Resident Field Technician

About the role

Manages customer base and assigned territory, schedules all customer work, generates new business, and maintains customer relations. Conducts machine performance and diagnostic tests, interprets results, and makes independent repair decisions. Provides services as needed, including troubleshooting, repairs, and escalation of unresolved issues. Adapts knowledge of Caterpillar machine systems to new equipment models and performs repairs in the field or at customer locations with possible overtime and overnight assignments.

Responsibilities

• Performs repairs without error and consistently within time requirement guidelines.
• Repairs warranty and service letter issues efficiently and promptly.
• Uses web-based STW, SIS, and ET to address technical issues.
• Performs all required tasks in accordance with outlined procedures and conducts business professionally.
• Maintains self-control and integrity in stressful situations; adheres to customer requirements on job sites.
• Orders and evaluates parts for reusability and cause of failure; completes service reports, time entry, and paperwork daily via email.
• Communicates machine issues, resolution plans, and repair status to customers during repairs.
• Actively advocates safety; adheres to all applicable safety policies, procedures, and standards.
• May support Western States’ strategic programs, projects, and initiatives through training and teamwork.
• Works within and promotes corporate vision, mission, and values.
• Performs other duties as assigned.

Requirements

• Proof of high school diploma or General Education Degree (GED).
• Associates Degree or technical training from an accredited vocational school preferred.
• Five years of experience in diagnosis and repair of heavy equipment.
• Knowledge of scrapers and crawler tractors, loaders, excavators, and 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 an acceptable driving record; must meet DOT requirements.
• Must be able to communicate (speak, read, comprehend, write) in English.

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 comparable systems required.
• 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 and drive for long periods while traveling as required.
• Consistent attendance.

Physical Characteristics

• Ability to stand for long periods, walk, sit, climb stairs, reach, push, pull, lean, and twist.
• Ability to lift up to 50 lbs in accordance with Western States’ Lifting Safe Work Practice.
• Must meet all safety requirements for applicable safety policies.

This role is designated as safety-sensitive.