Machine Technical Communicator

Warren CAT•Odessa, TX

6h•Onsite

About The Position

The Technical Communicator II is responsible for providing internal and external customers with technical assistance.

Associate's degree (A. A.) or equivalent from two-year college or technical school; or five (5) year related experience and/or training; or equivalent combination of education and experience.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
Moderate computer skills. Familiar with web navigation, experience working with databases.
Must have valid drivers license and clean driving record.
Ability to write routine reports and correspondence.
Ability to speak effectively before groups of customers or employees of organization.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Assist technicians on assignments through the repair process to ensure timely, cost effective and quality repairs are being completed.
Coordinate and work with Caterpillar engineers in resolving product issues.
Answer technical requests and inquiries to resolve product problems through diagnosis, personal knowledge and expertise, research, manufacturing contacts and engineering data.
Recognize, document and report product issues and assist in determining root cause that significantly affect customer satisfaction, productivity and/or operations.
Travels to customer sites within assigned region to assist in complex troubleshooting and ongoing issues to gain a better understanding of the specific repair and establish improvements in the repair process.
Attends necessary training in order to stay up to date on new products and challenges.
Utilizes Caterpillar system resources, such as SIS web, Product Support CRM (PSCRM), Dealer.Cat.com, Dealer Product Support Search (DPSS), Service Information Management System (SIMS I) /Continuous Product Improvement (CPI), to diagnose issues and evaluate possible solutions.
Proficient in using professional phone etiquette to field customer calls.