Technical Communicator, Product Support
About The Position
This position supports the technical aspects of difficult, unusual, recurring, or complex machine and engine issues by assisting Service, Product Support, Sales, Rental, Parts, and customers through advanced troubleshooting, diagnostics, technical research, root cause analysis, issue escalation, and reliability improvement. The Technical Communicator serves as the primary technical liaison between the dealership, customers, Caterpillar, and allied manufacturers for product support matters. This role collaborates with customers and dealership personnel to communicate technical repair information, product support recommendations, and machine health insights appropriate to the audience's technical skill level. The Technical Communicator leverages machine data, telematics, diagnostic software, service information systems, and field investigations to identify effective solutions that maximize customer uptime and machine reliability. The position provides technical leadership for complex repairs, repeat failures, connected machine technologies, software-enabled systems, and emerging product technologies. The role partners with dealership technicians and Caterpillar engineering teams to identify product issues, improve repair processes, reduce repeat failures, and enhance customer satisfaction.
Requirements
- Knowledge of Microsoft computer products and other comparable systems.
- Advanced knowledge of Caterpillar equipment and diagnostics.
- Understanding of engines, hydraulics, powertrain, electrical, electronic, emissions, and software systems.
- Knowledge of telematics, VisionLink, Product Link, remote diagnostics, and fleet health systems.
- Knowledge of Microsoft Dynamics AX, Infocast, Global DSN, SIS web, SIMSi/CPI.
- Proven written and verbal communication skills.
- Ability to travel up to 60% including overnight stays.
- Ability to develop and maintain effective working relationships with others.
- High school diploma or General Education Degree (GED) required
- Five years’ minimum experience as a heavy equipment service technician with increasing levels of responsibility and knowledge with the ability to diagnose and resolve technical issues quickly, thoroughly required.
- Prior experience communicating, verbally and in writing, technical issues and resolutions required.
- Must be able to communicate (speak, read, comprehend, write in English).
Responsibilities
- Serve as the dealership’s subject matter expert for complex equipment diagnostics and repairs.
- Act as the primary liaison between the dealership and Caterpillar engineering for technical support and product concerns.
- Assist technicians in diagnosing and resolving advanced hydraulic, electrical, engine, powertrain, and machine system issues.
- Utilizes SIS2GO, SIS, DSN, VisionLink, technical service publications, machine health data, and diagnostic tools to identify root causes and develop repair recommendations.
- Submit, monitor, and manage technical support cases through Caterpillar’s Dealer Service Network (DSN).
- Perform root cause analysis on product failures and document findings for Caterpillar and dealership leadership.
- Review, interpret, and communicate Caterpillar service letters, technical bulletins, and product updates to service personnel.
- Provide technical support to Service, Parts, Product Support, and Sales departments.
- Mentor and train technicians on Caterpillar diagnostic software, repair procedures, and emerging technologies.
- Assist with warranty evaluations and technical documentation to ensure accurate claim processing.
- Identify recurring product concerns and collaborate with Caterpillar on product improvement initiatives.
- Support field technicians and customers by providing technical assistance on challenging repairs, including onsite visits.
- Maintain accurate technical records, case documentation, and communication logs.
- Promote safe work practices while maintaining compliance with dealership and Caterpillar standards.
- Works within and promotes corporate vision, mission, and values of the organization.
- Performs other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
