachelor’s degree in an operation or business-related discipline.

Mining industry experience.

Ability to work with a diverse group of employees and customers.

Experience with Lean quality principals.

Demonstrated attention to detail (Inspection, Auditing, Proofreading…)

Multilingual (any language)

Additional information:

The location for this position is Peoria, IL.

Domestic relocation assistance is not available.

This position may require 10% travel.

Sponsorship is not available.

Closing date: 9/22/2023.

Employee benefit details

Our goal at Caterpillar is for you to have a rewarding career. Our teams are critical to the success of our customers who build a better world. Here you earn more than just a salary because we value your performance. We offer a total rewards package that provides benefits on day one (medical, dental, vision, RX, and 401K) along with the potential of an annual bonus.

Additional benefits include paid vacation days and paid holidays (prorated based upon hire date).

Final details

Please frequently check the email associated with your application, including the junk/spam folder, as this is the primary correspondence method. If you wish to know the status of your application – please use the candidate log-in on our career website as it will reflect any updates to your status.

This employer is not currently hiring foreign national applicants that require or will require sponsorship tied to a specific employer, such as H, L, TN, F, J, E, O. As a global company, Caterpillar offers many job opportunities outside of the U.S. which can be found through our employment website at www.Caterpillar.com/Careers.

For more information, visit caterpillar.com. To connect with us on social media, visit caterpillar.com/social-media

Visa Sponsorship is not available for this position. This employer is not currently hiring foreign national applicants that require or will require sponsorship tied to a specific employer, such as, H, L, TN, F, J, E, O. As a global company, Caterpillar offers many job opportunities outside of the U.S which can be found through our employment website at www.caterpillar.com/careers.

EEO/AA Employer. All qualified individuals - Including minorities, females, veterans and individuals with disabilities - are encouraged to apply.

Not ready to apply? Submit your information to our Talent Network here.