Condition Monitoring Administrator, Product Performance

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 Condition Monitoring Administrator is responsible for analyzing data related to equipment in order to improve machine availability while reducing operating costs. This role also coordinates and compiles the 5 elements of condition monitoring, which includes: fluid analysis, equipment inspections, electronic data, repair history, and site conditions to provide repair and maintenance options to our customers. 

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 personal work areas to ensure safe environments for all WSECO employees.
• Adhering to required personal protective equipment (PPE) as identified in the safety policy.

 Condition Monitoring

• Aggregate, correlate, and analyze equipment performance and condition data, utilizing Cat Foresight application to make and track recommendations to improve machine condition.
• Use the five elements of condition monitoring (fluid analysis, equipment inspections, electronic data, repair history, and site conditions) to provide recommendations to customers and internal teams.
• Track and manage recommendations from creation to close and provide customers detail on outstanding, closed, and completed recommendations showcasing the value received.
• Help clients reduce owning and operating costs and improve machine availability by making appropriate fact-based repair or operational recommendations that enable proactive maintenance, repair and application management.

Customer Experience

• Works with PSSR team to provide a seamless customer experience from recommendation to resolution. This includes providing PSSRs an overall view of the customer’s fleet under the Condition Monitoring Agreement while tracking customer communication in Client Connect.
• Responsible for providing a high level of customer experience associated to Condition Monitoring to ensure customers renew agreements and receive value from investments made in solutions from WSECO.

Commercial Services

• Monitor and validate Leads and opportunities for Inspections (Hex TA1 Hyd., CTS inspection) for non-assigned accounts.
• Schedule/dispatch Inspection Specialist
• Work with local service departments to ensure tech availability. Validate quotes if required.
• Create Foresight recommendations to ensure caterpillar CM Lead compliance and accuracy.
• Communicate with Customers on repair options and availability.
• Work with machine sales, PS Sales, and onboarding specialist to identify customer account opportunities.
• Compile CM data from Performance CVA’s to provide Equipment Health Summaries to clients.

SKILLS, KNOWLEDGE, AND ABILITIES:

• Proficient use of Microsoft Office Suite required.
• Ability to design and deliver presentation material in an efficient, effective manner.
• Experience with or ability to quickly learn various software systems.
• Proven skills in written and verbal communication, planning, and organizing.
• Ability to apply logic and analytical reasoning skills to solve problems.
• Must be a self-starter with a strong sense of urgency to meet the challenges of a fast-paced business environment.
• Ability to set and manage priorities.
• Ability to develop and maintain effective working relationships with others.
• Consistent attendance.

EDUCATION AND EXPERIENCE:

• Proof of high school diploma or General Education Degree (GED) required, bachelor’s degree in science or engineering field preferred.
• One year previous support experience or customer service required. Heavy equipment industry preferred.
• Two years customer service or sales experience 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, 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 to be an exhaustive list of all responsibilities, duties, and skills required of employees in this classification.