Perform Product Link (PL) installation, troubleshooting and repairs. Perform new machine revisits and machine technical analysis (TA’s) for Empire clients. Gather information from machines and clients, and plan appropriate action steps in order to maintain client satisfaction and generate sales leads. Report gathered information to product support sales managers and new machine sales managers.
Essential Functions:
Perform Product Link installations, troubleshooting and repairs on both CAT and non-CAT equipment.
Perform machine revisits and TA’s for Maintenance Plan Agreements.
Communicate possible machine issues with appropriate department within Empire.
Communicate well with clients to relay maintenance, operation, product features, and warranty information as required by visit.
Schedule visits in an effort to build positive client relationships and ensure specific safety requirements prior to onsite client visit.
Communicate the use of operation and maintenance manuals to the client when required.
Collect and maintain machine revisit data and provides reporting to Product Support Sales Managers.
Schedule warranty work with appropriate service departments when necessary.
Perform follow up phone calls with clients when necessary.
Generate and manage qualified sales leads. Forward qualified leads to appropriate personnel to pursue the opportunity.
Maintain strong knowledge of client territory MSHA, industry and other regulations, processes and best practices prior to scheduled onsite visits.
Work safely at all times. Adhere to all applicable safety policies. Comply with all company policies, procedures, and standards.
Additional Responsibilities:
Maintains vehicle, office and other materials.
Maintain and keep accurate parts inventory on truck to ensure efficient install/repair requirements.
Gain and maintain a proficiency in the use of the Caterpillar SIS, VisionLink, Infocast and other websites to secure technical specifications and performance of all Caterpillar and Non-CAT products.
Maintain an understanding of basic operations and applications for Caterpillar and Allied products.
Become proficient in the use of the Empire Parts and Service Operations Systems.
Become proficient in the use of Empire CRM software.
Maintain current MSHA card if work area requires.
Perform other job duties as assigned by supervisor.
Work within and promote corporate values.
Additional Level Requirements
Knowledge Skills and Abilities:
Knowledge of PL installation and troubleshooting preferred.
Must have ability to develop the mechanical aptitude sufficient to relate to mechanical applications, failures, etc.
Must have strong client service skills.
Must have interpersonal and communication skills sufficient to work cooperatively with people and to execute sales transactions.
Must have ability to develop an in-depth knowledge of entire Caterpillar product line and applications.
Basic selling skills preferred.
Sufficient computer skills to utilize Empire’s internal and external software are programs.
Must have working knowledge of Caterpillar and competitive construction equipment model designations and application.
Must have ability to develop an in-depth knowledge of Empire’s operating department’s functions.
Ability to maintain consistent attendance.
Education and Experience:
Proof of high school diploma or General Education Degree (GED).
Current driver's license.
Minimum of 2 years’ experience in maintenance and/or service in a heavy equipment environment.
Must be able to communicate (speak, read, comprehend, write) in English.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to stand, sit, use hands, feel and talk or hear.
The employee frequently is required to sit, walk, reach with hands and arms outward and above shoulder, climb or balance, crawl, bend, stoop or kneel.
Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus
The employee is regularly required to lift and/or move up to 20 pounds and occasionally required to lift and/or move up to 50 pounds.
This position is designated as a "Safety-Sensitive Position". A Safety-Sensitive Position includes tasks or duties that the employer in good faith believes could affect the safety or health of the employee performing the task or others, which includes any of the following: operating a motor vehicle, other vehicle, equipment, machinery or manufacturing process, the malfunction or disruption of which could result in injury or property damage; performing duties in the residential or commercial premises of a customer, supplier or vendor; working in any occupation subject to federal safety regulations. If on an occasional basis, employees perform tasks or duties as listed above, then their role would be classified as Safety Sensitive.
Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is constantly exposed to outdoor weather and extreme heat or cold.
The employee is frequently exposed to moving mechanical parts.
The employee is occasionally exposed to wet or humid conditions, toxic or caustic chemicals, high precarious places, risk of electrical shock, vibration, and an indoor controlled environment.
The noise level in the work environment is usually loud.
Disclaimer:
Disclaimer: The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. The roles and objectives of this job do not include setting corporate policy, and does not constitute a managing agent of the company.
Empire is committed to working with and providing reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the employment process, please call 480-633-5440 and let us know the nature of your request and your contact information.
Empire Southwest is an EEO/Affirmative Action Employer
