Technical Communications Coordinator

Kirby-Smith Machinery, Inc. - Hewitt, TX•Hewitt, TX

3d•Onsite

About The Position

Responsible for providing expert technical support to technicians and staff and some technical information to customers. This role involves developing and delivering technical training programs, troubleshooting complex equipment issues, and serving as the liaison between the dealership and the equipment manufacturer. The Technical Communicator ensures that all service staff have the necessary technical knowledge to maintain and repair heavy equipment efficiently and effectively.

Requirements

High School Diploma or Equivalent
Five (5) years of experience in heavy equipment maintenance, repair, or technical support, with two (2) years in a training or technical communicator role
Strong technical knowledge of heavy equipment systems and components
Proficient in interpreting technical data, operational maintenance, instructions, and parts and service procedural manuals
Excellent communication and interpersonal skills
Proficient in technical documentation and reporting
Ability to read and follow electrical and hydraulic schematics
Strong problem-solving, troubleshooting abilities and attention to detail
Strong understanding of the importance of safety, with continuous attention to the safety of self and other
Proficient with Microsoft Office - Word, Excel, PowerPoint, Outlook, and various web-based applications
Ability to travel to various sites, including field locations
Ability to work in a fast-paced environment and adapt to changing priorities

Responsibilities

Communicates and supports the Kirby Smith vision and core values of One Mission, One Plan, One Goal
Provides advanced technical assistance for new, used, rental fleet, and customer-owned equipment to technicians regarding heavy equipment diagnostics, maintenance, and repair
Serves as the primary contact for resolving complex technical issues that arise in the field or shop
Maintains up-to-date knowledge of all equipment models and technologies sold by the dealership
Performs root cause failure analysis when needed
Assists warrant administration with technical information and merit of claims
Monitors and assesses the level of technical proficiency of dealership technicians and staff
Provides feedback to technicians and service supervision to help improve technician proficiency
Assists in educating to enhance the technical proficiency of the service team
Acts as a liaison between the dealership and equipment manufacturers to ensure accurate and timely communication of technical information
Assists in preparing and disseminating technical bulletins, service manuals, and other technical documents
Supports field technicians by providing over-the-phone and on-site technical guidance when necessary
Assists in diagnosing and resolving technical issues in the field to minimize equipment downtime for customers
Maintains detailed records of technical issues, solutions provided, and training guidance conducted to identify technicians' deficiencies
Documents and reports recurring issues to manufacturers to assist in product improvement
Performs other job-related duties as assigned
Ensures consistent and reliable on-site attendance