Field Technician

Western States Careers•Liberty Lake, WA

73d•Hybrid

About The Position

The Field Technician is responsible for conducting machine performance and diagnostic tests, interpreting results, and making decisions regarding machine repair. This role involves using troubleshooting methods to repair and diagnose machine and attachment failures, adhering to time requirement guidelines (TRG) standards, and escalating unresolved issues. The technician will adapt knowledge of Caterpillar machine systems to troubleshoot and repair new equipment models. Work may be performed in the field, shop, or at customer locations, potentially including overtime and overnight assignments. Key performance indicators include repairing machines without error, meeting TRG standards, and efficiently handling warranty and service letter issues. The role requires effective use of web-based tools like STW, SIS, and ET, and adherence to all outlined procedures and customer requirements. The technician will maintain a professional image, manage self-control and integrity in stressful situations, and order necessary parts, evaluating them for reusability and failure cause. Daily completion and submission of service reports, time entry, and other paperwork via laptop are required. Communication with customers regarding machine issues, repair plans, and status is essential, along with adherence to customer care standards and active promotion of safety at Western States. The role may involve training and supporting organizational initiatives, working within the company's vision, mission, and values, and performing other assigned duties.

Requirements

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 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.
Consistent attendance.
Proof of high school diploma or General Education Degree (GED).
Five years experience in diagnosis and repair of heavy equipment.
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).

Nice To Haves

Associates Degree or technical training from an accredited vocational school preferred.
Knowledge of scrapers and crawler tractors, loaders, excavators, off highway trucks, preferred.
Caterpillar experience preferred.

Responsibilities

Conducts necessary machine performance and diagnostic tests, interprets results and makes an independent decision as to the extent of machine repair.
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.
Performs work in the field, shop, or at customer locations which can include overtime and overnight assignments.
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.
Orders parts required to complete repairs.
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 e-mail.
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.
Work within and promote corporate vision, mission, and values of the organization.
Performs other duties as assigned.