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Posted: Tuesday, November 7, 2017 1:52 PM

Location: Milford, MA
Department: Service
Employment Type: Full Time Non-Union
Work Hours: 1st Shift
Requisition Number: 17-0194

Description
Milton CAT is seeking a Technical Call Center Operator. Technical call center operators are responsible for assisting customers with technical help and information regarding all machinery that Milton CAT services, sells, or sells parts for. The service provided by the technical call center helps Milton CAT remain a customer-oriented company.

Essential Duties
• Remains focused on customer service as priority one, ensuring all potential and existing customers who use the technical call center are connected to the correct Milton Cat personnel, with minimum correspondence, regardless of their issue.
• Strong research skills to utilize the information provided by OEMs
• Ability to research component and equipment information to accurately review issue customer is facing
• Utilizes NPR, Caterpillar issued service letters, service magazines, and service bulletins, to assist customer with recognizing and installing updated parts.
• Exercises competency in reading SOS oil sample report results and determines recommended course of action for customers based on these results. Promotes the importance of continued use of the SOS program, with respect to establishing a successful trend analysis program.
• Frequently uses Caterpillar Vision Link to assist customers in determining fault codes, most importantly regarding tier 4 final engine technology.
• Assist sales force with opportunities there are possible parts sales or service opportunities, based on the call outcome.

Qualifications
To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and ability required.

• 4 years’ experience as an Earthmoving shop or field technician on Caterpillar heavy equipment or equivalent.
• Demonstrates proficiency in all mechanical, pneumatic, hydraulic, power train, engine, electric, and electronic systems used on Caterpillar legacy through the newest equipment designs, including tier 4 interim and tier final engine technology.
• Ability to research and assist customers with all allied equipment brands including Genie, Sullair, Noram, Metso, forestry brands including Caterpillar, Prentice, CTR, Timberking, Hydro-ax, Fabtek, and Blount, and paving product brands Bitelli, Barber Greene, and Weiler.
• Proficient knowledge on Caterpillar service and maintenance procedures and recommendations.
• Proficient in the use of a computer and related software (Word, Excel, etc.).
• Ability to work with minimal supervision.
• Ability to perform duties with a sense of urgency while exceeding customer expectations.
• Customer satisfaction driven
• Able to work in a dynamic fast paced environment.
• Proficiency in the use of computers and related software (Word, Excel, Outlook, etc.)
• Strong verbal communication skills.
• Ability to coordinate multiple tasks simultaneously.
• Strong problem solving and organizational skills.

This job description is not intended to be all-inclusive. Your supervisor may request and assign you similar duties.

Apply Online – https://re22.ultipro.com/SOU1021/JobBoard/JobDetails.aspx?__ID=*4F2A3729005D73B2

Resumes that are mailed, emailed or hand-delivered to Milton CAT or any employee will not be considered. You must apply online. Background checks, drug testing, and health assessments are required as part of our pre-employment process.

Milton CAT is an equal opportunity employer that values the strength diversity brings to the workplace. We encourage applications from individuals with disabilities, minorities, veterans, and women. Applicants receive fair and impartial consideration without regard to race, sex, color, religion, national origin, age, sexual orientation, gender identity, handicap, disability, veteran status, genetic data, or other legally protected status. We base all employment decisions to further this principle of equal employment opportunity. VEVRAA Federal Contractor. EEO/AA employer. Milton CAT is a Drug-Free workplace.

• Location: Milford, MA, Worcester

• Post ID: 51224857 worcester
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