Allied Product & Technology Technical Communicator

Wyoming Machinery Company•Casper, WY

About The Position

ESSENTIAL FUNCTIONS · Provide basic technical support to technicians and customers for diagnosing and completing repairs on all Wyoming Machinery Company product lines with an emphasis on forklifts, allied products, and technology related inquiries. · Establish centralized contact with the factory service engineering representatives / district reps regarding specific product or publication problems for both internal and external customers. · Assist Wyoming Machinery Company personnel in diagnosis and identification of new product or publication problems. · Assist with the coordination of Service Letters to track and distribute to the appropriate personnel. · Track all technical calls and communicate accordingly, working with others in the technical department to share information so common problems can be solved in an efficient manner. · Advise management on product development issues arising from product problems identified through technical support calls with customers. · Perform failure analysis as needed, including fact gathering, analysis of the facts and determining the root cause. · Communicates with necessary internal parties, particularly product support and sales, regarding the status of customer issues and concerns. · Represent and report the user and dealer's opinion or acceptance level of a specific product model to the appropriate personnel. · Manage and control distribution of factory information to the appropriate dealer personnel in addressing and correcting product or publication problems. · Assist with the reporting of accidents involving all types of equipment represented by Wyoming Machinery. · Collaborate with Sales team to identify all allied products sold and serviced by WMC. ADDITIONAL FUNCTIONS · Aid internal personnel in determining cause for failure of components and/or parts. · Assist Warranty Department to determine warranty consideration for special situations (i.e. failure analysis). · Assist the dealer's personnel in product application engineering (such as fabrication, modification or customizing) to correct product problems or meet special application needs. · Provide input in the purchase of necessary Special Diagnostic Tooling needed in the Technical Department and manage the use of such tooling within the company. · Manage, update and maintain the Wyoming Machinery Company Technical Information Library.

Requirements

Minimum of high school graduate or equivalent
Operate company vehicle requiring a valid drivers' license (driving record must meet company insurance standards and is reviewed annually)
Effective oral and written communication skills
Thorough knowledge of various equipment systems, such as power train, hydraulics, electrical, and machine operation characteristics for the product lines represented by the company
General knowledge and experience of Caterpillar utilized technologies, i.e.: Cat Grade Control, Trimble, Product Link, etc.
Ability to install and operate Diagnostic Tooling and analyze the results
Ability to read and explain electrical or hydraulic schematics and design prints
Basic understanding of warranty policies and procedures
Ability to interpret Scheduled Oil Sample reports and make recommendations to the user
Ability to analyze a failed component or part, using the available literature and tooling to determine the root cause of failure; or convey the description of such failure to the appropriate personnel for assistance
Perform as a team member and work in coordination with the Parts, Sales, Service, Training, Warranty, and SOS Laboratory Departments and customers within the company
The desire to understand and meet the customer's and companies needs in dealing with and correcting product problems in a reasonable time frame
The ability to conduct self in a professional manner
MCFA (Forklift) certification or ability to obtain in a reasonable time period
Extensive experience in working with all Caterpillar information systems (i.e. SIS 2.0, DBS, SIMSi, Cat ET, Logisnext), components, publications, and tooling
Basic to intermediate typing and computer skills
Efficient mechanical and troubleshooting abilities

Nice To Haves

Degree from a technical school
Additional training or completed courses in math, science, engineering, electronics, and typing or computer usage would be helpful

Responsibilities

Provide basic technical support to technicians and customers
Establish centralized contact with factory service engineering representatives
Assist Wyoming Machinery Company personnel in diagnosis and identification of new product or publication problems
Assist with the coordination of Service Letters
Track all technical calls and communicate accordingly
Advise management on product development issues
Perform failure analysis as needed
Communicate with necessary internal parties
Represent and report the user and dealer's opinion
Manage and control distribution of factory information
Assist with the reporting of accidents
Collaborate with Sales team to identify all allied products sold and serviced by WMC
Aid internal personnel in determining cause for failure of components and/or parts
Assist Warranty Department to determine warranty consideration for special situations
Assist the dealer's personnel in product application engineering
Provide input in the purchase of necessary Special Diagnostic Tooling
Manage, update and maintain the Wyoming Machinery Company Technical Information Library