Resident Field Technician

Western States Equipment; Butte (MT); On-site; USD 65,000 - 90,000; Full time

Job summary

Western States Equipment in Montana is seeking a seasoned field service technician to diagnose and repair heavy equipment at customer sites. You will interpret tests, plan repairs, order parts, and complete service reports while maintaining professional customer relations.

Role requires CAT systems knowledge, at least five years of field experience, a valid CDL with air brakes, and the ability to work independently with minimal supervision. Overnight travel may be required.

Qualifications

• Proof of high school diploma or GED.
• Associates degree or technical training from an accredited school preferred.
• Five years experience diagnosing and repairing heavy equipment (Caterpillar a plus).
• Prior troubleshooting methods and systems experience required.
• Must own required tools.
• CDL with air brake experience and acceptable driving record (DOT compliant).
• Must be able to communicate in English (read, write, speak).

Responsibilities

• Manages customer base and assigned territory. Schedules all customer work.
• Conducts machine performance and diagnostic tests; interprets results and decides extent of repair.
• Performs repairs using TRG standards and escalates unresolved issues as needed.
• Adapts Caterpillar machine systems knowledge to new equipment models.
• Works in the field at customer locations; may require overtime and overnight travel.
• Completes service reports and time entries; submits daily via e-mail.
• Communicates issues, resolution plans and status to customer during repairs.
• Adheres to safety policies and customer care standards.

Skills

Excellent customer service

Self-schedule work

Microsoft Office proficiency

Relationship building

Caterpillar systems knowledge

Overtime travel willingness

Long-distance driving ability

Reliable attendance

Education

HS diploma or GED

Associates degree or tech training

Five years heavy equipment repair experience

Caterpillar experience preferred

Current CDL with air brake experience

DOT compliance understanding

English communication proficiency

Job description

• Manages customer base and assigned territory. Schedules all customer work. Generates new business and maintains customer relations.
• Conducts necessary machine performance and diagnostic tests, interprets results and makes an independent decision as to the extent of machine repair. Provides services anytime as needed.
• Uses troubleshooting methods to repair and diagnose machine and attachment failures and performs repairs according to time requirement guidelines (TRG) standards. Escalates unresolved issues to Technical Communicators for further research and assistance.
• Adapts knowledge of Caterpillar machine systems to troubleshoot and repair new equipment models.
• Performs work in the field or at customer locations which can include overtime and overnight assignments.
• Repairs machines without error and consistently repairs machines within the time requirement guidelines.
• Repairs warranty and service letter issues efficiently and as soon as possible.
• Uses web based STW, SIS, and ET effectively to address technical issues. Performs all required tasks in accordance with outlined procedures.
• Conducts business professionally. Maintains self control and integrity in stressful situations. Maintains a professional image.
• Adheres to all customer requirements while on job site.
• Orders parts required to complete repairs. Evaluates parts to determine reusability and cause of failure.
• Completes service reports, time entry, and all other paperwork and reporting on a laptop and submits them daily via e-mail.
• Communicates machine issues, problem resolution plan(s) and status of repair(s) to customer during repairs.
• Adheres to all customer care standards.
• Actively cares and advocates safety at Western States. Adhere 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.
• Work within and promote corporate vision, mission, and values of the organization.
• Performs other duties as assigned.

Essential Functions

• Manages customer base and assigned territory. Schedules all customer work. Generates new business and maintains customer relations.
• Conducts necessary machine performance and diagnostic tests, interprets results and makes an independent decision as to the extent of machine repair. Provides services anytime as needed.
• Uses troubleshooting methods to repair and diagnose machine and attachment failures and performs repairs according to time requirement guidelines (TRG) standards. Escalates unresolved issues to Technical Communicators for further research and assistance.
• Adapts knowledge of Caterpillar machine systems to troubleshoot and repair new equipment models.
• Performs work in the field or at customer locations which can include overtime and overnight assignments.
• Repairs machines without error and consistently repairs machines within the time requirement guidelines.
• Repairs warranty and service letter issues efficiently and as soon as possible.
• Uses web based STW, SIS, and ET effectively to address technical issues. Performs all required tasks in accordance with outlined procedures.
• Conducts business professionally. Maintains self control and integrity in stressful situations. Maintains a professional image.
• Adheres to all customer requirements while on job site.
• Orders parts required to complete repairs. Evaluates parts to determine reusability and cause of failure.
• Completes service reports, time entry, and all other paperwork and reporting on a laptop and submits them daily via e-mail.
• Communicates machine issues, problem resolution plan(s) and status of repair(s) to customer during repairs.
• Adheres to all customer care standards.
• Actively cares and advocates safety at Western States. Adhere 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.
• Work within and promote corporate vision, mission, and values of the organization.
• Performs other duties as assigned.

Knowledge Skills And Abilities

• Excellent customer service skills.
• Ability to self-schedule and perform duties with minimal supervision required.
• Knowledge and use of Microsoft computer products or other comparable systems required.
• Ability to establish and maintain effective working relationships with others to include customers, vendors, employees and the public.
• Knowledgeable in all Caterpillar machine systems.
• Ability to work overtime with minimal notice required.
• Ability to drive for long periods of time and travel away from home as required.
• Consistent attendance.

Education And Experience

• Proof of high school diploma or General Education Degree (GED).
• Associates Degree or technical training from an accredited vocational school preferred.
• Five years experience in diagnosis and repair of heavy equipment. Knowledge of scrapers and crawler tractors, loaders, excavators, off highway trucks, preferred. Caterpillar experience preferred.
• Prior experience in troubleshooting methods and systems required.
• Must own required tools.
• Must have a current CDL with air brake experience and acceptable driving record. Must meet DOT requirements.
• Must be able to communicate (speak, read, comprehend, write in English).

Physical Characteristics

• Must be able to stand for long periods of time along with walking, sitting, climbing stairs, reaching 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.

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.

This role is designated as safety-sensitive.