Heavy Highway & Material Processing Technician

Monroe Tractor • Henrietta, NY

10h

About The Position

Monroe Tractor is a family-owned construction and agricultural heavy equipment dealer with more than 75 years of experience and 18 locations across the northeastern United States. The Heavy Highway & Material Processing Technician works specifically on Wirtgen products and provides customer service and troubleshooting support. The role involves traveling to customer and dealer locations to resolve machine issues and help ensure equipment operates at peak performance. The technician works with Wirtgen Specialists and other team members, uses digital ticketing and reporting systems to communicate and track issues, and maintains records of machine complaints and resolutions. This position is part of union Local 158.

Requirements

• Associate's degree or equivalent from a two-year college or technical school, and/or two years of construction equipment-related experience.
• Fundamental knowledge of road construction equipment practices, including paving and compaction.
• Excellent written and verbal customer service and communication skills.
• Willingness to travel as needed to stay updated on Wirtgen products.
• Ability to work well on a team, maintain a positive attitude, and promote a collaborative work environment.
• Ability to analyze information, identify problems, and respond promptly to customer needs with a focus on service.

Nice To Haves

• Previous experience in customer service or technical support roles.

Responsibilities

• Deliver customer service and support during troubleshooting.
• Travel to customer and dealer locations; average travel is about 75%.
• Identify and promptly assist customers and dealers in resolving machine issues.
• Collaborate with Wirtgen Specialists and other team members to expedite repairs and coordinate problem resolution.
• Install new or modified equipment at customer facilities and ensure it functions according to specifications.
• Provide a communication link between the dealer and the company to support effective service.
• Review performance reports and documentation from customers and dealer representatives.
• Inspect products to determine the nature and scope of problems and report findings to the Manager.
• Provide on-site technical assistance and analyze review and inspection findings to determine problem sources.
• Recommend repairs, replacements, or other corrective actions as needed.
• Perform software updates and field campaigns on machines in the field or at dealer locations.
• Develop and conduct safe-equipment-operation training for team members, customers, and dealers.
• Maintain detailed records of machine complaints and resolutions using reporting systems for follow-up and communication.

Benefits

• Annual tool and shoe allowance.
• Uniforms provided.
• Discounts on products and services.
• Continued education and manufacturer hands-on and web-based training.
• Union health and welfare and pension package.
• Self-insured medical coverage.
• Prescription drug coverage.
• Dental and vision coverage.
• Life and AD&D coverage.
• Short-term disability coverage.

What This Job Offers

• Job Type: Full-time
• Education Level: Associate degree