Cleveland Brothers, the largest Cat dealer in Pennsylvania, northern West Virginia, and western Maryland, has an immediate opportunity for a Field Service Technology Analyst.

Position Summary:

The Field Service Technology Analyst plays a pivotal role in delivering technical support and specialized knowledge to technicians servicing Caterpillar and other equipment. This individual ensures the seamless operation of both hardware and software systems, facilitating efficient repair processes. Acting as a conduit between Information Technology and Equipment Service, the analyst is tasked with diagnosing issues, maintaining system integrity, and implementing technological enhancements. Additionally, this role encompasses the provision of training and guidance on industry best practices.

The primary objective is to spearhead advancements in the technological empowerment of our Field Service Equipment Technicians, thereby elevating the quality of service provided to our customers. The ideal candidate will possess a robust background in the repair of construction machinery or engines, coupled with a proficiency in computer systems, both hardware and software. This blend of hands-on experience and technical acumen is crucial for driving innovation and efficiency within our service operations.

Primary Responsibilities:

• Provide technical support to Caterpillar and other Equipment Service Technicians for hardware and software issues.
• Analyze and resolve complex product support inquiries via phone, email, or in person.
• Develop and maintain a deep understanding of products and stay updated with new technologies.
• Collaborate with product, engineering, and design teams to improve product supportability and customer satisfaction.
• Create and manage documentation for system configuration, recovery, and maintenance procedures.
• Conduct training sessions for Service Technicians on new hardware/software features and updates.
• Assist in the development of support strategies and tools to improve service delivery.
• Work closely with cross-functional teams to prioritize customer issues and escalate as necessary.

Skills / Knowledge / Qualifications:

• Proven experience in Caterpillar Equipment technical support or product support roles.
• Knowledge of computer hardware, and software.
• Excellent problem-solving and analytical skills.
• Ability to communicate complex technical information clearly and concisely.
• Familiarity with operating system configuration and maintenance.
• Strong customer service orientation and ability to work in a team environment.

Desired Technical Skills/Experience:

Exposure to repair of Caterpillar Equipment and other Construction and/or Power Systems, Truck or similar equipment, technician experience a plus

Comfortable troubleshooting Microsoft Windows Operating Systems

High degree of technology proficiency and troubleshooting skills

Good communications skills and ability to work cross-divisionally

Why Join the Cleveland Brothers Team:

• Phenomenal Benefits Package: Medical, dental, vision, life insurance, 401(k) match, short- and long-term disability, health savings account, PTO, Profit Sharing Account.
• Advancement: Take your career to the next level with a dynamic organization that wants to see you succeed! In addition to room to grow in this role, there are limitless opportunities across 29 locations whether you want to move up, or into another division of the company.
• Stability - Cleveland Brothers has been around for 75 years. Experience tremendous job security in an essential role with an organization that is around for the long haul.

About Us: Founded in 1948, Cleveland Brothers Equipment Co., Inc., is the exclusive Cat dealer of western and central Pennsylvania, northern West Virginia and western Maryland, providing new, used and rental equipment, parts and service.

Cleveland Brothers supplies a vast variety of solutions and products, including construction machinery, industrial diesel and gas engines and generators, air compressors and boosters, oil and gas machinery and much more, in addition to full truck service for all makes and models. With 29 locations, customers have access to all of the parts and equipment needed to get the job done, backed by industry-leading technicians and staff. For more information, please visit www.ClevelandBrothers.com.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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