Technical Troubleshooting Specialist

Job Summary: The Technical Troubleshooting Specialist is responsible for analyzing and communicating technical product issues involving all products and attachments that the company sells and services to primarily external customers.

The incumbent in this position is expected to model the following practices daily: 1) Demonstrate alignment with the company's mission and core business values; 2) Collaborate with key internal/external resources; 3) Participate in ongoing self-development.

Essential Functions:

• Models, promotes, reinforces, and rewards the consistent use of HOLT’s Values Based Leadership (VBL) tools, models, and processes to ensure alignment with our Vision, Values, and Mission
• Evaluates and analyzes product issue to support Parts, Service, and Sales business objectives
• Research product issues using CAT tools, PSCRM database, and troubleshooting skills and helps resolve issues
• Communicates solutions in an accurately and timely manner
• Advises and reports all pertinent technical data to external customers to ensure satisfaction of our product and maintain alignment of Company Core Values
• Maintains knowledge of service software and hardware tools and databases to ensure success of key service functions
• Collaborate with all manufacturers and all departments regarding product issues and solutions to provide effective solutions to customer issues
• Shares responsibility with other team members in acting in a manner that ensures continued stability and growth of all members of the team
• Records all solutions and recommendations in PSCRM database
• Facilitates customer calls during both office hours and after hours
• Works safely always and adheres to all applicable safety policies; complies with all company policies, procedures, and standards
• Performs other duties as assigned

Knowledge, Skills, and Abilities:

• Knowledge of and ability to explain safety practices, mechanical repair, service procedures, and techniques
• Knowledge of CAT models/machines and safe operation procedures, maintenance practices, and troubleshooting of hydraulic and electrical systems
• Computer and software knowledge, including intermediate level skills with Excel and Word
• Advanced skills in repairing hydraulic controls and electrical systems
• Ability to communicate clearly and effectively, both verbally and in writing
• Ability to understand technical manuals, software specifications, hardware principals of operations, and systems software operations
• Ability to think logically for interpreting and analyzing problems assigned or encountered
• Ability to identify complex problems and to review related information to develop and evaluate options and implement solutions
• Ability to organize and prioritize while working independently

Education and Experience:

• High school diploma or equivalent required; Bachelor’s degree in Mechanical Engineering or related field preferred
• Three or more years of related experience required
  

Supervisory Responsibilities:

• None

Travel:

• Travel up to 5%
  

Physical Requirements:

• To perform this job successfully, an individual must be able to perform each job duty and responsibility satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform job duties and responsibilities
• This position involves extended periods in a stationary position; additionally, occasional movement inside the office to access office machinery, file cabinets, etc.
• Constant movement and use of limbs; this position requires good manual dexterity, coordination, and stamina
• This role frequently communicates with others, must be able to exchange accurate information in these situations
• Routinely reacts to visual, auditory, and other signals, including alarms and instructions, and is required to visually inspect work

Work Environment:

• This job is generally performed in a professional office; in environmentally controlled conditions, operating computer, manual dexterity, talking, hearing, and repetitive motion

Disclaimer: Please note that the above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not to be interpreted as an exhaustive list of all responsibilities, duties, and skills required of the incumbents so classified. All incumbents may be required to perform duties outside of their normal responsibilities, as needed.