Acts as principle internal contact for equipment manufacturers in resolving service/repair problems. Provide written service/repair information from manufacturer, research technical service information when unavailable to service technicians from existing resources. May write service/repair manuals or instructional briefs for use by technicians in resolving unique or unusual service/repair problems and other related activities.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Essential duties and responsibilities include the following. Other duties may be assigned.
•Receives assignment from department manager.
•Reviews manufacturer's and trade catalogs, drawings, and other data relative to operation, maintenance, and service of equipment.
•Organizes material and completes writing assignment according to set standards regarding order, clarity, conciseness, style, and terminology.
•Maintains records and files of work and revisions.
•Selects photographs, drawings, sketches, diagrams, and charts to illustrate material.
•Arranges for formatting, reproduction, and distribution of material.
•Participates in meetings, seminars, and training sessions to obtain information on new products to better provide technical assistance.
•Expedites location of part numbers and custom parts for machines serviced/repaired.
•Assist service staff and technicians with troubleshooting and resolution with product issues.
•Use DSN system to communicate product issues to Caterpillar. Follow-up with Caterpillar as needed.
•Respond to internal and external customer inquiry and questions in a timely fashion.
•Elevate high priority issues and customers to Manager, Technical Services and Caterpillar District Service Representatives.
•Provide Technical advice on warranty issues to warranty analysts.
•Prepare failure analysis reports as needed by Caterpillar and/or customer.
•Demonstrate and promote Quinn Company core values of Integrity, Teamwork, Respect, Quality and Service.
EDUCATION and/or EXPERIENCE
High school diploma or general education degree (GED) required. AA or AS degree desirable with two to three years related experience or training; or equivalent combination of education and experience.
Quinn is an Equal Opportunity Employer M/F/V/DV