Customer Services Specialist - Condition Monitoring Advisor

About this role

Career Area: Product Support 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.

About Caterpillar Oil & Gas and Marine:   Caterpillar’s Oil and Gas division provides superior products and service solutions to make our customers more efficient and lower total cost of ownership.  Globally, we deliver engineered oilfield and drilling equipment repair and certification, mechanical and rotating equipment repairs and upgrades, rapid prototyping of spare parts, robust asset management, operation and maintenance and field engineering services. We offer a wide range of career opportunities across a variety of technical and business roles in engineering and service locations worldwide. Join our team and help build engineering solutions that change the industry. When you join the Caterpillar Oil & Gas and Marine Division (COGMD), you join a global team that helps to power the global energy industry as well as provide power and propulsion on the water. 

About The Role: Looking for condition monitoring professionals ready to help shape the future of remote diagnostics, predictive maintenance, and asset management.    This Lead Customer Service Specialist – Condition Monitoring Advisor role supports the Remote Monitoring Center by helping convert equipment data into practical maintenance actions that improve customer outcomes. This role provides direct support to Condition Monitoring Advisors (CMAs) within the Remote Monitoring Center by aggregating, correlating, and interpreting data across the five elements of condition monitoring—including S•O•S℠ fluid analysis, equipment inspections, electronic data, repair history, and site conditions—to deliver timely, actionable recommendations that help customers make informed maintenance and operational decisions. The impact is significant: helping customers reduce owning and operating costs, improve equipment availability, lower warranty exposure, and increase fleet management efficiency while supporting growth across parts, service, and enterprise solutions. The position requires a balance of technical curiosity, data interpretation, customer communication, and disciplined follow-through to ensure findings are clearly documented, prioritized, and communicated to the appropriate internal and external stakeholders. An exciting opportunity for professionals passionate about reliability, analytics, customer support, and leveraging data to drive operational excellence.    Key Responsibilities: • Monitor equipment health using telematics, remote monitoring tools, software platforms, and customer-specific data sources to identify developing issues and opportunities for proactive intervention • Aggregate and correlate information from S•O•S℠ fluid analysis, inspections, electronic data, repair history, and site conditions to support accurate condition monitoring conclusions • Translate technical findings into clear, data-driven recommendations for customers, dealers, Fleet Managers, and internal partners • Assess machine and component health, determine risk level, identify required next steps, and support timely resolution of identified issues.  • Prioritize alerts and customer needs based on severity, equipment criticality, operational impact, and available supporting data.  • Ensure customer communications, recommendations, follow-up actions, and supporting evidence are clearly documented in the appropriate systems.  • Collaborate with CMAs, technical support, service operations, fleet managers, and dealer or customer contacts to promote consistent execution and issue closure.  • Support continuous improvement of remote monitoring processes, recommendation quality, and customer experience by identifying trends, recurring issues, and process gaps. 

Preferred Qualifications: • Experience with heavy equipment, industrial machinery, maintenance, engineering, or condition monitoring, preferably in customer support, fleet management, reliability, or service operations environment • Strong analytical and problem-solving skills with the ability to evaluate incomplete or conflicting data and determine the next practical steps • Customer-focused communication skills, including the ability to explain technical findings in a clear, concise, and actionable manner • Knowledge of telematics, diagnostics, predictive maintenance, and reliability practices • Ability to interpret data and translate findings into actionable recommendations to support improved availability, reduced downtime, and lower owning and operating costs • Strong attention to detail and documentation discipline • Ability to collaborate across technical, commercial, dealer, and customer-facing teams in a fast-paced remote monitoring environment

Key Indicators Of Success: • Consistent identification of equipment health concerns • Timely and well-supported recommendations • Clear customer and stakeholder communication • Disciplined documentation • Measurable contribution to improved fleet reliability, availability, and customer confidence

What Will You Have: • Customer Focus: Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and ability to leverage that information in creating customized customer solutions.   • Data Gathering & Analysis:  Knowledge of data gathering and analysis tools, techniques, and processes; ability to collect and synthesize data from a variety of stakeholders and sources in an objective manner to reach a conclusion, goal, or judgment.   • Service Excellence:

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