Description

Position Duties/Responsibilities

• Adheres to all safety rules and maintains good housekeeping (5S) in shop area. 
• Diagnoses and repairs hydraulic cylinders and equipment in the service shop.
• Orders parts, writing service reports, return of parts, core returns, assigning time to jobs and adhering to all safety regulations.
• Completes all required reporting for service time in an accurate and efficiently; this includes writing service reports, properly allocating time to each job, and tracking parts charged and parts returned.
• Maintains customer satisfaction by understanding customer needs and deadlines, attempting to complete scheduled repairs and service as safely, timely and accurately as possible.
• Maintains company issued equipment and tools, keeping them in good working order.

• Knowledge, skills and abilities typically acquired through a high school education or equivalent.  Technical background provided through a vocational school with studies in diesel equipment repair.
• 3-5 years mechanical experience with heavy equipment, preferably with Caterpillar.  Strong working knowledge of hydraulics, power train and electrical systems.
• Solid understanding of work area metrics, takes responsibility for improving metrics and results.  Understands the value of 6 Sigma in the workplace and contributes when asked.  Applies initiative, demonstrating a “self starting” ability to daily work and proactively making improvements to the work process.
• Exhibits good problem solving skills; is able to identify problems, solicit other’s opinions and offer valid solutions.  Interprets and applies policies, procedures and guidelines. Demonstrates a basic understanding of warranty administration. 
• Responds to customer requests with a sense of urgency, treating customers as his/her highest priority.  Takes personal responsibility with customers, keeping commitments and following through on requests.
• Is able to project professionalism with both internal and external customers, including personal appearance along with friendly, courteous treatment of peers, subordinates and customers.
• A strong knowledge of the product and a good knowledge of the product market with a strong respect for the Caterpillar influence.
• Is able to operate industry specific PC and main frame programs with a basic understanding of MS Word, Excel and data base systems.
• The ability to work overtime and weekends.

Difficulty of Work and Responsibility

Technician works independently performing complex duties that require discretionary judgement regarding the installation, repair and servicing of heavy equipment. The incumbent uses CAT guidelines and company policies and procedures that are generally easy to interpret and apply.  Electrical codes, hydraulic principles and safety rules and regulations are followed as well and may be more difficult to interpret and apply. Detailed and technical instructions are given for special projects or upon request. The position has no supervisory authority but is expected to coach and mentor other employees as his/her skill mandates. Independent decisions involving the service and repair of the product and coordination of systems are made frequently. The most serious consequences from an error in judgement or procedure could impact financial matters, productivity, safety, customer relations, company reputation and the direct health and safety of employees and/or customers. It is likely that the supervisor would not detect the error before the above consequences occurred.