Service Technical Specialist

ESSENTIAL FUNCTIONS

• Provide solutions and troubleshoot customer complaints over the phone.
• Research and diagnose technical problems on Caterpillar equipment and define root cause for repair work.
• Assign Technician’s jobs.
• Prepare and provide estimates/quotes.
• Schedule jobs in shop and/or field.
• Customer follow-up calls.

ADDITIONAL FUNCTIONS

• Open work orders.
• Prepare work orders for closing.
• Initiate warranty claims.
• Utilize service manuals and parts books.
• Work with Service Supervisor to perform employee annual reviews.

QUALIFICATIONS/KNOWLEDGE/SKILL/ABILITY

·        High School graduate or equivalent.

·        Occasionally operate a company vehicle requiring a valid driver’s license (driving record must meet company insurance standards and is reviewed annually).

• Familiar with repair procedures and be able to assist in troubleshooting engine hydraulic, electrical and mechanical systems on Caterpillar equipment.
• Able to work in a team environment.

·        Able to write and communicate effectively with external/internal customers.

• Prior technical experience or training with/on Caterpillar equipment.
• Experience with Caterpillar parts and service operation with emphasis in the service area.
• Good working knowledge of computers, microfiche, parts books and service manuals.

PREFERRED

• Front line leadership course helpful.
• Supervisory experience useful.

PHYSICAL/ENVIRONMENTAL REQUIREMENTS

·        Operate basic office equipment such as; computer terminal, copy machines, calculator, Microfiche viewer and the telephone.

·        Sit/walk/stand throughout the day.

·        Frequently use hands for fine manipulation.

·        Safely climb on heavy equipment ladders and walkways.