Service Technology & Business Systems Specialist

Milton CAT is seeking a Service Technology & Business Systems Specialist to support our Service Organization by helping employees effectively use business systems, processes, and tools that drive day-to-day service operations. This role is not an IT position. While it involves working with technology, the primary focus is on understanding and supporting service business processes, performing operational functions, and serving as a bridge between service operations, business systems, and IT.

The ideal candidate enjoys being close to the business-learning how service work is performed, supporting users in real operational scenarios, and helping improve processes through effective system use. This role will also participate as part of the consulting team supporting the development and implementation of Milton CAT's next-generation ERP system.

Pay Rate: $60,000-$70,000 a year depending on experience. This is a salaried position.

Why Milton CAT?

Milton CAT, a privately held company, is the exclusive distributor of Caterpillar earthmoving and construction machinery, engines, and generator products in the Northeast. We offer rewarding careers with extensive and ongoing training and have opportunities for you to develop and grow your career while making the most of your skills and strengths. Whether you're looking for a steady job with great, family-friendly benefits, or an exciting place to start your career and grow within the organization, Milton CAT is the place for you.

We offer Customizable, employee-focused benefits that include:

Paid Time Off + 8 company-paid holidays
• Medical, Dental, and Vision insurance options for employees and their families
• Disability & Life Insurance Packages
• Competitive Retirement Plan
• Tuition Reimbursement - available to FT employees with 1 year+ of service
• Annual boot and tool allowance
• Safety and Wellness Program
• Employee Referral Program

What You'll Do

• Serve as the first point of contact for the Londonderry Service Department for service-related technology support including laptops, software, cell phones, and iPads (excluding infrastructure, network administration, or hardware repair).
• Coordinate setup, updates, device refreshes, and basic configuration of service-issued laptops and mobile devices in alignment with company standards and IT policies.
• Provide hands-on technology support and training to service technicians to ensure effective use of mobile devices, service applications, and business systems.
• Support the effective use of service business systems by service employees and internal stakeholders.
• Perform hands-on service operational functions, including opening, managing, and closing work orders to gain process understanding.
• Provide frontline support to service employees related to business applications and system workflows (not infrastructure or network support).
• Identify gaps in system usage or process execution and recommend improvements.
• Create and maintain process documentation, job aids, and training materials.
• Deliver training on current systems, system upgrades, and new process implementations.
• Act as a liaison between Service Operations and IT, ensuring service business needs are clearly understood and supported.
• Participate as a member of the ERP consulting and implementation team by providing service-process expertise, supporting testing, and assisting with change adoption.
• Assist with business system testing, validation, and feedback.
• Support after-hours work as needed to meet business or customer requirements.
• Perform related duties as assigned.

What This Role Is Not

• This position is not part of the IT Department.
• This role does not focus on network administration, servers, cybersecurity, software development, or infrastructure support.
• The primary responsibility is business process and service operations support, not technical break/fix IT work.

• Bachelor's degree in Business, Operations, Information Systems, or a related field.
• Experience working with business systems in an operational or service environment.
• Understanding of service processes, work orders, or workflow-driven operations preferred.
• Exposure to ERP systems or large enterprise software implementations strongly preferred.
• Comfortable performing transactional and process-based work within business systems.
• Strong written and verbal communication skills.
• Detail-oriented with strong organizational and problem-solving abilities.
• Ability to work independently in a fast-paced service environment.
• Proficiency with standard business software (Microsoft Word, Excel, etc.).
• Occasional travel within Milton CAT territory; valid driver's license required.

This job description is not intended to be all-inclusive. Your supervisor may request and assign you similar duties.

Resumes that are mailed, emailed or hand-delivered to Milton CAT or any employee will not be considered. You must apply online. A background check and drug testing are required as part of our pre-employment process.

Milton CAT is an equal opportunity employer that values the strength diversity brings to the workplace. We encourage applications from individuals with disabilities, minorities, veterans, and women. Applicants receive fair and impartial consideration without regard to race, sex, color, religion, national origin, age, sexual orientation, handicap, disability, veteran status, genetic data, or other legally protected status. We base all employment decisions to further this principle of equal employment opportunity. VEVRAA Federal Contractor. EEO/AA employer.