Customer Technical Solutions Representative - Req ID 6368

Ohio Machinery Co. • Broadview Heights, OH

8h

About The Position

Find YOUR fit at Ohio CAT (a division of Ohio Machinery Co.)! Join a winning culture that strives to be the top-performing, dynamic industry leader and partner of choice for the products and solutions that help our customers build, improve, feed, power, and protect our world. Come grow your career - See what opportunities await today! JOB SUMMARY: The Customer Technical Solutions Representative (CTSR) is a resource for external customers to gain information regarding service, maintenance, and repair related opportunities with their Cat equipment, engines, and generators. In addition to supplying information, the CTSR will assist with facilitating additional customer needs such as field service, shop scheduling and parts identification and ordering. Providing end-to-end support for the dealership’s external customers will increase overall customer experience, further drive product support sales, and leverage a sustainable competitive advantage.

Requirements

• High School diploma or equivalent required.
• 2-year Vo-Ed Technical School diploma preferred.
• 2+ years direct CAT Service experience or 3+ years industry experience in construction equipment desired.
• Functional knowledge of CAT products.
• Advanced-level troubleshooting skills and knowledgeable use and application of diagnostic tools, electrical and electronic system applications.
• Comprehensive knowledge of the application, operation, repair and function of Caterpillar equipment and engines.
• Advanced-level problem-solving techniques and knowledge of repair options for Caterpillar machines, engines, and components.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to write routine reports and correspondence.

Responsibilities

• Assist customers with troubleshooting and resolution of product issues.
• Utilize Condition Monitoring case leads involving fault codes, CAT SOS, and service inspections to diagnose customer machine issues.
• Use DSN system to communicate product issues to dealer Technical Communicators.
• Expedites location of part numbers and custom parts for machines serviced/repaired.
• Assist in driving incremental Parts revenue by recommending repair parts to customers.
• Assist in driving incremental Parts and Service revenue by passing on challenging technical requests to the customer’s local Service Department.
• Demonstrate, train, assist, and execute Remote Services and Diagnostics Processes with customers.
• Respond to internal and external customer inquiry and questions in a timely fashion.
• Elevate high priority issues and customers to Manager and Caterpillar Representatives.
• Reviews manufacturer's and trade catalogs, drawings, and other data relative to operation, maintenance, and service of equipment.
• Maintains records and files of work and revisions.
• Participates in meetings, seminars, and training sessions to obtain information on new products to better provide technical assistance.

Benefits

• 401(k): Match and employer discretionary contribution.
• Health Insurance: Two options are available, including an HSA with a dollar-for-dollar match of up to $1,200 per year.
• Dental & Vision Insurance: Comprehensive coverage options.
• Financial Access: Credit Union membership is available.
• Insurance: Life Insurance, Short-Term Disability, and Long-Term Disability coverage.
• Educational Opportunities: Scholarships for employees’ spouses and children through the Ohio Machinery Education and Opportunity Foundation.
• Compensation: Base pay, annual bonus potential, and company success share bonuses.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED