Construction - Technology Support Specialist

PRIMARY FUNCTION:

The Technology Specialist (TS) is responsible for supporting the marketing efforts of the Machine Sales (MS) and Product Support (PS) Sales groups of technology products to their customers both as standalone products and add on products for machines.

ESSENTIAL DUTIES:

Assists MSRs and PSRs

• In performing analysis and developing working solutions utilizing our products and services
• To create quotes and formal presentations for customers and making presentations
• Works with Cat and Gregory Poole Personnel in developing and pricing solutions
• Primary troubleshooter for technology products and works closely with service department to ensure customer satisfaction is maximized

Responsible for initial training for technology products and provides support as needed for products.

Works closely with Tech Services Manager, PS Manager, MSRs, PSRs and Service Administration to develop effective training solutions for customers

Develop a selected field technician at each branch to provide local knowledge, installation and support for our customers on new machine technology.

Attends training classes offered by Caterpillar and is expected to maintain skills through online training offered when needed.

Product Specific Responsibilities

Vision Link - Supports any company or customer need as the "go to" contact.

• Works with MSR/PSR to analyze customer needs, customize proposals and create and deliver presentations for new or existing machines or fleets.
• Works with MSR/PSR to train customers after purchase or installation.
• Provide technical support for customers by phone, personal visit or email.
• Provide training to field technicians for field installation for new units.
• Supports through training or troubleshooting to other technicians.

Equipment Manager - Supports any company or customer need as the "go to" contact.

• Works with MSR/PSR to analyze customer needs, customize proposals and create and deliver presentations for new or existing machines or fleets.
• Works with MSR/PSR to train customers after purchase or installation.
• Provide technical support for customers by phone, personal visit or email.

Software Support - Utilizes software products from Caterpillar and other sources to assist MSRs and PSRs with controlling equipment owning and operating costs and fleet management of their customers.

• Works with MSR/PSR to analyze customer applications, help prepare proposals, create and deliver reports and help in the communication to customers.
  • Site Operations and Maintenance Analysis (SOMA)
  • Cycle Timer
  • Fleet Production and Cost (FPC)
  • Maintenance Control System (MCS)
  • Any Future Pilot Programs for Technology

Computer Aided Earthmoving System (CAES) - Supports any company or customer need as the "go to" contact and provides training for installation, testing and support.

• Works with MSR/PSR to analyze customer needs, customize proposals and create and deliver presentations for new or existing machines or fleets.
• Works with MSR/PSR to train customers after purchase or installation.
• Provide technical support for customers by phone, personal visit or email.
• Provide field installation for new systems and troubleshooting and repairs.
• Supports through training or troubleshooting other technicians.

Cat Integrated Object Detection System (CIODS) - Provide information, training, and support for installation, operation, and diagnostics to company and customer personnel.

• Work with MSR/PSR to help in dealer support of system to promote proper usage.
• Provide technical support for field install and troubleshooting.
• Be a resource for information from factory personnel with Technical Communicator.

Condition Monitoring System- Support's the utilization to provide data for the DUIT program to promote good machine maintenance.

• Work with MSR/PSR on maintenance information to provide customer value of minimized customer downtime and operations costs.
• Leverage information recovered to support customer CSA agreements.
• Analyze application, maintenance, and service records to aid in component replacement, planned repair decisions, and TM&R contracts.

VIMS system- Provide support for the monitoring of this advanced diagnostic and equipment management tool.

• Create and manage reports for customer and Rental machines.
• Monitor event codes and trends for machines and communicate with MSR/PSR reps on issues and possible solutions.
• Conduct customer and support personnel training on the use of the system.
• Provide training on installation and diagnostics to technicians.

Part Store - provides support and troubleshooting with customers.

• Assists in promoting and registering Part Store through PSRs and Sales Team.
• Install, trains and supports customers as needed by PSRs.

Operator Simulator's- Promote and support the use of machine operator simulator in Technical School and customer applications.

• Quote for set-up and support of simulators with MSR/PSR for customer's
• Provide system training and demonstrations for customers when needed
• Work with Cat personnel on updating product knowledge and new systems when available.

Customer SIS/ET - helps promote and provides installation and troubleshooting support.

• Works with PSR to promote customer versions, customize and deliver proposals.
• Installs these products and provides initial training.
• Provide technical support for customers by phone, personal visit or email.

Specific Position Requirements

Daily Planning - The TS position has many areas of expertise and is a multifaceted resource both internally and externally. To help manage the time demands of the TS, the position is required to keep a Microsoft Office calendar updated with his schedule and reviewed with the Tech Services Manager weekly. All activities including training sessions, planned MSR/PSR travel, planned customer visits, planned installation/troubleshooting events, vacations, etc. will be scheduled. The TS calendar will be made available to all service managers, PSRs and division managers.

Daily Recordkeeping - Significant customer contacts will be tracked through Goldmine utilizing the Goldmine Call Reporting System.

Communication - Due to the technical expertise of this position, it can quickly and easily become a direct point of contact for customers and for Caterpillar. All verbal communication that involves a customer will be made through the MSR or PSR except with their prior approval or when needed for troubleshooting and training. All written communication that involves a customer will be copied to the PSR. Caterpillar communication will be through the Technical Communicator or Tech Services Manager.

Customer Relations - In order to ensure high customer satisfaction is maintained, it is critical that we look and act as "one company" in our customer relations. It will be necessary for the TS to work through the designated MSR or PSR in order to ensure the "one company" view from the customer. In order to maintain customer satisfaction, to control the quantity of customer contacts, to ensure accurate and complete internal and external communication, the TS must route all communications of quotes and services for customers the MSR and/or PSR.

MINIMUM REQUIREMENTS:

EDUCATION

Associate degree with at least four years of instructional development and training. Extensive mechanical background and human relations skills may substitute for the associate degree. Formal Caterpillar factory training (or other major manufactory) is an advantage

WORK EXPERIENCE

.See above

LANGUAGE SKILLS

Ability to read, analysis and interpret service manuals, parts manuals, common technical journals and technical procedures. Ability to write technical reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, technicians, and GPEC external customers. Ability to orally respond to common inquires or complaints from internal or external customers. To include the ability to effectively present information to top management

MATHEMATICAL SKILLS

Ability to calculate figures and amounts such as proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

REASONING ABILITY

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instruction furnished in written, oral, diagram, or schedule form.

CERTIFICATES, LICENSES, REGISTRATIONS

Valid state driver license

OTHER SKILLS and ABILITIES

Proficient in any company provided software products - Microsoft Office, Goldmine, DBSi, Caterpillar Customer SIS, etc.

This job description is not intended to be all-inclusive. Your supervisor may request and assign you similar duties. Any major modification of this job role requires Human Resources approval.