Heavy Highway & Material Processing Technician
About The Position
Monroe Tractor is a family-owned construction and agricultural heavy equipment dealer that has served the northeastern United States since 1951. The Heavy Highway & Material Processing Technician works specifically on Wirtgen products and provides customer service and technical support during troubleshooting. The role involves traveling to customer and dealer locations to help resolve machine issues and ensure Wirtgen equipment operates at peak performance. The technician collaborates with Wirtgen Specialists and other team members, uses digital ticketing and reporting systems to communicate with customers and dealers, and maintains detailed records of machine complaints and resolutions. The position also includes inspecting equipment, recommending corrective actions, performing software updates and field campaigns, installing equipment, and providing training on safe equipment operation.
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.
- Strong team-player skills, a positive attitude, and a commitment to a collaborative work environment.
- Ability to analyze information, identify problems, and respond promptly to customer needs with a focus on top-tier service.
Nice To Haves
- Previous experience in customer service or technical support roles.
Responsibilities
- Deliver exceptional customer service and support during troubleshooting.
- Travel to customer and dealer locations, averaging about 75% travel.
- 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 ensure 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 the source of problems.
- 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 training on safe equipment operation 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.
- Medical, dental, and vision insurance.
- Health Savings Account with employer and employee contributions.
- Accident and disease insurance.
- 401(k) plan with employer match.
- Competitive paid time off policy.
- Short- and long-term disability.
- Annual reviews.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
