Equipment Solutions Specialist – Remote Service & Support

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

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