Service Repair Options Analyst

Would you like to be part of a focused, dedicated team? Do you want to work and grow with other motivated, ambitious people?

Wagner Equipment Co. offers challenging career opportunities, extensive training and employee development along with an opportunity to grow your career and thrive under Wagner’s reputation for excellence. We offer excellent benefits and supply you with the tools you need to maximize your potential and grow within Wagner.

Benefits include:

• Paid Time Off (PTO) Plan - Up to 96 hours of PTO in your first year + 8 company paid holidays
• Medical, dental, and vision insurance 
• Life and AD&D Insurance
• Retirement Plans -  401K and Roth 401K , eligible employees can receive a company contribution up to 7%
• Tuition Reimbursement 
• Employee Assistance Program (EAP)
• CEFCU- Citizens Equity First Credit Union - Employees have access to services include payroll deductions savings, accounts, loans, VISA card, and more.
• Additional Benefits include: Unum Supplemental life Insurance, Aflac Critical Illness + Accidental Insurance, ID WatchDog and discounted employee phone plans.

The Service Repair Options Analyst is primarily responsible for review, creation, and analysis of service repair options performance within the Wagner Equipment Co. business system in a manner that reflects the company’s vision of working as “One Professional Team.” The Service Data Development Repair Options are the foundation of our service pricing strategy to customers. This role works to create and deliver the repair options that includes parts, labor, timing, consumption, and structure for dealer service of Caterpillar and allied products. Service Data is the core information that Wagner leverages to quote and repair equipment.  Standard work drives our service efficiency for added safety, consistency, quality and profitability of Repair Options. The ongoing review and maintenance of Repair Options and standard job performance in our service areas will enhance productivity in the service operational areas.

Pay Rate:  $61,665.61 - $84,845.04 Annually 
Pay rate is dependent upon education & experience. 

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Analyzes standard job and Repair Option performance on work orders compared to historical performance
• Builds standard work processes related to Repair Options in all service areas
• Performs analysis on all systems used to review, create, update, and distribute service repair options, including Service Option Collaborator (SOC), Service Option Viewer (SOV), Calculator Web, Webservices, Cat Certified Rebuild (CCR) application, and Servicedata.cat.com DBS, MS Excel and Project, Saleslink and others. Service Data tools are the center of Dealer service events.
• May participate in the service definition committee meetings
• Develops reports about service Repair Options and standard work as necessary
• Work with service operations to understand the reasons for Repair Options variances and how to correct these
• Analysis of service performance on standard jobs relating to target labor hours vs. actual labor hours, target parts and misc. charges compared to actual
• Makes recommendations for changes to Repair Options standard jobs based upon analysis of work order performance
• Have a high technical focus and broad dealer business understanding. 
• Lead the deployment (and subsequent releases) of Service Data tools with end-users, which includes successful execution of end-user pilots and the associated learning and adoption plan 
• Works with Marketing, IT, Product Support and Service Operations to create and maintain the Repair Options quoting tools
• Other duties as assigned by manager

Required Education and Experience:

• High School Diploma or GED
• Some College or Trade School Preferred
• 3-5 years’ experience performing service work on heavy equipment, preferably Caterpillar equipment
• 3-5 years administrative/clerical experience

Physical Demands & Competencies:

• Standing, walking, talking, sitting, use of hands & hearing
• Sedentary work that primarily involves sitting/standing but may require occasionally lifting and/or moving up to 25 pounds
• Data Entry, telephone, reading/writing, reasoning, organizational, communication & math skills, Safety & Product Knowledge
• Customer Focus: Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and ability to leverage that information in creating customized customer solutions. 
• Data Gathering & Analysis: Knowledge of data gathering and analysis tools, techniques, and processes; ability to collect and synthesize data from a variety of stakeholders and sources in an objective manner to reach a conclusion, goal, or judgment. 
• Service Excellence: Knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner. 
• Consulting: Knowledge of techniques, roles, and responsibilities in providing technical or business guidance to clients, both internal and external; ability to apply consulting knowledge appropriately. 
• Effective Communications: Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors. 
• Problem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations. 
• Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers. 
• Technical Excellence: Knowledge of a given technology and various application methods; ability to develop and provide solutions to significant technical challenges. 
• Familiarity with the function and relationships of machine components (Ex: boom cylinders, hydrostatic drive, hydraulic pumps, transmissions, final drives, crankshaft, camshaft, torque converter, cylinder heads, intake & exhaust valves, turbo chargers, etc.)
• Basic knowledge of Microsoft Word, Outlook, and Excel

Travel Requirements:

• 1- 25%

Work Environment:

• Noise: Moderate
• Indoors

Other Duties:

Job Offers are contingent upon all required pre-employment screenings which may include but are not limited to background checks, drug/alcohol testing, fit for duty testing, and any other job-related tests/screenings.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the employee must possess the abilities or aptitudes to perform each duty proficiently.  

Wagner Equipment Co. is an EEO/AA/Veterans/Disabled employer.

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