Condition Monitoring Advisor, Product Performance - #1405648

SUCCESS AT WESTERN STATES: Western State’s culture is based on passion for our Vision, Mission, and VALUES. We are fiercely committed to SAFETY and sending every employee, safely home, every day. We strive for EXCELLENCE in all we do and are proud to be a “play to win” organization. We act with INTEGRITY in each and every decision we make. Our People and TEAMWORK drive a fun and engaging culture. We are ACCOUNTABLE as individuals and as an organization. We drive INNOVATION by challenging the status quo and embracing change.

JOB SUMMARY: The Condition Monitoring Advisor is responsible for collecting all data available, on a particular machine, to provide recommended repairs, pricing, and cost of ownership solutions to our customers. This data is typically related to the 5 elements of condition monitoring, which includes: fluid analysis, equipment inspections, electronic data, repair history, and site conditions. Once data analysis is complete, a WSE parts and service quotation will be created and presented at the conclusion of the process for all work requested by customer. Along with condition monitoring duties, this role will also create and manage Customer Value Agreement (CVA)/OMM-PM parts lists and schedules within designated platforms as dictated by the customer agreement or OEM.

Essential Functions

Safety

• Actively cares, promotes, manages, and advocates safety at Western States. As a leader and team member in the organization, it is critical to ensure all employees, vendors, and clients have a safe work environment while adhering to all applicable safety policies, procedures, and standards.
• Maintains clean/clutter free personal work areas to ensure safe environments for all WSECO employees.
• Adhering to required personal protective equipment (PPE) as identified in safety policy.
  
  

Strategy And Performance Management

• Reviews all condition monitoring data available and determines potential repair solutions for equipment within territory.
• Qualifies the repair needs with the customer and collects the necessary information needed to accurately create a quote or estimate of repair.
• Performs all sales functions (quotes, estimates, bids, etc.) for incoming condition monitoring reports and data needing service work or parts sales.
• Evaluates all Warranty and Service update opportunities that may be required for the machine being repaired.
• Presents initial quote or estimate for work required to the customer and any ongoing changes to gain consent to move forward with the repair.
• Adheres to all customer care standards.
• Actively cares and advocates safety at Western States. Adhere to all applicable safety policies, procedures, and standards.
• May accomplish training and serve as a team member in support of Western States’ strategic programs, projects, and initiatives.
• Works within and promote corporate vision, mission, and values of the organization.
• Performs other duties as assigned.
• Understand and manage data, schedules and functionality of Caterpillar Foresight platforms and ensures accuracy and compliance with key metrics and operational excellence.
  
  

Skills, Knowledge, And Abilities

• Possesses advanced technical skills necessary to understand the scope of work and high-level processes involved with the repair specific to their assigned area. (General Repair, Engine/Generator, Truck, etc.)
• Proven ability to troubleshoot, diagnose, and repair all CAT machine systems.
• Knowledge and use of Microsoft computer products or other comparable systems required.
• Proven conflict resolution, customer experience, and negotiation skills.
• Proven skills in written and verbal communications, planning, organizing, leadership, and interpersonal relationship building.
• Ability to set and manage priorities.
• Must be a self-starter and able to work without supervision.
• Consistent attendance.
• Aggregate, correlate, and analyze equipment performance and condition data, utilizing Cat Foresight application to make and track recommendations to improve machine condition.
• Use the five elements of condition monitoring (fluid analysis, equipment inspections, electronic data, repair history, and site conditions) to provide recommendations to customers and internal teams.
• Help clients reduce owning and operating costs and improve machine availability by making appropriate fact-based repair or operational recommendations that enable proactive maintenance, repair, and application management.
  
  

Education And Experience

• Proof of high school diploma or General Education Degree (GED).
• Associate degree from an accredited vocational school preferred.
• Five years minimum experience in diagnosis and repair of heavy equipment working on heavy equipment in a Caterpillar or similar environment with Hydraulic, Engine and Power-Train experience preferred.
• Two years’ customer service experience in the heavy equipment industry required.
• Must be able to communicate (speak, read, comprehend, write in English).
  
  

Physical Characteristics

• Ability to stand for long periods of time along with walking, sitting, repetitive climbing stairs, reaching (including but not limited to above-shoulder reaching), repetitive bending, stooping, pushing, pulling, leaning and twisting.
• Ability to lift up to 30 lbs. in accordance with Western States’ Lifting Policy to include amount and approach.
• Must be able to meet all safety requirements for applicable safety policies.
  
  

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. It is not intended be an exhaustive list of all responsibilities, duties, and skills required of employees in this classification.