Description

Hawthorne CAT® is an Equal Employment Opportunity/Affirmative Action Employer. M/F/Disability/Protected Veteran Status Hawthorne CAT® participates in E-VerifyWe Build Better Communities Be Part of the Hawthorne Difference!  Hawthorne Cat is a family-owned company that has led its markets for over 60 years in the sale, rental, and servicing of construction machinery and power generation equipment for industries on which our communities depend like agriculture, construction, marine, and government. Every member of our team plays a significant role in our success.  Hawthorne Cat hires individuals who share our vision of Building Better Communities with our Customers and our values of Passion, Respect, Integrity, Dedication and Excellence (PRIDE). If you are looking to build your future with an established, thriving company with countless opportunities for growth and advancement, youve come to the right place!  At Hawthorne Cat, were always looking for exceptionally skilled, hardworking individuals interested in contributing to our success and the success of the communities that we serve. Our people are our most valuable asset. Thats why at Hawthorne Cat we are committed to a comprehensive employee benefit program that helps our employees stay healthy, feel secure, and maintain a work/life balance.

Job Title:             HPC Technology Support Specialist

Reports to:         Tech Services Manager HPC

FLSA Status:       Non-exempt

Division:             HPC

Department:     Service

Locations:          Oahu

 

POSITION SUMMARY: The Technology Support Specialist (TSS) reports to the HPC Technical Services Manager and is responsible for providing customer support through the performance of on-site installations, diagnosis, troubleshooting, service, and repair of on-board technology and training.

 

The TSS should have a background in mechanical and electrical systems. Working to become a Subject Matter Expert, the Technology Support Specialist bridges the gap between Off-board Technology and Cat Onboard Technology and works closely with Product Support, Rental, Sales, Technical Services, and Service departments to support various corporate initiatives related to equipment management solutions. These including connectivity, equipment management, and installation and troubleshooting of Hardware and Software on all Cat Machine Systems.

 

ESSENTIAL FUNCTIONS:

1. Provide Support to Technical Services team / TCs to work and resolve prime product issues including but not limited to machine system technology issues between Dealer Technicians, TCs, DSN, Cat Technical Reps and engineering.
2. Supports construction technology products, including Product Link, VisionLink, My.Cat.com, Cat App, Cat Inspect, Cat Grade 2D/3D, SITECH and other technology applications and solutions.
3. Provides guidance to Service personnel for hardware installation and configuration.
4. Installs or trains others to install, activates and troubleshoots Product Link units on construction equipment and engines/generators.
5. Provides Visionlink training and support to internal staff and external customers.
6. Performs equipment inspections utilizing Cat Inspect application and communicates relevant equipment information to Inspection Specialist or appropriate representative (PSSR/ISR).
7. Performs and trains others on CAT Remote Troubleshoot and Remote Flash, applications and procedures.
8. Works in relevant software applications to add or update customer and equipment data.
9. Grants access and maintains user accounts within various applications/user interfaces.
10. Communicates relevant equipment status to customers and other business units as needed.
11. Interacts with customers and provides information on various technology solutions.
12. Interacts with customers and provides details on various solutions that we offer (PartStore, SOS, SIS WEB, EMSolutions Levels 1-5)
13. Builds collaborative relationships with Service, Sales, Marketing, IT, Parts, and Product Support personnel to collect information needs and functional requirements.
14. Provides guidance to Service personnel for hardware installation and configuration.
15. Builds collaborative relationships with SITech, Service, Sales, Marketing, IT, Parts, and Product Support personnel.
16. Attends Caterpillar training and attains certifications as needed.
17. Assists in the development of localized training materials and provides training to end-users on the operation of Cat on-board Technology.
18. Provides on-site troubleshooting as requested by the sales, service and technical support organizations.
19. Documents and reports field activities as well as is pro-active in creating process improvement.
20. Assists Operations Teams with tasks related to equipment shipping, receiving, and handling.
21. Delivers quality technical assistance on time and ensures customer satisfaction.
22. Assists sales and marketing with trade shows and events
23. Work safely and follow all company safety policies, procedures, and practices.
24. Performs other duties as assigned by Management.

 

EDUCATION, EXPERIENCE, AND SKILLS REQUIRED:

1. Must have a valid Drivers License with a good driving record.
2. Must have a high school diploma or equivalent.
3. Two to five years of experience in construction equipment industry preferred.
4. Two to five years of technology experience and/or training; or equivalent combination of education and experience preferred.
5. Must demonstrate familiarity and aptitude with Cat prime product knowledge and operation.
6. Must have familiarity with heavy equipment and hydraulic systems.
7. Must have excellent PC skills.
8. Above average knowledge of Microsoft Office Suite including Excel and Word.
9. Must have strong mechanical aptitude and understanding of machine control products.
10. Must have the ability to follow both routine and advanced procedures and to think analytically.
11. Ability to multi-task and establish priorities.
12. Must have the ability to plan and organize work in a dynamic environment with minimal supervision, but also work well in a team environment.
13. Must have excellent verbal, written, and problem-solving skills as well as a strong command of written and verbal English.

 

PHYSICAL DEMANDS:

1. Walking and moving about on foot, often up and down stairs.
2. Handing: Seizes, helps, or works with hands.
3. Lifting: Raises or lowers miscellaneous items up to 30 lbs.
4. Reaching: Extends hands and arms in any direction.
5. Stooping: Bends body downward and forward by bending at knees or waist.
6. Standing: Remains in standing position if required to perform various functions of the job.
7. Vision: Read computer and paperwork.
8. Talking: Communications by phone and in person.
9. Sitting: Sits in equipment, vehicles, and at desk for extended periods.
10. Climbing: Climb on and off earthmoving machines/engines.
11. Lifting: Lifts up to 60lbs. daily, frequent exertion.
12. Ability to travel > 50%. Frequent travel is required between islands, often on short notice, with overnight stays. Mainland travel may be required for training and could extend 12 weeks.

 

ENVIRONMENTAL:          

Noise: Works in conditions with constant or intermittent noise.

Temp/Weather: Works in both an office and outdoor environment with variations of temperature and weather.

Exposure: Subject to foul odors, fumes, and harsh substances.

 

Heres what we Offer

• Competitive Compensation
• A great work environment and culture
• Career growth and advancement opportunities
• Training
• Medical, Dental and Vision plans
• Medical Video Appointments available
• Health Savings Account available
• Paid Time Off (PTO) Pay
• 401(k) Plan + Company Matching
• Health and Dependent Care Flexible Spending Accounts
• Life & Accident Insurance
• Employee Assistance Programs
• Legal Plan
• Travel Assistance Plan
• Wellness Programs
• Referral Bonus Program
• Longevity Bonus Program
• Recognition Programs and much more
• Hawthorne CAT discounts
• Boot Reimbursement
• Tuition Reimbursement
• Company-Supplied Uniforms
• Advanced Technical Training
• Estimated Compensation $29.00-$35.00 hourly

Interested in joining the Hawthorne team? Check out our current available positions at:

www.hawthornecat.com/careers

ACCOMMODATIONS: Reasonable accommodations for essential functions of the position will be considered.

Hawthorne Cat is an Equal Employment Opportunity/Affirmative Action Employer. M/F/V/D

Hawthorne Cat Participates in E-Verify.

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