Trade Operations Help Desk Analyst

**Career Area**:Legal**:
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**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.

The Large Power Systems Division (LPSD) of Caterpillar has an opening for a Senior Product Support Field Engineer. The position will support complex technical product problem resolution with Caterpillar Dealers in Latin America to ensure customers receive the product performance, reliability, durability, and availability expected as part of the Cat Brand Promise.

The Trade Operations Systems Team is an organization supporting the global trade operations for machine, engine, and parts shipments. A Trade Operations Systems Analyst is a member of the Trade Systems and Trade Operations Helpdesk team responsible for the identification, analyzing, routing, and resolving issues impacting import or export clearance. The analyst is expected to address Tier 1 and certain Tier 2 issues assigned to them, along with assigning Tier 3 and Tier 4 issues to the Senior Members or responsible business groups. The analyst will also be directly interacting with 3PLs and internal functional experts to expedite export and import clearance.

**Job Duties/Responsibilities may include, but are not limited to**:

- Monitoring work queues and resolving problems related to Caterpillar shipments.
- Proactively resolving problems delaying shipments from clearing Customs
- Responding to customer and 3PL inquiries regarding the clearance process of shipments
- Resolving 1st level Trade Operations support issues
- Assigning/Escalating Tier 2, 3 and 4 issues to Senior Analyst or other Responsible Groups
- Updating standard procedure documents
- Root Cause Corrective Actions on common repetitive issues
- Project participation when applicable

**Required Qualifications**
- Good systems technical aptitude
- Good analytical skills
- Interpersonal skills
- Strong customer-facing and communication skills
- Proven work experience in providing support for software systems
- Advance troubleshooting and multi-tasking skills
- Fluent in English

**Desired Qualifications**
- Helpdesk or customer support experience
- Associates or BS degree in Business, Supply Chain, Information Technology, or equivalent
- Job experience of over 2 years in the trade industry, logistics industry, or information technology can be substituted for a degree
- Knowledge of Forwarder and Broker functions
- Supply Chain Experience
- Knowledge of Transportation and Trade systems

**Final Details**:
**The Caterpillar Code of Conduct states that we will select and place employees based on their qualifications for the job to be performed, without regard to race, religion, national origin, color, gender, gender identity, sexual orientation, age or disability. In this company we do not request pregnancy tests, nor HIV tests as requirements for employment entry, permanence or promotion.**

Caterpillar is an Equal Opportunity Employer (EEO).

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