Product Support Administrator

Product Support Administrator Cedar Rapids, IA Job Details Full-time 1 day ago Qualifications Mid-level Caterpillar Administrative experience Driver's License Data management Continuous improvement Driving Root cause analysis Cross-functional collaboration Communication skills Cross-functional communication

Analytics Full Job Description Working Hours/Days:

Monday-Friday 8am-5pm (overtime as needed)

Overview:

We are seeking a detail‑oriented and highly organized Product Support Administrator to support our asset management, contract billing, and population file accuracy across multiple teams. This role is central to maintaining clean data, ensuring proper territory alignment, and supporting key operational metrics that drive our business. You will serve as the primary gatekeeper for population file changes, support telematics and subscription processes, and collaborate closely with sales, product support, and other internal stakeholders. This position offers the opportunity to learn specialized Caterpillar systems, develop expertise in fleet analytics, and contribute to continuous improvement across our operations.

Basic Duties:

Asset & Population File Management Maintain and update population files, including: In‑territory and out‑of‑territory designations at both customer and asset levels Machine park requests Annual population file refreshes for assigned accounts Serve as the gatekeeper for change requests from sales reps and internal teams. Manage holding and unknown accounts to ensure timely and accurate asset movement. Telematics, Territory, & Alert Management Learn and manage Caterpillar DNA alerts, including: Out‑of‑territory discrepancies Telematics‑related alerts Use geofencing strategies to review asset movement and determine required updates. Review VisionLink reporting to identify out‑of‑territory assets and recommend subscription level adjustments. Contract & Subscription Support Assist with customer and dealer asset claims as part of the Trifecta asset‑match metric. Learn ARO reporting metrics to identify fleets needing telematics connectivity. Support influencer updates and ensure customer information is kept current. Train as a backup for Product Link registrations. Support billing processes, including: Add‑on subscriptions (PerformancePro, Advanced Productivity, Grade Control) CVA billing Potential monthly billing for JSS machines once NAXT is implemented Ownership & Compliance Process CCAT ownership requests: Verify ownership Approve or deny requests Update population files as needed Review missed services (CVAs, PMs) and assist with root cause analysis and resolution. Other Duties Support additional fleet, contract, and administrative tasks as assigned.

Qualifications:

Required:

Strong attention to detail and accuracy This position will travel to other branches and attend specific events when needed Ability to manage multiple tasks and deadlines Excellent communication and collaboration skills Comfort working with data, spreadsheets, and system‑driven workflows Must have a valid driver's license and clean driving record. This includes no more than 2 minor violations within the past 3 years and no major violations within the past 5 years (Motor Vehicle Report will be performed on final candidate).

Preferred:

Experience with Caterpillar systems (DNA, VisionLink, Product Link, CCAT) Background in asset management, billing, or equipment operations Familiarity with telematics or fleet management tools

Physical Requirements/Working Conditions:

This position will primarily work in an office environment. May sit at a desk for a period of time to answer phone calls or use a keyboard to complete documents and communicate through email. Some local travel will be required. Must be able to walk, bend, lift up to 20 lbs. and wear appropriate safety equipment (IE- Safety glasses or side shields) when needed. The physical demands described above are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Why Work for Altorfer? At Altorfer, our iron is just the beginning. Our people make our company successful, and we would not be who we are without them. As a third generation, family-owned company created in 1957, we bring our values into how we do business. Everyone from technicians, sales representatives, administrative professionals, or somewhere in between is part of the "A-Team" and is critical to our success. Here at Altorfer, we have over 35 locations and 1300 employees with long tenure for you to learn from. We have a collaborative, family valued culture, with a great reputation in the industry. A company that offers competitive pay, excellent benefits, and the opportunity to work a remarkable team of people.