TECHNICAL COMMUNICATOR-FIELD ENGINEER REGION C

Mô tả công việc

SUMMARY Successful applicant provides Quinn Power Systems' Division & Regional stores Commercial Services technical support working through the locally appointed Managers & Supervisors over Electric Power Generation, Commissioning (New Sales Retail / Investor Products & Engineering, Advanced Electrical Services, Customer Support Agreements, and Mechanical Marine & Industrial business groups throughout Quinn's territory. Position acts as the primary technical liaison between Quinn Power Systems Commercial Services, Caterpillar factory, & NON-OEM (outside equipment manufacturers). Position is responsible to log, track, resolve, & report all technician & customer generated technical inquiries and file any resulting DSN's for Parts, Service, & Rental; following each issue through unto problems resolution. Additionally, this position provides technical research support & creates engineering solutions for technical service information not readily available to service technicians or engineers from the normal existing technical resources. Position may write service or repair process manuals or instructional briefs for use by technicians in resolving unique or unusual service/repair problems as well as providing Dealer learning sessions for technical training topics covering previously resolved field follow up issues & sharing their repair remedy with hands on training of our Commercial Service technicians. Position will be assigned technician duties that support the Dealer business, our customers, and their equipment. A Company vehicle and associated travel to perform assigned duties is required..ESSENTIAL DUTIES AND RESPONSIBILITIES Essential duties and responsibilities include the following. Other duties may be assigned.• Receives assignment from department manager.• Trains & mentors subordinate technicians within Commercial Services technical business applications • Reviews manufacturer's and trade catalogs, drawings, and other data relative to operation, maintenance, and service of equipment.• Organizes material and completes writing assignment according to set standards regarding order, clarity, conciseness, style, and terminology.• Maintains records and files of work and revisions.• Selects photographs, drawings, sketches, diagrams, and charts to illustrate material.• Arranges for formatting, reproduction, and distribution of material.• Participates in meetings, seminars, and training sessions to obtain information on new products to better provide technical assistance.• Expedites location of part numbers and custom parts for machines serviced/repaired.• Assist service staff and technicians with troubleshooting and resolution with product issues.• Use DSN system to communicate product issues to Caterpillar. Follow-up with Caterpillar as needed.• Respond to internal and external customer inquiry and questions in a timely fashion.• Elevate high priority issues and customers to Manager, Technical Services and Caterpillar District Service Representatives.• Provide Technical advice on warranty issues to warranty analysts.• Prepare failure analysis reports as needed by Caterpillar and/or customer.• Demonstrate and promote Quinn Company core values of Integrity, Teamwork, Respect for People, Quality and Customer Service.• Perform repairs with limited or no departmental supervision with higher level of responsibility for repair• Exemplary performer by providing proactive leadership role for the entire service department. • Mentor and train technicians within the service department.• Assume ownership of difficult customer issues while maintaining integrity with Quinn Company and Caterpillar • Effectively interact with customers in a professional manner. Reassure customer of positive outcome with Caterpillar and Quinn company• Effective interaction with other departments such as sales and parts• Maintain positive behavior as a representative for Quinn Company and Caterpillar• Disassemble and assemble machines/components. Recondition/repair as required. • Work overtime as required by workload and customer need • Select proper tooling for any standard job and demonstrate proficiency with Cat diagnostic tools.• Perform diagnostics and organize appropriate repair procedures.• Stay current with Cat product line. Utilize resources from Cat and Quinn Company.• Demonstrate and promote Quinn Company core values of Integrity, Teamwork, Respect for People, Quality and Customer Service.• Travel to other stores, customer sites, other dealers and Caterpillar facilities for work or training• Work alternate shifts a required by workload and customer needs• Work in the field as required by manager or supervisors