Product Performance Specialist - Inspections

SUCCESS AT WESTERN STATES: Western State's culture is based on passion for our Vision, Mission, and VALUES. We are fiercely committed to SAFETY and sending every employee, safely home, every day. We strive for EXCELLENCE in all we do and are proud to be a "play to win" organization. We act with INTEGRITY in each and every decision we make. Our People and TEAMWORK drive a fun and engaging culture. We are ACCOUNTABLE as individuals and as an organization.

JOB SUMMARY: The Product Performance Specialist - Inspections plays a crucial role in ensuring the efficiency and reliability of our customers' heavy equipment through comprehensive inspections and related tasks. This position will be responsible for managing and performing machine inspections in the field, customer interactions, and service coordination, as well as the associated metrics. Experience requires a blend of technical knowledge, customer service skills, and the ability to handle various digital platforms.

ESSENTIAL FUNCTIONS:

Safety

• Actively cares, promotes, manages, and advocates safety at Western States. As a leader and 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.
• Maintains clean/clutter free work areas to ensure safe environments for all WSECO employees.
• Adhering to required personal protective equipment (PPE) as identified in safety policy.

Marketing & Strategy

• Oversees incoming and outbound inquiries to schedule equipment inspections to include outbound calls in an effort to coordinate inspection appointments and communicate necessary information to provide assistance related to inspections, services, and repairs.
• Accurately captures and updates customer and machine data. Monitor the health of equipment through data analysis and recommend appropriate actions.
• Conducts machine inspections of heavy equipment on customer sites, ensuring thorough assessments. Interacts with customers professionally, addressing concerns, and providing insights. Recommends and schedules service or repair actions as needed.
• Develops and maintains effective relationships with both internal employees and clients.
• Coordinates service and repair appointments based on inspection findings or customer requests. Works closely with the service team to ensure timely and efficient resolution of issues.
• Identifies opportunities for upselling additional services or products during inspections. Collaborates with sales teams to maximize revenue opportunities.
• Promotes and explains the benefits of Customer Value Agreements to customers. Assists in the creation and management of CVA contracts.
• Assists customers in utilizing connectivity features for improved equipment health and performance. Continuously educating themselves on the latest connectivity features, industry changes, and technologies in heavy equipment.
• Navigates and utilizes various digital platforms for communication and data management. Ensures accurate and up-to-date records in the company's digital systems.
• Generates comprehensive reports on inspection findings. Tracks and analyzes key performance indicators related to inspections and customer interactions.
• Completes projects at the direction of the Product Performance Supervisor, Product Support Leadership, or other designated roles within Western States.
• Safeguards the Cat and Western States brand identities as per established guidelines and expectations.
• Seeks educational opportunities in latest marketing products and trends to enhance knowledge and skill.
• Other duties as assigned.

SKILLS, KNOWLEDGE, AND ABILITIES:

• Excellent communication skills, both written and verbal. Ability to articulate well with a variety of people and departments.
• Possesses the basic technical skills necessary to understand the scope of work and high-level processes.
• Ability to comprehend, capture and interpret customer and equipment information.
• Excellent computer skills, proficient use of Microsoft Office applications, customer relationship management, and work management software.
• Must be able to work independently without supervision.
• Ability to build rapport to develop and maintain effective working relationships with internal and external customers resulting in loyalty.
• Must be inherently curious and ask insightful questions of others.
• Ability to travel overnight, as required.
• Consistent attendance.

EDUCATION AND EXPERIENCE:

• Proof of high school diploma or General Education Degree (GED)
• Formal diesel technician training or certificate preferred, minimum of one-year practical experience in related field required.
• Valid driver's license and acceptable driving record required.
• Must be able to communicate (speak, read, comprehend, write in English), Spanish would be a plus.

PHYSICAL CHARACTERISTICS:

• Ability to stand for long periods of time along with walking, sitting, repetitive climbing stairs, reaching (including but not limited to above-shoulder reaching), repetitive bending, stooping, pushing, pulling, leaning and twisting.
• Ability to lift up to 30 lbs. in accordance with Western States' Lifting Policy to include amount and approach.
• Must be able to meet all safety requirements for applicable safety policies.

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.