Resident Field Technician

Western States Careers•Butte, MT

3d•Onsite

About The Position

The Resident Field Technician is responsible for managing a customer base and assigned territory, scheduling customer work, generating new business, and maintaining customer relations. This role involves conducting machine performance and diagnostic tests, interpreting results, and making independent decisions regarding machine repair. The technician will perform services as needed, using troubleshooting methods to repair and diagnose machine and attachment failures according to time requirement guidelines (TRG) standards. They will escalate unresolved issues to Technical Communicators for further assistance and adapt their knowledge of Caterpillar machine systems to troubleshoot and repair new equipment models. The position requires performing work in the field or at customer locations, which may include overtime and overnight assignments. Key performance indicators include repairing machines without error, consistently meeting time requirement guidelines, and efficiently handling warranty and service letter issues. The technician will effectively use web-based tools like STW, SIS, and ET to address technical issues and perform all tasks in accordance with outlined procedures, maintaining professionalism, self-control, and integrity in stressful situations. A professional image and adherence to customer requirements on job sites are essential. The role involves ordering necessary parts, evaluating parts for reusability and failure causes, and completing service reports, time entry, and other paperwork daily via a laptop. Communication with customers regarding machine issues, repair plans, and status is crucial, along with adhering to customer care standards. The technician must actively promote and adhere to safety policies and procedures at Western States, working within and promoting the organization's corporate vision, mission, and values. Other duties as assigned may be part of the role.

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

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.