Product Improvement Field Technician

JOB SUMMARY: The Product Improvement Field Technician is responsible for completing manufacturer product improvement letters for defined territory. This includes traveling to customer job sites within the Western States territory in order to complete product improvements to improve overall customer satisfaction of equipment.

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.

ESSENTIAL FUNCTIONS:

• Reviews product improvement letters for assigned territory and develops an action plan to complete improvement letters with a schedule that fits the needs of the customer.
• Independently reviews each product improvement letter requirement and completes letters at customer job site, including identifying and obtaining resources needed to complete product improvement letters.
• Creates quotes and service call invoices for all repairs required, finalizing all steps needed to complete the service call process with 100% accuracy.
• Collaborates with parts team, utilizing technical documentation and drawings to procure parts required for project.
• Utilizes technician tools available, including but not limited to service manuals, Operators Maintenance Manuals, SIS Web, and STW to effectively address technical issues.
• Performs all required tasks in accordance with printed procedures.
• Updates Service Schedule in AX to identify availability and repairs scheduled daily.
• Handles all customer inquiries in a prompt and professional manner.
• Adheres to all customer care standards.
• Actively cares and advocates safety at Western States.  Adheres 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.
• Works and promotes corporate vision, mission, and values of the organization.
• Performs other duties as assigned.

KNOWLEDGE SKILLS AND ABILITIES:

• Excellent written and verbal communication skills
• Strong interpersonal skills and ability to perform under pressure.
• Self-motivated with ability to learn quickly and work independently.
• Increasing specialization in machine systems, included but not limited to electrical, hydraulic, A/C, and power train.
• Excellent computer skills and experience in Microsoft Office required.
• Must be able to comprehend technical documentation that contains descriptions and specifications of proprietary hardware/software.
• Must be able to evaluate work to ensure effectiveness, technical adequacy, and identify resolutions.
• Must be able to communicate (speak, read, comprehend, write in English).
• Ability to learn and use software programs (ET, STW, Parts Integration, SIS Web).
• Ability to develop and maintain effective working relationships with others.
• Ability to travel up to 80% and work overtime with little to no notice.
• Consistent attendance and timeliness.

EDUCATION AND EXPERIENCE:

• Proof of high school diploma or General Education Degree (GED).
• Associates Degree from an accredited vocational school preferred or comparable work experience required.
• 1-year Field Service experience preferred.
• Five years’ experience in diagnosis and repair of heavy equipment. Knowledge of scrapers and crawler tractors, loaders, excavators, off highway trucks, required. Caterpillar experience preferred.
• Proof of driver’s license and acceptable driving record required.              

PHYSICAL CHARACTERISTICS:

• Must be able to stand for long periods of time along with walking, sitting, repetitive climbing stairs, reaching (including but not limited to above-shoulder reaching), repetitive bending, stooping, pushing, pulling, leaning and twisting.
• Able to lift up to 50 lbs in accordance with Western States’ Lifting Safe Work Practice to include amount and approach.
• Must be able to meet all safety requirements for applicable safety policies.
• Exposure to extreme temperatures and environment.
• Exposure to high noise level.
• Exposure to fumes.

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. It is not intended be an exhaustive list of all responsibilities, duties, and skills required of employees in this classification.