Assistant Field Service Coordinator

Caterpillar•Edwards, IL

5d•Onsite

About The Position

The Assistant Field Service Coordinator provides first-line support, coordinates services, resolves problems, and makes recommendations on selected products and services. This mechanic-focused role works with vendors, orders parts and supplies, and supports Caterpillar diesel machines across a broad fleet. The position addresses fleet maintenance issues and repairs, responds to customer inquiries, documents communications, and provides health analysis or troubleshooting, redirecting issues when appropriate. It also works with product groups to keep technical software and hardware up to date and installed on equipment, and assesses product or component health to identify needed actions and next steps. The role is part of Cat Digital, Caterpillar’s digital and technology arm, which develops digital solutions using data, technology, analytics, telematics, and AI. The position is onsite five days a week. Visa sponsorship is not available.

Requirements

Experience supporting heavy equipment fleet management repairs; this is required.
Knowledge of customer focus and the ability to create solutions tailored to customer needs.
Knowledge of data-gathering and analysis tools, techniques, and processes, and the ability to synthesize information from multiple sources.
Knowledge of customer service concepts and techniques and the ability to meet or exceed customer expectations.
Knowledge of decision-making processes and critical-thinking tools and techniques.
Knowledge of problem-solving approaches and the ability to apply them in diverse situations.
Knowledge of relationship-management techniques and the ability to maintain productive relationships with clients, vendors, and peers.

Nice To Haves

Experience working with autonomous machines.
Experience working with diesel machines.
Experience with machine software, hardware, and embedded technology.
GPS and Trimble experience.

Responsibilities

Address fleet maintenance issues and resolve machine repairs.
Clearly document all customer communications.
Answer inbound customer service inquiries.
Provide health analysis or troubleshooting and redirect inquiries when appropriate.
Identify issues and determine an appropriate course of action for effective resolution.
Work with product groups to ensure technical software and hardware are up to date and installed on equipment.
Understand the health or status of prime products or components, determine whether action is needed, and identify required next steps.
Work with vendors and customers and order necessary parts and supplies.