Resident Field Technician

Western States Careers•Pasco, WA

1d•Onsite

About The Position

Western States is seeking a Resident Field Technician to manage customer bases and assigned territories. This role involves scheduling customer work, generating new business, and maintaining customer relations. The technician will conduct machine performance and diagnostic tests, interpret results, and determine repair needs. Responsibilities include troubleshooting and repairing machine and attachment failures according to established standards, escalating unresolved issues, and adapting knowledge to new equipment models. The position requires performing work in the field or at customer locations, which may include overtime and overnight assignments. The technician must repair machines efficiently, within time guidelines, and handle warranty and service letter issues promptly. Effective use of web-based tools like STW, SIS, and ET is essential. The role demands professional conduct, maintaining self-control and integrity in stressful situations, and upholding a professional image. Adherence to customer requirements, ordering necessary parts, evaluating parts for reusability and failure causes, and completing service reports and other paperwork daily via laptop are key duties. Communication with customers regarding machine issues, repair plans, and status is crucial. The technician will advocate for safety and adhere to all safety policies and procedures, while also supporting corporate initiatives and performing other assigned duties.

Requirements

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

Manages customer base and assigned territory.
Schedules all customer work.
Generates new business and maintains customer relations.
Conducts necessary machine performance and diagnostic tests, interprets results and makes an independent decision as to the extent of machine repair.
Provides services anytime as needed.
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 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.