Technical Communicator - Earthmoving

Thompson Tractor•Birmingham, AL

About The Position

The position reports to management in Birmingham, Alabama, but may be based out of any Thompson Tractor branch location. The Technical Communicator (TC) for Earthmoving provides advanced technical support to the Service, Parts, and Sales teams across Thompson Tractor’s Earthmoving Division and its customers. Serving as a liaison between Thompson and Caterpillar equipment suppliers, the TC helps diagnose complex issues, communicate solutions, and ensure proper product application while maintaining compliance with company policies and regulatory requirements. This highly technical, customer-focused role involves frequent interaction with technicians, engineers, management, and customers. The Technical Communicator acts as a technical resource and mentor, guiding technicians to resolve issues while ensuring proper troubleshooting and due diligence. Success in this role requires strong analytical skills, sound judgment, the ability to work under fluctuating workloads and high-stress conditions, and a collaborative, solution-driven mindset.

Requirements

High school diploma or the equivalent required.
Minimum six (6) years of experience working with Caterpillar equipment or a Caterpillar dealer required.
Candidates for this position must possess strong mechanical aptitude
Experience using personal computers and basic typing skills required for this position.
Basic technical skills
Written and verbal communication skills
Basic computer skills (AX, Excel, Word, Adobe, etc.)
Excellent organizational skills
Area specific technical training
OSHA required training
Vendor technical sites
Compliance training
Safety
Ability to speak, listen, write, and type effectively.
Ability to safely reach, kneel, grasp, and stoop as needed.
Ability to safely lift up to 75lbs.
Ability to safely climb on ladders, climb on equipment, and climb under equipment.

Responsibilities

Maintain and enhance the DIY (Do It Yourself) customer support strategy by providing customers with knowledge and information services, then directing them to the appropriate Service, Parts, or Sales teams to support issue resolution and drive revenue generation.
Work closely between technicians and product service engineers to aid in troubleshooting and problem resolution.
Use experience, product knowledge and the resources available to determine whether there is existing service information available and if not, provide accurate communication to and from the factory to resolve problems in a timely manner.
Mentor technicians in the correct use of system information and if necessary, identify and communicate with supervisors and Service Training the need for additional training or the proper technician for the task.
Develop personal relationships with factory engineers to provide an accurate flow of information and sense of urgency.
Maintain necessary training to be proficient in new and changing products and technology.
Travel as necessary between Thompson Tractor earthmoving branches, home office and factory training and conferences.
Must be able to rapidly multi-task and transition between complex problems and varying products and technologies.
Manage workload with minimal direct supervision.
Be proficient with schematics.