Technical Communicator

Technical Communicator

The Technical Communicator is accountable to provide expert counsel via telephone and email to internal and external customers and suppliers on technical and product issues. The position is responsible to conduct research, troubleshoot and coach technicians to promptly resolve technical product support and service issues. This position reports to the Technical Services Manager.
Responsibilities include:
Providing telephone and email support to assigned departments and branches regarding technical questions or product issues.
Serving as a technical point of contact with OEM product engineering and design personnel for specific product problems.
Providing telephone and email assistance to service technicians in troubleshooting situations. As much as possible, use these situations to train same on troubleshooting and system operation.
Developing a good understanding of warranty policies and district rep guidelines to assist in recovering product problem expenses under both warranty and goodwill.
Performing failure analyses on failed components to determine causes and provide written reports.
Providing input to Caterpillar Product Engineering (utilizing DSN system) on special applications, customizations or product problems.
Maintaining positive working relationships and effective communication with all internal and external customers.
Qualifications include:
High school diploma or GED equivalent required.
Minimum 6-8 years of work experience as a service technician in an automotive or truck engine repair shop or a retail parts counter salesman and/or service planner in a parts sales and service shop environment required.
Ability to read, comprehend, and interpret moderately difficult computer-based schematics, specifications, service and parts literature, technical bulletins, safety manuals, and other related publications.
Solid mechanical systems knowledge of diesel engines/engine failures, electrical and hydraulic systems.
Proficiency with Microsoft Office applications (Outlook, Word, Excel) and dedicated experience using dealer management information system (DBS and SIS).
Proficient verbal, written, interpersonal, and customer service skills.
Good problem-solving skills, detail oriented, and ability to work with a high level of accuracy.
Ability to perform duties with a sense of urgency, exceeding customer expectations.
Ability to work in a dynamic fast paced service environment.