Service Mentor

Thompson Machinery; Manchester (TN); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Competitive pay

Tuition Reimbursement

401k matching

Profit Sharing

Paid holidays

Paid time off

Dental and vision insurance

Employee Assistance Program (EAP)

Job summary

Thompson Machinery in Tennessee is seeking a Service Mentor to oversee and guide newer technicians, balancing workload and verifying trainee progress while assisting on repairs.

You will evaluate and troubleshoot customer and company equipment, interpret diagrams, and respond to service inquiries, all within a team that emphasizes growth and skill development through CAT training.

Qualifications

• Seven or more years of hands-on equipment diagnostics and advanced troubleshooting experience on construction equipment.
• Service Technician training and/or equipment service and maintenance training through accredited schools or manufacturers.
• Flexible schedule including nights, weekends, and on-call hours as required.
• Professionalism, integrity, adaptability and strong customer service focus.
• Sense of urgency and self-initiative with a drive for success.
• Excellent communication skills.

Responsibilities

• Evaluate and troubleshoot customer and company equipment for repairs.
• Perform repairs or maintenance in a timely manner.
• Research and interpret components, diagrams and systems for equipment repairs.
• Respond to customer inquiries related to service.
• Review and advise on trainee progress and work performed.
• Work independently on assigned tasks and balance multiple projects.
• Complete reports, documentation, and paperwork accurately and on time.

Skills

Troubleshooting

Communication

Customer service

Email proficiency

Problem solving

Education

High school diploma

Technical education preferred

Tools

MS Outlook

Excel

Caterpillar software

Job description

Service Mentor

ABOUT US

Looking for more than just a job? At Thompson Machinery, we've been powering progress since 1944. We are the go-to Caterpillar dealer for Middle and West Tennessee and North Mississippi. Come join a team where our mission is simple: deliver smart solutions, build lasting partnerships, strengthen the communities we call home and invest in your growth.

WHAT YOU WILL DO

Provides oversight and instructions to newer, developing technicians. Maintains personal work-load while assisting & verifying service trainee work processes. Recommends alternative techniques and approaches to service & repair.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Evaluate & troubleshoot customer and company equipment for repairs.
• Perform repairs or maintenance to customer or company equipment in a timely manner.
• Research & interpret components, diagrams and systems for equipment repairs.
• Respond to customer inquiries related to service.
• Review, advise on & approve trainee progress and work performed.
• Works independent of supervision on assigned tasks. Moves between projects as scheduling requires.
• Uses personal and company tools/resources effectively.
• Demonstrates troubleshooting aptitude by thinking through problems.
• Completes reports, documentation, and other paperwork accurately and on time.
• Performs tasks with highest level of quality.
• Able to work a flexible schedule, including nights, weekends and on-call hours as required.
• Requires frequent hand use for typing, operating the phone, handling materials, and other job-related tasks
• May work in situations where hazards may be present
• Other duties as assigned

WHAT WE EXPECT OF YOU

We all have different backgrounds, yet we all use our unique contributions to provide the highest quality of service.

BASIC QUALIFICATIONS

• Service Technician training and/or equipment service and maintenance training through accredited technical schools, equipment dealerships or manufacturer factory training preferred. High school diploma required, college and/or technical education preferred.
• Seven or more years of previous hands‑on equipment diagnostics and advanced troubleshooting experience working on construction equipment, including Caterpillar, Deere, Case, Komatsu, etc. Candidates with limited equipment experience, but with strong engine experience will be considered.
• Able to work a flexible schedule, including nights, weekends and on-call hours as required.
• Demonstrated professionalism, integrity, adaptability and a strong customer service focus.
• Sense of urgency and self‑initiative, and the personal drive for success.
• Excellent communication skills.

EDUCATION & EXPERIENCE

• Service Technician training and/or equipment service and maintenance training through accredited technical schools, dealerships or manufacturer factory training preferred. High school diploma required, college and/or technical education preferred.
• Seven or more years of previous hands‑on equipment diagnostics and advanced troubleshooting experience working on equipment, including Caterpillar. Candidates with limited equipment experience, but with strong engine experience will be considered.

KNOWLEDGE, TECHNICAL SKILL, & ABILITIES

• Must be able to communicate via email effectively and efficiently (MS Outlook, Word, Excel, etc.)
• Must develop functional ability in the use of proprietary (i.e., Caterpillar, etc.) software and/or technologies.
• Demonstrated professionalism, integrity, adaptability and a strong customer service focus.
• Sense of urgency and self‑initiative, and the personal drive for success.
• Excellent communication skills.

WHAT'S IN IT FOR YOU

At Thompson Machinery, we believe that great benefits are more than just perks‑they're essential for employee well‑being and success. We've designed a benefits package that goes beyond the ordinary, ensuring that our team members thrive both personally and professionally. Here's an overview of our benefits, including some that set us apart from our competitors.

THE BASICS

• Various medical plan options, including a no-cost option
• Vision and dental insurance
• Employer-paid short‑term and long‑term disability insurance
• Employer-paid basic life insurance
• 401k matching
• Profit Sharing
• 8 paid holidays annually
• Initially up to 15 days of Paid Time Off annually with increase after five years of service
• Employee Assistance Program (EAP)

WHAT SETS US APART

• Competitive pay
• Exposure to world‑class CAT training and development
• Tuition Reimbursement
• Tool Purchase Assistance to buy high‑quality tools at deep discounts
• Annual stipend toward the purchase of work boots
• Company Incentive Bonus Program
• Paid Veteran holiday annually to all service members
• Training and Development programs
• Work uniforms and professional cleaning services
• Financial Wellness programs

Thompson Machinery offers competitive salaries and a complete benefits package. Compensation for this position will be commensurate with candidate experience and background. Thompson Machinery is an equal opportunity employer: Minorities/Women/Veterans/Disabled.