Field Service Rep II

Career Area:

Product Support

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
Installs, maintains and troubleshoots equipment at the customer's location using a set of tools, parts and technical diagrams.  Customer service assignment include on-site preventive maintenance and inspection service work, call-out services and commissioning activities on turbomachinery and package systems.

Responsibilities
•    Use a variety of test equipment to diagnose and identify malfunctions and may refer to schematics and manufacturers' specifications that provide instructions on how to locate problems.
•    Use hand tools, gauges and instruments to analyze, repair or replace faulty parts. Utilize digital tools and systems.
•    Check for common causes of trouble, such as dirty or defective components, clean and lubricate equipment as needed.
•    Perform routine installations and make adjustments to equipment as appropriate within normal procedures.

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 Working Knowledge: 
•    Provides a quality of service that customers describe as excellent.
•    Resolves common customer problems.
•    Responds to unexpected customer requests with a sense of urgency and positive action.
•    Provides direct service to internal or external customers.
•    Documents customer complaints in a timely manner.

Initiative: Being proactive and committing to action on self-identified job responsibilities and challenges; ability to seek out work and the drive to accomplish goals.
Level Basic Understanding: 
•    Describes opportunities for taking initiative in the organization.
•    Cites examples of taking initiative in own personal or professional life.
•    Identifies types of environments that motivate or de-motivate initiative.
•    Explains how initiative is critical to success.

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 Basic Understanding: 
•    Explains the value of a disciplined approach to problem solving.
•    Describes problem reporting and escalation practices.
•    Utilizes accepted procedures for problem analysis and resolution.
•    Identifies key aspects of problem-solving techniques used in own area.

Mechanical Maintenance - Power Supply: Knowledge of machines used in power plant; ability to conduct preventive maintenance and repairs or replacements on faulty mechanical parts used in power plants.
Level Working Knowledge: 
•    Installs and maintains basic mechanical components and equipment.
•    Generates regular maintenance reports to senior management.
•    Repairs or replaces mechanical components based on diagnostic results.
•    Assists in the optimization of preventive maintenance procedures.
•    Performs mechanical testing activities for power supply machines.

Mechanical Maintenance (Oil and Gas): Knowledge of mechanical equipment and the preventive maintenance; ability to repair or replace faulty mechanical parts used in the exploration, production or refining of hydrocarbons.
Level Working Knowledge: 
•    Explains common mechanical problems and associated solutions and preventive measures.
•    Repairs or replaces mechanical components based on diagnostic results.
•    Works with equipment providers or vendors to resolve mechanical problems and prevent their recurrence.
•    Works with installation and maintenance of specific mechanical components and equipment.
•    Describes procedures for the repair, replacement, and refurbishing of mechanical equipment and systems.

Safety (Oil and Gas): Knowledge of procedures, practices, considerations and regulatory requirements for the safety and protection of workers, community, environment and company assets; ability to identify and respond accordingly to work-related hazards.
Level Extensive Experience: 
•    Promotes workplace safety amo