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Technology Support Specialist - CDI

Waipahu, HI

We Build Better Communities

Be Part of the Hawthorne Difference!

 Hawthorne Cat is a family-owned company that has led its markets for over 60 years in the sale, rental, and servicing of construction machinery and power generation equipment for industries on which our communities depend like agriculture, construction, marine, and government.

Every member of our team plays a significant role in our success.  Hawthorne Cat hires individuals who share our vision of Building Better Communities with our Customers and our values of Passion, Respect, Integrity, Dedication and Excellence (PRIDE).

If you are looking to build your future with an established, thriving company with countless opportunities for growth and advancement, you’ve come to the right place!  At Hawthorne Cat, we’re always looking for exceptionally skilled, hardworking individuals interested in contributing to our success and the success of the communities that we serve.

Our people are our most valuable asset. That’s why at Hawthorne Cat we are committed to a comprehensive employee benefit program that helps our employees stay healthy, feel secure, and maintain a work/life balance.

POSITION SUMMARY: The Technology Support Specialist (TSS) - CDI reports to the HPC Technical Services Manager and is responsible for providing customer support through the performance of on-site installations, diagnosis, troubleshooting, service, and repair of on-board technology and Cat machine systems and technical customer /machine operation training. The TSS should have a background in mechanical and electrical systems. Working as a Subject Matter Expert, the Technology Support Specialist bridges the gap between Off-board Technology and Cat Onboard Technology and works closely with Product Support, Rental, Sales, Technical Services, and Service departments to support various corporate initiatives related to equipment management solutions. These including connectivity, equipment management, and installation and troubleshooting of Hardware and Software Machine Systems.

ESSENTIAL FUNCTIONS:

  1. Works Closely with Corporate Technology Solutions Specialist, CMA, and CVA Specialist in San Diego HMC. TSS is an extension of this team for Hawaii / Pacific Region. 
  2. CDI – Certified Dealer Instructor – Obtain Certification through dealer supported training.
    • Provide Customer Dealer Operator training for machine delivery and customer on-boarding.
    • Provide Equipment Operation Training tied to Onboard Technology Systems.
    • Support Internal Training for Equipment Operation
    • Support Tech Services / Service / Rental in Equipment Operation Training / Application.
  3. Provide Support to Technical Services team / TC’s to work and resolve prime product issues including but not limited to machine system technology issues between Dealer Technicians, TC’s, DSN, Cat Technical Reps and engineering.
  4. Supports construction technology products, including Product Link, VisionLink, My.Cat.com, Cat App, Cat Inspect, Cat Grade 2D/3D, SITECH and other technology applications and solutions.
  5. Installs, activates and troubleshoots Product Link units on construction equipment and engines/generators.
  6. Provides Visionlink training and support to internal and external customers.
  7. Supports CSA/CVA initiatives and analyzes equipment data to make qualified, accurate, and relevant recommendations based on customer requirements.
  8. Monitors and tracks VisionLink alerts, events, S·O·S results, and equipment status.
  9. Communicates relevant equipment status to customers and other business units as needed.
  10. Creates and distributes relevant equipment reports to customers.
  11. Grants access and maintains user accounts within various applications/user interfaces.
  12. Maintains active database of all Product Link installation, subscription, and renewal information.
  13. Interacts with customers and provides information on various technology solutions.
  14. Provides guidance to Service personnel for hardware installation and configuration.
  15. Builds collaborative relationships with Service, Sales, Marketing, IT, Parts, and Product Support personnel.
  16. Maintains technical knowledge by attending educational workshops and reviewing technical publications.
  17. Performs and supports various other duties and projects as assigned.
  18. Assists in the development of localized training materials and provides training to end-users on the operation of Cat on-board Technology.
  19. Delivers quality technical assistance on time and ensures customer satisfaction.
  20. Acts as primary resource in providing on-machine installation, maintenance, and training on heavy civil construction technology at the customer’s site.
  21. Ensures the operational quality of the system by documenting post-installation tests.
  22. Provides on-site troubleshooting as requested by the sales, service and technical support organizations.
  23. Ensures that installation, training, and other work necessary is completed on time.
  24. Documents and reports field activities as well as is pro-active in creating process improvement.
  25. Assists sales and marketing with trade shows and events.
  26. Assists Operations Teams with tasks related to equipment shipping, receiving, and handling.
  27. Frequent travel required between islands often with short notice and require overnight stay. Training activities may require mainland travel and could extend in duration for > 1-2 weeks.
  28. Performs other duties as assigned by Management.

EDUCATION, EXPERIENCE, AND SKILLS REQUIRED:

  1. Must have a high school diploma or equivalent.
  2. Must have a valid Driver’s License with a good driving record.
  3. Must demonstrate familiarity and aptitude with Cat prime product knowledge and operation.
  4. Must Obtain CDI through Caterpillar ETS – Dealer supported program.
  5. Must have PC skills.
  6. Must have familiarity with heavy equipment and hydraulic systems.
  7. Must have strong mechanical aptitude and understanding of machine control products.
  8. Must have the ability to present and follow a prescribed training outline in a professional manner.
  9. Must have the ability to follow both routine and advanced procedures and to think analytically.
  10. Must have the ability to plan and organize work with minimal supervision, but also work well in a team environment.
  11. Must have demonstrated sound business judgement and decision-making skills.
  12. Must have excellent verbal, written, and problem-solving skills as well as a strong command of written and verbal English.
  13. Two to five years of experience in construction equipment industry preferred.
  14. Two to five years of technology experience and/or training; or equivalent combination of education and experience preferred.
  15. Product knowledge in Caterpillar and associated product lines preferred.
  16. DBS and/or AS400 experience preferred.
  17. Bachelor’s Degree or equivalent preferred.
  18. Ability to communicate professionally and clearly, both verbally and in writing.
  19. Ability to multi-task and establish priorities.
  20. Above average knowledge of Microsoft Office Suite including Excel and Word.
  21. Ability to maintain organization in a dynamic environment.

 PHYSICAL DEMANDS:

  1. Ability to travel > 50%.
  2. Walking and moving about on foot, often up and down stairs.
  3. Handing: Seizes, helps, or works with hands.
  4. Lifting: Raises or lowers miscellaneous items up to 30 lbs.
  5. Reaching: Extends hands and arms in any direction.
  6. Stooping: Bends body downward and forward by bending at knees or waist.
  7. Standing: Remains in standing position if required to perform various functions of the job.
  8. Vision: Read computer and paperwork.
  9. Talking: Communications by phone and in person.
  10. Sitting: Sits in equipment, vehicles, and at desk for extended periods.
  11. Climbing: Climb on and off earthmoving machines/engines.
  12. Lifting: Lifts up to 60lbs. daily, frequent exertion.

 ENVIRONMENTAL:          

  1. Noise: Works in conditions with constant or intermittent noise.
  2. Temp/Weather: Works in both an office and outdoor environment with variations of temperature and weather.
  3. Exposure: Subject to foul odors, fumes, and harsh substances.

Here’s what we Offer…

  • Competitive Compensation
  • A great work environment and culture
  • Career growth and advancement opportunities
  • Training
  • Medical, Dental and Vision plans
  • Medical Video Appointments available
  • Health Savings Account available
  • Paid Time Off (PTO) Pay
  • 401(k) Plan + Company Matching
  • Health and Dependent Care Flexible Spending Accounts
  • Life & Accident Insurance
  • Employee Assistance Programs
  • Legal Plan
  • Travel Assistance Plan
  • Wellness Programs
  • Referral Bonus Program
  • Longevity Bonus Program
  • Recognition Programs and much more
  • Hawthorne CAT discounts
  • Boot Reimbursement
  • Tuition Reimbursement
  • Company-Supplied Uniforms
  • Advanced Technical Training
  • Estimated Compensation $29.00-$31.00 per hour

Interested in joining the Hawthorne team? Check out our current available positions at:

www.hawthornecat.com/careers

ACCOMMODATIONS: Reasonable accommodations for essential functions of the position will be considered.

Hawthorne Cat® is an Equal Employment Opportunity/Affirmative Action Employer. M/F/V/D

Hawthorne Cat® Participates in E-Verify.

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