Customer Solutions Specialist

Description

Find YOUR fit at Ohio CAT (a division of Ohio Machinery Co.)!  Join a winning culture that strives to be the top-performing, dynamic industry leader and partner of choice for the products and solutions that help our customers build, improve, feed, power, and protect our world.  Come grow your career - See what opportunities await today! 

Summary:  

The Customer Solutions Specialist is a resource for external customers to gain information regarding service, maintenance, and repair-related opportunities with their Cat equipment, engines, and generators. In addition to supplying information, the CTSR will assist with facilitating additional customer needs such as field service, shop scheduling, and parts identification and ordering. Providing end-to-end support for the dealership’s external customers will improve the overall customer experience, further drive product support sales, and create a sustainable competitive advantage.

Essential Functions and Responsibilities:

• Assist customers with troubleshooting and resolution of product issues.
• Utilize Condition Monitoring case leads involving fault codes, CAT SIS, and service inspections to diagnose customer machine issues.
• Use the DSN system to communicate product issues to dealer Technical Communicators. 
• Locate part numbers and custom parts for serviced/repaired machines. 
• Assist in driving incremental Parts revenue by recommending repair parts to customers.
• Assist in driving incremental Parts and Service revenue by passing on challenging technical requests to the customer’s local Service Department.
• Demonstrate, train, assist, and execute Remote Services and Diagnostics Processes with customers.
• Respond to internal and external customer inquiries and questions in a timely fashion. 
• Elevate high-priority issues and customers to Manager and Caterpillar Representatives. 
• Reviews manufacturer's and trade catalogs, drawings, and other data relative to operation, maintenance, and service of equipment. 
• Maintains records and files of work and revisions. 
• Participates in meetings, seminars, and training sessions to obtain information on new products to better provide technical assistance.

Minimum Skills and Qualifications:

• High School diploma or equivalent required.
• 2-year Vo-Ed Technical School diploma preferred.
• 2+ years direct CAT Service experience or 3+ years industry experience in construction equipment desired.
• Functional knowledge of CAT products.
• Advanced-level troubleshooting skills and knowledgeable use and application of diagnostic tools, electrical and electronic system applications.
• Comprehensive knowledge of the application, operation, repair and function of Caterpillar equipment and engines.
• Advanced-level problem-solving techniques and knowledge of repair options for Caterpillar machines, engines, and components.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence.

Employee Benefits:

• 401(k): Match and employer discretionary contribution.
• Health Insurance: Two options are available, including an HSA with a dollar-for-dollar match of up to $1,200 per year.
• Dental & Vision Insurance: Comprehensive coverage options.
• Financial Access: Credit Union membership is available.
• Insurance: Life Insurance, Short-Term Disability, and Long-Term Disability coverage.
• Educational Opportunities: Scholarships for employees’ spouses and children through the Ohio Machinery Education and Opportunity Foundation.
• Compensation: Base pay, annual bonus potential, and company success share bonuses.

Physical Requirements:

Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a computer keyboard; and the abilities to exchange information both verbally as well as through written communication as needed. The noise level in the work environment is usually quiet in office settings and moderate to loud in other situations, with both constant and sudden loud noises possible.

EEO, Veterans & Disabled Employer and VEVRAA/503 Federal Contractor.