Copy of Diesel Tech - Field - Kernersville Triad Area at Curtis Lane Holdings LLC – Kernersville, North Carolina

Job Title: Diesel Technician - Field, Kernersville - Triad Area

Job Status/Classification: FT/ Non Exempt

Department: Service Department

Reports to: GM/Store Manager or Service Manager where applicable

The Diesel Techniciann - Field serves as a key business partner in performing technical expertise to maintain, run diagnostics, repair and assure proper operation of equipment and machinery thus generating customer satisfaction and revenue supporting profitability and success of the Service Department. This entails adhering to schedules that meet customer needs, working collaboratively with the Service team and other departments to accomplish best outcomes that are productive and successful, maintaining safety practices and professionalism at all times, providing advice, troubleshooting concerns and providing resolution as well as maintaining detailed documentation for tracking work performed, status of work/repairs, and in assuring appropriate billing.

This role serves as the “face” of Curtis Lane Equipment and its products/services and must effectively collaborate with the team, build customer and employee loyalty, liaise cross functionally with business partners and vendors to convey satisfactory customer service at all times, abiding by the Company’s three (3) core values of Honesty, People and Growth, exhibiting a people focus perspective and genuine care and pride in our organization.

This role is responsible for effective problem solving and must consistently provide assertive diligence in collaborating with the team, anticipating needs, identifying opportunities and consistently providing solutions.

Duties and Responsibilities:

• Perform service tasks in a professional manner as assigned to meet customer equipment needs in a shop or field environment while maintaining an acceptable level of productivity and customer satisfaction
• Troubleshoot, diagnose, repair, and service equipment
• Inspection and preventative services (fluids, lubricants, safety items, batteries, brakes, steering components, generators, starters, water and fuel pumps, etc.)
• Perform engine and fuel system diagnostics and repairs, replacing items as necessary
• Perform hydraulic and electrical system trouble shooting and repair
• Prepares proper documentation of repair work and time management for billing purposes
• Practice and enforce company safety policies at all times
• General knowledge of basic hand tools, air tools, precision measuring tools and instruments, diagnostic software
• Anticipates needs and initiates solutions that have collaborative buy-in
• Maintains solid understanding of product maintenance requirements, diagnostic tools and procedures, and follows best practices for repairs
• Accountable for maintaining adherence to company policies and regulations related to service delivery
• Maintains up-to-date on training/knowledge/certifications as required on best service delivery practices
• Maintains daily work flow, schedules, anticipates opportunities and uses agility to meet expectations and efficient time management of self and others
• Develops and implements systems and processes that assure efficient work productivity
• Must successfully maintain a high level of customer service/customer satisfaction as well as build customer relationships ongoing.
• Must successfully demonstrate collaboration across all levels of the team, business partners, vendors and customers to troubleshoot and resolve concerns effectively
• Must possess and demonstrate success in handling all steps related to maintaining and repairing machines/equipment in order to continuously add value to the customer experience, addressing needs, anticipating customer concerns, reviewing and addressing concerns, and providing open, cooperative and collaborative communications at all times
• Must successfully demonstrate representation of the store business/brands as the “face” of Curtis Lane, always positive, helpful and abiding by core mission and values
• Must meet/exceed expectations related to key performance metrics expected in the role
• Successfully mentor and guide team and also must be willing to learn, grow and stretch own capacity to achieve personal and company success; must demonstrate success in accepting delegated responsibilities and following instructions from peers, leaders, and others
• Maintain clear and organized documentation and initiates/follow up on process to assure a smooth customer experience
• Consistently epitomizes Company core values including genuine care for others
• Effectively maintains clean and organized working environment at all times
• Anticipates needs of the team related to effective service outcomes and assures effective communication with the team regarding status of equipment inventory
• Effectively demonstrates mechanical aptitude and experience with Bobcat machinery and their practical applications
• Must exhibit good safety habits at all times and show initiative to address/resolve any safety concerns that may arise
• Anticipates other customer needs and collaborates with team to meet those needs
• Maintains availability to team through various modes of communication, i.e., in-person meetings, phone calls, radio, emails/text

Qualifications/Requirements:

• Diesel Certification or relevant industry experience required
• Must have valid driver’s license and all clear where applicable
• Must possess excellent communications (verbal, listening, written and presentation)
• Must have prior diesel technician/machine/equipment maintenance experience (minimum of 1 year)
• Must successfully demonstrate ability to anticipate concerns, troubleshoot and resolve to complete satisfaction
• Must successfully demonstrate collaborative and positive approach with team and customers
• Must demonstrate strong organization and attention to detail as well as strong understand of business management principals
• Must successfully demonstrate ability to prioritize and perform efficiently
• Must pose high level of confidence and transparency in sharing knowledge, advice to customers regarding their options
• Must possesses and successfully demonstrate ability to adapt to new information or changes and creates processes and systems to improve workflows.
• Must be comfortable with ambiguous information and confidence in handling and resolving conflict
• Prior experience with scheduling, problem solving and service recovery
• Must achieve Bobcat Bronze and Silver certifications within first 90 days of employment

Physical/Sensory Needs:

May lift, carry, push, pull up to 50 lbs at a time frequently, using assistance as needed. Requires walking, climbing stairs/ladders, bending, crouching, crawling, pushing, pulling, lifting, carrying, using required safety measures. Uses keyboards, monitors, and computers, phones, copy machines and other business equipment as well as tools/machinery requiring vision, listening, mathematical aptitude also hand/eye coordination and finger hand dexterity as well as use of legs, feet, arms, hands, fingers in operating machinery. Must be able to work indoors, standing for up to 100% of work schedule and may also require outdoors in varying weather conditions up to 30% of work schedule.