Field Technician

Essential Functions

• Conducts necessary machine performance and diagnostic tests, interprets results and makes an independent decision as to the extent of machine repair.
• Uses troubleshooting methods to repair and diagnose machine and attachment failures and performs repairs according to time requirement guidelines (TRG) standards.
• Escalates unresolved issues to Technical Communicators for further research and assistance.
• Adapts knowledge of Caterpillar machine systems to troubleshoot and repair new equipment models.
• Performs work in the field, shop, or at customer locations which can include overtime and overnight assignments.
• Repairs machines without error and consistently repairs machines within the time requirement guidelines.
• Repairs warranty and service letter issues efficiently and as soon as possible.
• Uses web‑based STW, SIS, and ET effectively to address technical issues.
• Performs all required tasks in accordance with outlined procedures.
• Conducts business professionally, maintains self‑control and integrity in stressful situations, and maintains a professional image.
• Adheres to all customer requirements while on job site.
• Orders parts required to complete repairs and evaluates parts to determine reusability and cause of failure.
• Completes service reports, time entry, and all other paperwork and reporting on a laptop and submits them daily via e‑mail.
• Communicates machine issues, problem‑resolution plan(s), and status of repair(s) to the customer during repairs.
• Adheres to all customer care standards.
• Actively cares for and advocates safety at Western States; adheres to all applicable safety policies, procedures and standards.
• May accomplish training and serve as a team member in support of Western States’ strategic programs, projects, and initiatives.
• Works within and promotes the corporate vision, mission, and values of the organization.
• Performs other duties as assigned.

Knowledge, Skills, and Abilities

• Excellent customer service skills.
• Ability to self‑schedule and perform duties with minimal supervision.
• Knowledge and use of Microsoft computer products or other comparable systems.
• Ability to establish and maintain effective working relationships with customers, vendors, employees, and the public.
• Knowledgeable in all Caterpillar machine systems.
• Ability to work overtime with minimal notice.
• Ability to drive for long periods of time and travel away from home as required.
• Consistent attendance.

Education and Experience

• Proof of high school diploma or General Education Degree (GED).
• Associate’s Degree or technical training from an accredited vocational school preferred.
• Five years experience in diagnosis and repair of heavy equipment.
• Knowledge of scrapers and crawler tractors, loaders, excavators, off‑highway trucks preferred.
• Caterpillar experience preferred.
• Prior experience in troubleshooting methods and systems required.
• Must own required tools.
• Must have a current CDL with air‑brake experience, an acceptable driving record, and meet DOT requirements.
• Must be able to communicate (speak, read, comprehend, write) in English.

Physical Characteristics

• Must be able to stand for long periods of time along with walking, sitting, climbing stairs, reaching, pushing, pulling, leaning and twisting.
• Able to lift up to 50 lb in accordance with Western States’ Lifting Safe Work Practice.
• Must be able to meet all safety requirements for applicable safety policies.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. It is not intended to be an exhaustive list of all responsibilities, duties, and skills required of employees in this classification. This role is designated as safety‑sensitive.