What are the responsibilities and job description for the Service Mentor position at Thompson Machinery - Caterpillar?
Service Mentor
ABOUT THE COMPANY
Thompson Machinery is a Caterpillar equipment dealer serving the middle and west Tennessee and northern Mississippi region. Since 1944, Thompson Machinery has been an industry leader, renowned for superior solutions, lasting relationships, and stronger communities. Serving a broad range of customers in the construction, forestry, mining, industrial, governmental, and agricultural industries, as well as trucking, power generation, and marine businesses, Thompson Machinery is a total equipment solution provider.
JOB PROFILE
Provides oversight in the shop and instructions to newer, developing technicians. Maintains personal workload while assisting in shop workload & verifying service trainee work processes. Recommends alternative techniques and approaches to service & repair.
BASIC REQUIREMENTS
- Service Technician training and/or equipment service and maintenance training through accredited technical schools, equipment dealerships or manufacturer factory training preferred. High school diploma required, college and/or technical education preferred.
- Seven or more years of previous hands-on equipment diagnostics and advanced troubleshooting experience working on construction equipment, including Caterpillar, Deere, Case, Komatsu, etc. Candidates with limited equipment experience, but with strong engine experience will be considered.
- Able to work a flexible schedule, including nights, weekends and on-call hours as required.
- Demonstrated professionalism, integrity, adaptability and a strong customer service focus.
- Sense of urgency and self-initiative, and the personal drive for success.
- Excellent communication skills.
RESPONSIBILITIES
- Evaluate & troubleshoot customer and company equipment for repairs.
- Perform repairs or maintenance to customer or company equipment in a timely manner.
- Research & interpret components, diagrams and systems for equipment repairs.
- Respond to customer inquiries related to service.
- Review, advise on & approve trainee progress and work performed.
- Works independent of supervision on assigned tasks. Assigns tasks to technicians as workload requires. Moves between projects as scheduling requires. Keeps account of WIP in the shop.
- Uses personal and company tools/resources effectively. Demonstrates troubleshooting aptitude by thinking through problems.
- Completes reports, documentation, and other paperwork accurately and on time. Performs tasks with highest level of quality.
Safety
- Know and follow all Company and customer safety rules, including maintaining a safe, clean, and orderly work area, fully participating in Company accident prevention and safety improvement activities.
- Must have the physical ability to wear Personal Protective Equipment (PPE), including protective glasses, protective gloves, and protective clothing and footwear as required by the job.
Customer Satisfaction
- Respond to all customer requests in a professional and courteous, timely and responsive manner.
- Maintain a clean, professional personal appearance at all time, meeting all Company standards for professionalism.
- Keep the Manager continually apprised to assist in answering customer questions and problems when necessary.
Physical Requirements
- Pass pre-employment background check, physical exam including drug screen, and meet all physical requirements for the position.
- Able to lift up to 50-80 pounds occasionally.
Thompson Machinery offers competitive salaries and a complete benefits package. Compensation for this position will be commensurate with the candidate’s experience and background. Thompson Machinery is an equal opportunity employer: Minorities/Women/Veterans/Disabled.
