Technology Support Specialist

Hawthorne Machinery Co.•Waipahu, HI

4d•$29 - $35•Onsite

About The Position

The Technology Support Specialist (TSS) reports to the HPC Technical Services Manager and is responsible for providing customer support through the performance of on-site installations, diagnosis, troubleshooting, service, and repair of on-board technology and training. The TSS should have a background in mechanical and electrical systems. Working to become a Subject Matter Expert, the Technology Support Specialist bridges the gap between Off-board Technology and Cat Onboard Technology and works closely with Product Support, Rental, Sales, Technical Services, and Service departments to support various corporate initiatives related to equipment management solutions. These including connectivity, equipment management, and installation and troubleshooting of Hardware and Software on all Cat Machine Systems.

Requirements

Must have a valid Driver’s License with a good driving record.
Must have a high school diploma or equivalent.
Two to five years of experience in construction equipment industry preferred.
Two to five years of technology experience and/or training; or equivalent combination of education and experience preferred.
Must demonstrate familiarity and aptitude with Cat prime product knowledge and operation.
Must have familiarity with heavy equipment and hydraulic systems.
Must have excellent PC skills.
Above average knowledge of Microsoft Office Suite including Excel and Word.
Must have strong mechanical aptitude and understanding of machine control products.
Must have the ability to follow both routine and advanced procedures and to think analytically.
Ability to multi-task and establish priorities.
Must have the ability to plan and organize work in a dynamic environment with minimal supervision, but also work well in a team environment.
Must have excellent verbal, written, and problem-solving skills as well as a strong command of written and verbal English.

Responsibilities

Provide Support to Technical Services team / TC’s to work and resolve prime product issues including but not limited to machine system technology issues between Dealer Technicians, TC’s, DSN, Cat Technical Reps and engineering.
Supports construction technology products, including Product Link, VisionLink, My.Cat.com, Cat App, Cat Inspect, Cat Grade 2D/3D, SITECH and other technology applications and solutions.
Provides guidance to Service personnel for hardware installation and configuration.
Installs or trains others to install, activates and troubleshoots Product Link units on construction equipment and engines/generators.
Provides Visionlink training and support to internal staff and external customers.
Performs equipment inspections utilizing Cat Inspect application and communicates relevant equipment information to Inspection Specialist or appropriate representative (PSSR/ISR).
Performs and trains others on CAT Remote Troubleshoot and Remote Flash, applications and procedures.
Works in relevant software applications to add or update customer and equipment data.
Grants access and maintains user accounts within various applications/user interfaces.
Communicates relevant equipment status to customers and other business units as needed.
Interacts with customers and provides information on various technology solutions.
Interacts with customers and provides details on various solutions that we offer (PartStore, SOS, SIS WEB, EMSolutions Levels 1-5)
Builds collaborative relationships with Service, Sales, Marketing, IT, Parts, and Product Support personnel to collect information needs and functional requirements.
Provides guidance to Service personnel for hardware installation and configuration.
Builds collaborative relationships with SITech, Service, Sales, Marketing, IT, Parts, and Product Support personnel.
Attends Caterpillar training and attains certifications as needed.
Assists in the development of localized training materials and provides training to end-users on the operation of Cat on-board Technology.
Provides on-site troubleshooting as requested by the sales, service and technical support organizations.
Documents and reports field activities as well as is pro-active in creating process improvement.
Assists Operations Teams with tasks related to equipment shipping, receiving, and handling.
Delivers quality technical assistance on time and ensures customer satisfaction.
Assists sales and marketing with trade shows and events
Work safely and follow all company safety policies, procedures, and practices.
Performs other duties as assigned by Management.