Resident Field Technician

Essential Functions

• Schedules all customer work.
• Generates new business and maintains customer relations.
• Conducts necessary machine performance and diagnostic tests, interprets results, and makes an independent decision regarding machine repair.
• Provides services anytime as needed.
• 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.
• 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. Maintains a professional image.
• Adheres to all customer requirements while on job site.
• 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 email.
• Communicates machine issues, problem resolution plan(s), and status of repair(s) to customer during repairs.
• Adheres to all customer care standards.
• Actively cares and advocates safety at Western States. Adhere 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 corporate vision, mission, and values of the organization.
• Performs other duties as assigned.

Knowledge & Abilities

• Excellent customer service skills.
• Ability to self-schedule and perform duties with minimal supervision required.
• Knowledge and use of Microsoft computer products or other comparable systems required.
• Ability to establish and maintain effective working relationships with others to include customers, vendors, employees and the public.
• Knowledgeable in all Caterpillar machine systems.
• Ability to work overtime with minimal notice required.
• Ability to drive for long periods of time and travel away from home as required.
• Ability to generate 97 ft./lbs. of force, by pushing and pulling.
• Ability to repeatedly lift up to 60lbs from the ground and place on a shelf/platform set up to 65 inches off the ground.
• Ability to carry up to 20 lbs. while repeatedly ascending/descending a minimum of ten, 8” stair steps.
• Ability to repeatedly ascend/descend a minimum of 10 rungs on various ladders.
• Ability to assemble/disassemble various sizes of nuts and bolts, while repeatedly bending, stooping, squatting, kneeling, and/or crouching.
• Exposure to extreme temperatures and environment.
• Must be able to meet all safety requirements for applicable safety policies.

Education & Experience

• Proof of high school diploma or General Education Degree (GED).
• Associates 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 and acceptable driving record.
• Must meet DOT requirements.
• Must be able to communicate (speak, read, comprehend, write in English).