Customer Solutions Specialist

Ohio Cat; Broadview Heights (OH); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

401(k) match

Health insurance

Dental & vision insurance

Credit union

Life & disability insurance

Educational opportunities

Bonus potential

Job summary

Ohio CAT, a division of Ohio Machinery Co., is seeking a Customer Solutions Specialist to support external customers on service, maintenance, and repair opportunities for Cat equipment, engines, and generators. You will facilitate field service, shop scheduling, parts identification and ordering, and end-to-end support to enhance the customer experience and drive product support sales.

The role focuses on troubleshooting, parts and service revenue growth, and collaboration with technicians and

Qualifications

• High School diploma or equivalent required.
• 2-year Vo-Ed Technical School diploma preferred.
• 2+ years CAT service experience or 3+ years industry experience.
• Functional knowledge of CAT products.
• Advanced troubleshooting skills with diagnostic tools and CAT systems.
• Knowledge of CAT equipment, engines, and components.
• Ability to interpret safety rules and operation manuals.

Responsibilities

• Assist customers with troubleshooting and resolution of product issues.
• Use diagnostic tools and CAT SIS to diagnose customer machine issues.
• Communicate product issues to dealer Technical Communicators via DSN.
• Locate part numbers and custom parts for serviced/repaired machines.
• Assist in driving parts revenue by recommending repair parts to customers.
• Assist in driving parts and service revenue by routing technical requests to the local Service Department.
• Demonstrate and train Remote Services and Diagnostics processes with customers.
• Respond to internal and external customer inquiries in a timely fashion.
• Elevate high-priority issues to Manager and Caterpillar Representatives.
• Review catalogs, drawings and data related to operation, maintenance, and service.
• Maintain records and files of work and revisions.
• Participate in meetings and training to stay updated on new products.

Skills

CAT service experience

Technical troubleshooting

Electrical/electronic systems

CAT products knowledge

Diagnostic tools

Repair parts knowledge

Problem-solving

Reading/writing documentation

Education

High School diploma or equivalent

2-year Vo-Ed technical diploma preferred

Job description

Description

FindYOUR fit at Ohio CAT (a division of Ohio Machinery Co.)! Join a winning culture that strives to be the top-performing, dynamic industry leader and partner of choice for the products and solutions that help our customers build, improve, feed, power, and protect our world. Come grow your career - See what opportunities await today!

Description

FindYOUR fit at Ohio CAT (a division of Ohio Machinery Co.)! Join a winning culture that strives to be the top-performing, dynamic industry leader and partner of choice for the products and solutions that help our customers build, improve, feed, power, and protect our world. Come grow your career - See what opportunities await today!

Summary

The Customer Solutions Specialistis a resource for external customers to gain information regarding service, maintenance, and repair-related opportunities with their Cat equipment, engines, and generators. In addition to supplying information, the CTSR will assist with facilitating additional customer needs such as field service, shop scheduling, and parts identification and ordering. Providing end-to-end support for the dealership’s external customers will improve the overall customer experience, further drive product support sales, and create a sustainable competitive advantage.

Essential Functions And Responsibilities

• Assist customers with troubleshooting and resolution of product issues.
• Utilize Condition Monitoring case leads involving fault codes, CAT SIS, and service inspections to diagnose customer machine issues.
• Use the DSN system to communicate product issues to dealer Technical Communicators.
• Locate part numbers and custom parts for serviced/repaired machines.
• Assist in driving incremental Parts revenue by recommending repair parts to customers.
• Assist in driving incremental Parts and Service revenue by passing on challenging technical requests to the customer’s local Service Department.
• Demonstrate, train, assist, and execute Remote Services and Diagnostics Processes with customers.
• Respond to internal and external customer inquiries and questions in a timely fashion.
• Elevate high-priority issues and customers to Manager and Caterpillar Representatives.
• Reviews manufacturer's and trade catalogs, drawings, and other data relative to operation, maintenance, and service of equipment.
• Maintains records and files of work and revisions.
• Participates in meetings, seminars, and training sessions to obtain information on new products to better provide technical assistance.

Minimum Skills And Qualifications

• High School diploma or equivalent required.
• 2-year Vo-Ed Technical School diploma preferred.
• 2+ years direct CAT Service experience or 3+ years industry experience in construction equipment desired.
• Functional knowledge of CAT products.
• Advanced-level troubleshooting skills and knowledgeable use and application of diagnostic tools, electrical and electronic system applications.
• Comprehensive knowledge of the application, operation, repair and function of Caterpillar equipment and engines.
• Advanced-level problem-solving techniques and knowledge of repair options for Caterpillar machines, engines, and components.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence.

Employee Benefits

• 401(k):Match and employer discretionary contribution.
• Health Insurance:Two options are available, including an HSA with a dollar-for-dollar match of up to $1,200 per year.
• Dental & Vision Insurance:Comprehensive coverage options.
• Financial Access:Credit Union membership is available.
• Insurance:Life Insurance, Short-Term Disability, and Long-Term Disability coverage.
• Educational Opportunities:Scholarships for employees' spouses and children through the Ohio Machinery Education and Opportunity Foundation.
• Compensation:Base pay, annual bonus potential, and company success share bonuses.

Physical Requirements

Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a computer keyboard; and the abilities to exchange information both verbally as well as through written communication as needed. The noise level in the work environment is usually quiet in office settings and moderate to loud in other situations, with both constant and sudden loud noises possible.

EEO, Veterans & Disabled Employer and VEVRAA/503 Federal Contractor.