Senior Technical Advisor

About the role

The Senior Technical Advisor provides internal and external customers with technical assistance.

Responsibilities

• Assist technicians on assignments through the repair process to ensure timely, cost-effective, and quality repairs are completed.
• Coordinate and work with Caterpillar engineers to resolve product issues.
• Answer technical requests and inquiries to resolve product problems through diagnosis, personal knowledge, expertise, research, manufacturing contacts, and engineering data.
• Recognize, document, and report product issues and assist in determining root causes that significantly affect customer satisfaction, productivity, and/or operations.
• Attend necessary training to stay up to date on new products and challenges.
• Utilize Caterpillar system resources (e.g., SIS web, Product Support CRM, Dealer.Cat.com, Dealer Product Support Search, Service Information Management System, Continuous Product Improvement) to diagnose issues and evaluate possible solutions.
• Use professional phone etiquette to field customer calls.

Requirements

• Associate's degree (A.A.) or equivalent from a two-year college or technical school; or two-year Caterpillar-related work experience and/or training; or equivalent combination of education and experience.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to write routine reports and correspondence.
• Ability to speak effectively before groups of customers and/or employees.
• Ability to apply common-sense understanding to carry out detailed written or oral instructions.
• Ability to deal with problems involving a few concrete variables in standardized situations.
• Basic computer experience and competence in Microsoft Office applications.

Work Environment

• Occasionally required to stand, walk, sit, use hands, reach with hands and arms, climb or balance, stoop, kneel, crouch, or crawl, and talk or hear.
• Requires close vision, distance vision, color vision, and the ability to adjust focus.
• Occasionally exposed to moving mechanical parts, high or precarious places, fumes or airborne particles, outside weather conditions, and vibration.
• Noise level in the work environment is usually moderate.
• Required travel up to 5%.
• This position is considered safety-sensitive.

Benefits

• Comprehensive benefits package including health, dental, vision, and life insurance.