Mining Field Service Lead Technician

ABOUT WESTERN STATES

Since 1956, Western States Equipment Company has been a leading employer across Idaho, Oregon, Washington, Montana, and Wyoming. We are driven by our mission of solving our customers' toughest challenges, guided by our core values of Safety, Excellence, Teamwork, Integrity, Accountability, and Innovation.

By joining Western States, you commit to upholding these values while contributing to our purpose of building our communities for a better tomorrow. Safety and our Customer Care Commitment remain foundational to our mission and the standard by which we measure our success.

Safety

• Actively cares, promotes, manages, and advocates for safety at Western States. As a team member in the organization, it is critical to ensure all employees, vendors, and clients have a safe work environment while adhering to all applicable safety policies, procedures and standards.
• Embraces our caring culture where we each care to adhere with applicable safety policies, PPE expectations and stop work authority.
  

Customer Care Commitments

• Convey Warmth and Empathy - Acknowledge customers and greet everyone with an authentic smile.
• Actively Listen - Give your full attention, make eye contact, avoid interrupting, and ask clarifying questions.
• Build Trust - Take ownership, act with urgency, and follow through on commitments.
• Say Thank you - Express genuine appreciation for effort, feedback, and collaboration.

ESSENTIAL FUNCTIONS:

• Independently troubleshoots, diagnoses, repairs, removes, installs, disassembles, and assembles heavy equipment and components at an expert level.
• Performs failure analysis to identify root causes and determine appropriate repairs.
• Operates and inspects equipment to identify problems and confirm repair quality.
• Provides technical leadership, mentoring, troubleshooting assistance, and safe work guidance to technicians.
• Assists technicians with large, difficult, or complex repairs and supports development of new technical skills.
• Delegates work based on business needs and technician experience while coordinating service calls with the Field Service Supervisor.
• Conducts quality control audits of completed repairs to ensure work meets required standards.
• Uses service manuals, SIS, parts information, labor standards, machine specifications, and other technical resources to support repairs, work orders, and customer inquiries.
• Prepares accurate and complete service reports for customer, company, and warranty documentation.
• Coordinates site access and safety requirements with Western States personnel, vendors, and mine-site representatives.
• Maintains safe working conditions and reinforces required safety procedures and standards.
• Provides input into technician performance reviews as requested.
• Maintains a minimum of 75% billable time on revenue-generating work.
• Upholds Western States' Customer Care Commitments, mission, vision, values, and safety standards.
• Performs other duties as assigned.

KNOWLEDGE SKILLS AND ABILITIES:

• Expert-level specialization and proven ability to troubleshoot, diagnose, and repair all CAT machine systems.
• Ability to lead and direct others, determining work priorities and assigning work to others.
• Ability to prioritize the workload with customer service in mind.
• May accomplish training and serve as a team member in support of Western States' strategic programs, projects, and initiatives.
• Proven organizational skills.
• Proven customer service skills over the phone and in person.
• Knowledge and use of Microsoft computer products or other comparable systems required.
• Ability to develop and maintain effective working relationships with others to include customers, vendors, employees and the public.
• Ability to perform duties with minimal supervision required.
• Ability to work overtime with minimal notice required.
• Consistent attendance.

EDUCATION AND EXPERIENCE:

• Proof of high school diploma or General Education Degree (GED).
• Associate degree from an accredited vocational school preferred or comparable work experience required.
• Five years' minimum experience working on heavy equipment required. Experience in a Caterpillar environment with hydraulic, engine and power train preferred.
• Comprehensive knowledge on how to disassemble, assemble, remove and install machine components, and systems required.
• Minimum of one-year previous lead or supervisory experience preferred.
• Valid driver's license and acceptable driving record required.
• CDL preferred.
• Must be able to communicate (speak, read, comprehend, write in English).

PHYSICAL CHARACTERISTICS:

• Ability to stand for long periods of time along with walking, sitting, repetitively climbing stairs, reaching (including but not limited to above-shoulder reaching), repetitive bending, stooping, pushing, pulling, leaning and twisting.
• Ability to repeatedly lift up to 60lbs from the ground and place on a shelf/platform set up to 65 inches off the ground.
• Ability to manually torque nuts, bolts, and similar components to required specifications, and perform frequent pushing, pulling, and other manual material handling activities as necessary to perform the essential functions of the job.
• Ability to carry up to 20 lbs. while repeatedly ascending/descending a minimum of ten, 8" stair steps.
• Ability to repeatedly ascend/descend a minimum of 10 rungs on various ladders.
• Ability to assemble/disassemble various sizes of nuts and bolts, while repeatedly bending, stooping, squatting, kneeling, and/or crouching.
• Exposure to extreme temperatures and environment.

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. It is not intended be an exhaustive list of all responsibilities, duties, and skills required of employees in this classification.

This role is designated as safety-sensitive.