Operations Support Specialist
Posted Updated
Description
Company Overview:
Fabick Cat is the authorized dealer of Caterpillar equipment, prime and stand-by power systems, parts and service, compact construction, and rental equipment for major portions of Illinois, Missouri, the entire state of Wisconsin and the Upper Peninsula of Michigan. We have been in business for over 100 years and are headquartered in Fenton, Missouri. For more information visit www.fabickcat.com
Why Work For Us!
Fabick Cat is the authorized dealer of Caterpillar equipment, prime and stand-by power systems, parts and service, compact construction, and rental equipment for major portions of Illinois, Missouri, the entire state of Wisconsin and the Upper Peninsula of Michigan. We have been in business for over 100 years and are headquartered in Fenton, Missouri. For more information visit www.fabickcat.com
Why Work For Us!
At Fabick Cat, you are beyond just an employee, you are a part of the Fabick family. A family that has worked so diligently to cement a legacy that was built over 100 years ago through a collective vision "To Ever Serve Our Customers Better". This legacy could not have been possible without first employing then developing the best and brightest talent the market has to offer. We believe it to be of the upmost importance to invest in our workforce by supporting and empowering employees to develop the necessary skills to become successful in their own career.... to become a legacy. Are you ready to join our family legacy to continue our existence as 'the greatest service organization of its kind' over the next 100 years? The Fabick family appreciates and values the ongoing commitment of its employees and is pleased to provide a highly competitive total compensation and benefits package.
Position Summary:
The Operations Support Specialist is a senior, technically-minded technician who serves as the branch's in-house technical support resource. The role exists to raise the troubleshooting capability of the entire technician team, keep active jobs moving with the right technical information and parts on hand, back up service leadership, and champion safety across the branch.
This is a hands-on, floor-focused position -- working shoulder-to-shoulder with shop and field technicians, not behind a desk. Success is measured by faster, cleaner diagnostics, fewer repeat trips, better-prepared technicians, and a safer branch.
The Operations Support Specialist is a senior, technically-minded technician who serves as the branch's in-house technical support resource. The role exists to raise the troubleshooting capability of the entire technician team, keep active jobs moving with the right technical information and parts on hand, back up service leadership, and champion safety across the branch.
This is a hands-on, floor-focused position -- working shoulder-to-shoulder with shop and field technicians, not behind a desk. Success is measured by faster, cleaner diagnostics, fewer repeat trips, better-prepared technicians, and a safer branch.
Responsibilities:
Technical troubleshooting & technician development
* Ensure all technicians follow the 2-4-8 troubleshooting process on every diagnostic job.
* Grow technicians' troubleshooting abilities by working side-by-side with them through the troubleshooting guides on live repairs.
* Serve as the branch's go-to technical resource for complex, stalled, or repeat diagnostic problems.
Technical troubleshooting & technician development
* Ensure all technicians follow the 2-4-8 troubleshooting process on every diagnostic job.
* Grow technicians' troubleshooting abilities by working side-by-side with them through the troubleshooting guides on live repairs.
* Serve as the branch's go-to technical resource for complex, stalled, or repeat diagnostic problems.
Proactive job preparation
* Review all active jobs in WIP and proactively look up applicable service letters, service information, and technical data.
* Supply the scheduled technician with that information before the repair is started, so techs begin each job fully informed.
* Review all active jobs in WIP and proactively look up applicable service letters, service information, and technical data.
* Supply the scheduled technician with that information before the repair is started, so techs begin each job fully informed.
Field service remote support
* Log in and remotely view field service repairs whenever remote access is available.
* Identify and order parts early to limit repeat travel trips and reduce technician windshield time.
* Log in and remotely view field service repairs whenever remote access is available.
* Identify and order parts early to limit repeat travel trips and reduce technician windshield time.
Parts rack management
* Manage all shop and field service parts racks.
* Ensure technicians have the parts they need for repairs in process.
* Ensure all unused parts are returned daily.
* Manage all shop and field service parts racks.
* Ensure technicians have the parts they need for repairs in process.
* Ensure all unused parts are returned daily.
Customer technical support
* Handle walk-in and overflow customer technical calls that the customer-facing Technical Communicator (TC) cannot address.
* Handle walk-in and overflow customer technical calls that the customer-facing Technical Communicator (TC) cannot address.
Service leadership backup
* Serve as direct backup to the Service Supervisor / Service Manager when they are off work.
* Cover call answering, scheduling, and day-to-day workflow decision-making in their absence.
* Serve as direct backup to the Service Supervisor / Service Manager when they are off work.
* Cover call answering, scheduling, and day-to-day workflow decision-making in their absence.
Safety champion
* Serve as the branch's safety champion.
* Work with shop technicians daily to complete Hazard IDs for all tasks.
* Work with field technicians in the same capacity.
* Serve as the branch's safety champion.
* Work with shop technicians daily to complete Hazard IDs for all tasks.
* Work with field technicians in the same capacity.