Job Information
Western States Equipment Resident Field Technician in Pasco, Washington
Description JOB SUMMARY: Responsible for serving and managing assigned territory and customer base for the Walla Walla, WA area. Repairs machines to the customer's satisfaction in the field or customer's location. Removes, installs, repairs, disassembles, assembles, performs failure analyses of all Caterpillar equipment including engines, attachments, electrical systems, hydraulics, transmissions, power train, brakes, steering, and electronic and computer applications. SUCCESS AT WESTERN STATES: Western State's culture is based on passion for our Vision, Mission, and VALUES. We are fiercely committed to SAFETY and sending every employee, safely home, every day. We strive for EXCELLENCE in all we do and are proud to be a "play to win" organization. We act with INTEGRITY in each and every decision we make. Our People and TEAMWORK drive a fun and engaging culture. We are ACCOUNTABLE as individuals and as an organization. Hourly Pay: $31.50-$51 per hour, DOE. ESSENTIAL FUNCTIONS: 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. KNOWLEDGE SKILLS AND ABILITIES: 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 maintain 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. EDUCATION AND EXPERIENCE: Proof of high school diploma or General Education Degree (GED). Associates Degree or technical training from an accredited vocational school preferred. Five years experience in diagnosis and repair of heavy equipment. Knowl