Service Technician

Career Area:

Manufacturing

Job Description:

Your Work Shapes the World at Caterpillar Inc.

When you join Caterpillar, you’re joining a global team who cares not just about the work we do – but also about each other. We are the makers, problem solvers, and future world builders who are creating stronger, more sustainable communities. We don’t just talk about progress and innovation here – we make it happen, with our customers, where we work and live. Together, we are building a better world, so we can all enjoy living in it.

Role Definition

Performs installation and maintenance of equipment while ensuring safety and performance standards.

Responsibilities

• Complying with safety, health, and environmental guidelines and participating in continuous improvement of the procedures while performing equipment maintenance.
• Tracking work orders, spare parts, and maintenance parts consumption, and scheduled preventive maintenance procedures using Computerized Maintenance Management System.
• Communicating major issues in equipment performance and maintenance; Supporting the team in implementing robust solutions to improve overall efficiency, yield, and uptime of the equipment.
• Inspecting machinery and equipment to identify problems and potential solutions, and performing appropriate troubleshooting, and preventive maintenance procedures.
• Leading solutions for overall plant installation and maintenance of other associated equipment.

Degree Requirement

Degree or equivalent experience desired

Skill Descriptors

Service Excellence: Knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner.

Level Extensive Experience: 

• Anticipates customers’ needs and satisfies them proactively.
• Resolves complex customer complaints or problems.
• Teaches others how to deliver excellent customer service in a variety of settings.
• Applies the concept of ‘Moments of Truth’ to customer service.
• Participates in developing a variety of effective ways to deal with difficult customers.
• Recovers from a service failure in a way that enhances customer’s esteem of the organization.

Decision Making and Critical Thinking: Knowledge of the decision-making process and associated tools and techniques; ability to accurately analyze situations and reach productive decisions based on informed judgment.

Level Extensive Experience: 

• Differentiates assumptions, perspectives, and historical frameworks.
• Evaluates past decisions for insights to improve decision-making process.
• Assesses and validates decision options and points and predicts their potential impact.
• Advises others in analyzing and synthesizing relevant data and assessing alternatives.
• Uses effective decision-making approaches such as consultative, command, or consensus.
• Ensures that assumptions and received wisdom are objectively analyzed in decisions.

Problem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.

Level Extensive Experience: 

• Ensures capture of lessons to be learned from a problem-solving effort.
• Organizes potential problem solvers and leads problem resolution efforts.
• Uses varying problem-solving approaches and techniques as appropriate.
• Contributes to standard practices for problem-solving approaches, tools, and processes.
• Analyzes and synthesizes information and devises alternative resolution strategies.
• Develops successful resolutions to critical or wide-impact problems.

Preventive Maintenance: Knowledge of hardware systems and its functioning; ability to inspect and correct errors with hardware systems and applying measures proactively to ensure stable functioning.

Level Extensive Experience: 

• Creates reference documents for Planned Maintenance and evaluates Condition Based Maintenance data.
• Oversees maintenance processes and resolves any ineffective approaches to avoid repeating mistakes.
• Coaches operators on how to prolong the life span of all plant equipment.
• Designs procedures for preventive measures to help improve efficiency and effectiveness.
• Monitors preventive maintenance system operations and advises on adjustments needed for the system.
• Coordinates resources for maintenance, repair and overhaul of plant equipment.

Mechanical/Machinery: Knowledge of machines and tools; ability to use knowledge of machinery or mechanical objects including their designs, uses, repair, and maintenance.

Level Extensive Experience: 

• Provides key input to major acquisition, operating, maintenance and safety issues and considerations involving equipment and machinery.
• Uses/operates and maintains the most complex tools and machinery.
• Recommends on-going improvements regarding operation, maintenance, safety and training of equipment and machinery.
• Advises and coaches senior management regarding key the benefits, costs, and rationale for standards, policies, methods and actual equipment and machinery used.
• Mentors, coaches and trains others in the use, operation and maintenance of various equipment, tools and machinery.
• Resolves the most complex problems regarding the use, operation or maintenance of equipment and machinery.

5S Housekeeping: Knowledge of 5S Housekeeping concepts; ability to design, implement and sustain 5S housekeeping strategies to ensure standardization of workplace operations.

Level Extensive Experience: 

• Monitors the implementation of 5S housekeeping methodology within the organization.
• Facilitates discussions among employees about the standardization of work processes.
• Monitors the consensus about how work should be done.
• Teaches employees about the importance of process ownership in 5S activities.
• Oversees the maintenance of a clean environment as an ongoing program.
• Uses checklists to mark areas based on key criteria.

Troubleshooting Technical Problems: Knowledge of troubleshooting approaches, tools and techniques; ability to anticipate, detect and resolve technical problems in a manufacturing environment.

Level Extensive Experience: 

• Evaluates business impact of failure and the criticality and timing of needed resolution.
• Resolves difficult or high-impact equipment and systems problems.
• Monitors machine performance and history; addresses excessive maintenance or repair needs.
• Coaches others how to resolve integration or communications problems in multi-vendor environment.
• Applies specific techniques for isolating a problem and defining resolution approach.
• Uses advanced diagnostic techniques and tools for unusual or performance-related problems.

Environmental Health and Safety (EHS) Policy Compliance: Knowledge of Environmental Health and Safety (EHS) policies; ability to implement EHS policies to ensure that provided products and services are safe for people and the environment and in compliance with legal requirements and standards.

Level Working Knowledge: 

• Uses safety or personal protective equipment, e.g. safety boots and protective eyewear.
• Prepares for emergency situations according to EHS policy.
• Replaces hazardous materials with environmentally friendly ones where appropriate.
• Conducts risk assessments to identify hazards in the business, work areas and work processes.
• Completes incident report forms after detecting risks or hazards in the workplace.

This Job Description is intended as a general guide to the job duties for this position and is intended for the purpose of establishing the specific salary grade. It is not designed to contain or be interpreted as an exhaustive summary of all responsibilities, duties and effort required of employees assigned to this job. At the discretion of management, this description may be changed at any time to address the evolving needs of the organization. It is expressly not intended to be a comprehensive list of “essential job functions” as that term is defined by the Americans with Disabilities Act.

Posting Dates:

June 6, 2024 – August 5, 2024

Caterpillar is an Equal Opportunity Employer (EEO).

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