ESSENTIAL FUNCTIONS
- Provide solutions and troubleshoot customer complaints over the phone.
- Research and diagnose technical problems on Caterpillar equipment and define root cause for repair work.
- Assign Technician’s jobs.
- Prepare and provide estimates / quotes.
- Schedule jobs in shop and / or field.
- Customer follow-up calls.
ADDITIONAL FUNCTIONS
- Open work orders.
- Prepare work orders for closing.
- Initiate warranty claims.
- Utilize service manuals and parts books.
- Work with Service Supervisor to perform employee annual reviews.
QUALIFICATIONS / KNOWLEDGE / SKILL / ABILITY
- High School graduate or equivalent.
- Occasionally operate a company vehicle requiring a valid driver’s license (driving record must meet company insurance standards and is reviewed annually).
- Familiar with repair procedures and be able to assist in troubleshooting engine hydraulic, electrical and mechanical systems on Caterpillar equipment.
- Able to work in a team environment.
- Able to write and communicate effectively with external / internal customers.
- Prior technical experience or training with / on Caterpillar equipment.
- Experience with Caterpillar parts and service operation with emphasis in the service area.
- Good working knowledge of computers, microfiche, parts books and service manuals.
PREFERRED
- Front line leadership course helpful.
- Supervisory experience useful.
PHYSICAL / ENVIRONMENTAL REQUIREMENTS
- Operate basic office equipment such as; computer terminal, copy machines, calculator, Microfiche viewer and the telephone.
- Sit / walk / stand throughout the day.
- Frequently use hands for fine manipulation.
- Safety climb on heavy equipment ladders and walkways.
Service Technical Specialist
Experience with Caterpillar parts and service operation with emphasis in the service area. Research and diagnose technical problems on Caterpillar equipment and define root cause for repair work. Utilize service manuals and parts books. Work with Service Supervisor to perform employee annual reviews...
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