Power Systems Technical Communicator

Description

The Technical Communicator acts as the principle, internal contact, for service/repair related issues when communicating with Caterpillar. The position is considered a customer service-oriented position. Providing end-to-end support for the dealer’s internal service, sales, and parts departments being the ruling objective.

Duties and Responsibilities

• To promote and support a culture of safety as the first consideration in all aspects of our business.
• Assist service staff and technicians with troubleshooting and resolution with product issues. 
• Use DSN system to communicate product issues to Caterpillar.  Follow-up with Caterpillar as needed. 
• Organizes material and completes writing assignment according to set standards regarding order, clarity, conciseness, style, and terminology. 
• Reviews manufacturer's and trade catalogs, drawings, and other data relative to operation, maintenance, and service of equipment. 
• Maintains records and files of work and revisions. 
• Participates in meetings, seminars, and training sessions to obtain information on new products to better provide technical assistance. 
• Expedites location of part numbers and custom parts for machines serviced/repaired. 
• Respond to internal and external customer inquiry and questions in a timely fashion. 
• Elevate high priority issues and customers to Manager and Caterpillar Representatives. 
• Provide Technical advice on warranty issues to warranty analysts. 
• Prepare failure analysis reports as needed by Caterpillar and/or customer. 

Required Qualifications: 

• High school diploma or general education degree (GED) required.  
• Associates degree desirable with two to three years related experience or training; or equivalent combination of education and experience.
• Speaks clearly and persuasively in positive or negative situations.
• Listens and gets clarification.
• Responds well to questions.
• Participates in meetings.
• Writes clearly and informatively. Edits work for spelling and grammar.
• Able to read and interpret written information.
• Ability to read and comprehend simple instructions, short correspondence, and memos.
• Ability to write simple correspondence. 
• Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

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Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c).