Katherine Pierce
Senior Digital Technical Support Engineer at Caterpillar
- Role
- Senior Digital Technical Support Engineer at Caterpillar Inc.
- Location
- Dallas, TX, US
- LinkedIn followers
- 500 followers
Experience
Senior Digital Technical Support Engineer
Aug 2022 — Present · Dallas, TX, US
Oversee the Manila agent team in managing customer, dealer, and internal cases, providing exceptional support for digital products.• Investigate and triage complex case scenarios, ensuring timely escalation to product specialist teams across Caterpillar• Consistently achieve a KPI of 90% Service Level Case Age, reducing average case resolution time to as low as 3.5 days• Support the development and maintenance of business rules, training, and team support center initiatives• Collaborate with the team to drive continuous improvements in support processes
Education
Penn State University
Bachelor of Science (B.S.), Chemical Engineering
2011 — 2016
Penn State University
Engineering Leadership Development Minor
2011 — 2016
Skills
- Sales Analysis
- Product Management
- Microsoft Office
- Public Speaking
- Powerpoint
- Microsoft Excel
- Sales & Marketing Functions
- Microsoft Word
- Leadership
- Product Development
- Communication
- Business Strategy
- Social Media
- Engineering
- Teamwork
- Event Planning
- Data Analysis
- Demand Forecasting
- Research
- Matlab
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