Description

Position Summary

A Technical Communicator provides “hands on” technical support to field and shop service operations, including trouble shooting technical issues, providing technical information to internal customers statewide.  A Technical Communicator also serves as a liaison with Caterpillar for the Shop and Field Service Operations.  This role is responsible for understanding the latest technical product, product repair and technical updates.  The position may require overtime and weekends.  Records and communicate issues as needed with technicians, supervisors, and Caterpillar.

Position Duties/Responsibilities

• Work closely with internal resources, Caterpillar, end-users and other external resources to ensure timely troubleshooting and resolution of product and warranty issues; in some instances, resolution to issues will take place at the customer/end-user site
• Administer, use, distribute and organize Technical Information Bulletins (TIBs), Product Improvement Programs (PIPs) and Product Support Programs (PSPs)
• Assist with warranty issues by providing information to aid in warranty reimbursement on work orders as needed
• Research various external and internal reference databases for troubleshooting information on repeat support and parts issues; may also update these databases with support and parts issues
• Provide technical information to shop technicians, supervision and other departments and provides limited “hands on” assistance in repairs as needed. The incumbent must stay current on the latest technical product, product repair and technical updates.
• Use remote diagnostics to identify issues and assist in finding solutions
• Coordinate, conduct, or participate in appropriate training or conferences for employees and customers; may also coordinate visits to or from other dealers and Caterpillar
• Investigate and submit incident reports to Caterpillar on various product failures, accidents or equipment fires per Caterpillar's guidelines; also communicate outstanding product issues to management as required
• Coordinate, assist with and monitor field prototype programs and tests as needed
• Analyze oil sample reports, and communicate results accordingly as needed
• Provide technical information to external customers as needed

Position Requirements

Required:

• Associate degree or equivalent technical degree in related field or equivalent experience
• 10 years or more of experience in related field

Preferred:

• Bachelor’s or Master’s Degree in related field
• 15 years or more of experience in related field with Heavy Equipment Manufacturer – Dealership, Caterpillar

Knowledge, Skills and Abilities

The requirements listed below are representative of the knowledge, skills and/or abilities required to perform each essential duty satisfactorily.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Expert knowledge of critical CAT applications: SIS, SOS, ET, Remote Services, Vision Link, SIMSi, TMI, Oak Adaptive, PSCRM, and Dealer DSN
• Functional capability with Microsoft Office suite of applications
• Ability to operate a computer and necessary programs such as Microsoft Office products and database systems
• Excellent communication, organization, judgment, interpersonal skills and problem solving
• Strong ability to build relationships effectively by phone
• Ability to pursue opportunities with a relentless persistence
• Perform at high standards

Other Requirements of Position

• Works under limited supervision; independently determines the approach to take and the methods to use; interprets policy in terms of objectives; informs manager of unusual situations with far reaching implication.
• Major responsibilities typically require creativity and latitude; employee typically operates with specific objectives but often few written or unwritten procedures as guidelines; some policies or precedents for action exist

The duties and responsibilities described here are not a comprehensive list, and the scope of the job may change as necessitated by business demands.

All MacAllister Machinery companies are an Equal Employment Opportunity Employer, including Disabled and Veteran applicants.