Product Performance Technician - Resource Industries

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:

• Schedules preventative maintenance appointments with customers and mining operations.
• Performs all scheduled preventative maintenance services including fluid and filter maintenance within time requirement guidelines. Cycles all machine functions to ensure all preventative maintenance procedures are performed correctly and completely.
• Performs scheduled oil sampling (SOS) accurately and sends samples to the lab.
• Identifies potential safety concerns on all makes and types of mining, heavy equipment, and support equipment through walk-around inspections and reports them to the supervisor and/or customer.
• Uses web-based STW, SIS, and ET effectively to obtain machine specifications and equipment information. Performs all required tasks in accordance with established procedures.
• Uses web-based SIS effectively and orders parts required to complete repairs.
• Reviews product improvement letters for assigned territory and develops an action plan to complete improvement letters with a schedule that supports the operational requirements of the mine site and customer.
• Independently reviews each product improvement letter requirement and completes letters at customer mine sites, including identifying and obtaining resources needed to complete product improvement letters.
• Handles all customer inquiries in a prompt and professional manner.
• Adheres to all customer care standards.
• Actively promotes and advocates safety at Western States. Adheres to all applicable safety policies, procedures, and standards while working in mining environments.
• May accomplish training and serve as a team member in support of Western States' strategic programs, projects, and initiatives.
• Works and promotes the corporate vision, mission, and values of the organization.
• Performs other duties as assigned.

KNOWLEDGE SKILLS AND ABILITIES:

• Exceptional customer service and advanced communication skills.
• Proficiency in Microsoft Office and similar systems.
• Ability to work autonomously under pressure with excellent problem-solving skills.
• Specialized knowledge in electrical, hydraulic, A/C, powertrain, telematics, and mining equipment systems.
• Strong capability in comprehending and applying technical documentation.
• Proficiency with software programs (ET, STW, Parts Integration, SIS Web).
• Effective relationship-building and maintenance skills.
• Willingness to travel extensively (up to 80%) and work overtime as necessary to support mine-site operations.

EDUCATION AND EXPERIENCE:

• High school diploma or GED required; Associate's degree from an accredited vocational school preferred.
• 2 years' minimum of experience in heavy equipment diagnosis and repair, and one year maintenance experience required; Caterpillar mining equipment experience preferred.
• Minimum of one year of Field Service experience is preferred.
• Valid CDL with a clean driving record and DOT compliance, preferred.
• Proficiency in English (speaking, reading, comprehension, writing).

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.