Technical Communicator/Trainer

Altorfer CAT • East Peoria, IL

1d • $80,000 - $100,000 • Hybrid

About The Position

Put your technical expertise to work solving complex problems, strengthening technician capabilities, and helping Altorfer Power Systems achieve world-class performance. As a Technical Communicator, you will be a trusted technical resource connecting our service teams with Caterpillar, other manufacturers, and vendors to resolve challenging issues involving engines, controls, switchgear, emissions systems, and power-generation equipment. Your work will help reduce customer downtime, improve repair quality, prevent recurring failures, and turn technical knowledge into practical solutions. We are looking for someone who takes ownership, enjoys helping others succeed, and wants to make a lasting difference in how our organization supports customers and develops its people.

Requirements

• High school diploma or equivalent required.
• Eight or more years of technical experience in diesel engines, industrial equipment, power generation, or a related field.
• Extensive experience in technical communication, product support, troubleshooting, or OEM support preferred.
• Experience with Caterpillar products and support processes required, along with strong working knowledge of diesel and gas engines, control systems, electrical systems, switchgear, emissions systems, and related power-generation equipment.
• Working knowledge of Caterpillar product-support systems and processes, including DSN, SIS/SIMSi, warranty, and product problem-management tools, required.
• Experience using Caterpillar Electronic Technician (Cat ET), OEM service information, diagnostic tools, electronic service software, technical support systems, and technical documentation required.
• Strong troubleshooting, diagnostic, and Applied Failure Analysis skills, with the ability to identify root causes, evaluate information from multiple sources, and develop logical, practical solutions.
• Ability to read, interpret, and explain electrical, hydraulic, mechanical, and system schematics, service procedures, and complex technical information.
• Excellent verbal, written, and interpersonal communication skills, including the ability to develop clear technical procedures and communicate effectively with technicians, management, customers, OEM personnel, and vendors.
• Ability to mentor technicians and translate technical knowledge into practical guidance that strengthens troubleshooting and repair capabilities.
• Sound judgment and the ability to make timely technical recommendations based on available information, test results, and service documentation.
• Strong organizational and time-management skills, attention to detail, and the ability to manage multiple technical issues and priorities.
• Self-directed, with the ability to work independently and collaboratively.
• Proficiency with Microsoft Outlook, Excel, Word, and PowerPoint, and the ability to learn and effectively use new technical systems, software, and diagnostic tools.
• Must have a valid driver’s license and clean driving record. This includes no more than 2 minor violations within the past 3 years and no major violations within the past 5 years. Motor Vehicle Report will be performed on final candidate.

Nice To Haves

• Associate degree or technical-school diploma in Diesel Technology, Electrical/Electronics Technology, Power Generation, or a related field preferred.
• Relevant manufacturer-specific training and Caterpillar certifications preferred.
• Military technical training and experience are encouraged and may be considered relevant experience.
• Familiarity with other manufacturers’ diagnostic software and controls, including INSITE and Deep Sea Electronics, preferred.

Responsibilities

• Serve as a key technical resource and primary point of contact for technicians, service management, internal departments, customers, OEM partners, and vendors regarding technical product support, troubleshooting, and service information.
• Assist technicians with diagnostic processes, technical procedures, parts identification, and interpretation of OEM service information using diagnostic software, test results, schematics, service procedures, and Applied Failure Analysis.
• Research and analyze complex technical issues involving diesel and gas engines, control systems, electrical systems, switchgear, emissions systems, and related power-generation equipment. Identify root causes and recommend practical solutions based on available information, diagnostic results, and testing.
• Provide remote and on-site technical support at shops and customer locations, including support for Applied Failure Analysis investigations. Work with technicians, Caterpillar, other OEMs, and vendors to inspect failed components, gather evidence, determine root causes, document findings, and recommend corrective actions to help prevent repeat failures.
• Identify, document, and report product problems and recurring issues through established Caterpillar and other OEM support channels. Coordinate with manufacturers, vendors, and product specialists to resolve issues and communicate known solutions to applicable teams.
• Administer technical support cases and tickets, including DSN requests and issues involving SIS, from initial screening and known-issue research through technical analysis, documentation, follow-up, and resolution.
• Review and distribute Engine News, Technical Information Bulletins (TIBs), Product Improvement Programs (PIPs), Product Support Programs (PSPs), warranty updates, and other relevant technical information. Maintain current knowledge of product updates, service procedures, and known issues.
• Utilize and assist others with Caterpillar and other OEM technical resources, including Cat ET, DSN, SIS/SIMSi, PowerNet, TMI, electronic service software, diagnostic tools, and related product-support systems.
• Support warranty and goodwill claim administration through technical research, documentation, review of product-related issues, and coordination with applicable departments.
• Develop and maintain technician procedures, work instructions, troubleshooting guides, and documentation of known issues and product-support activities. Translate complex information into clear, practical instructions and recommendations.
• Mentor technicians through troubleshooting and repair challenges. Support the development and delivery of product, diagnostic software, and troubleshooting training, and identify training, diagnostic tooling, and technical resource needs.
• Identify opportunities to improve the quality, consistency, organization, accessibility, and effectiveness of technical resources and troubleshooting processes.
• Collaborate with Service, Product Support Sales, Parts, Sales, Warranty, OEMs, and vendors to resolve technical and customer issues. Work with Condition Monitoring Analysts (CMAs) and sales support personnel to evaluate equipment findings, develop service leads and follow-up actions, and identify parts, components, and vendors needed for effective repairs.
• Maintain productive professional relationships and communicate significant technical concerns, unresolved problems, and potential business impacts to appropriate management and stakeholders.
• Ensure technical recommendations support safe work practices and comply with OEM procedures and company safety requirements.
• Assist with special projects, new product introductions, process development, product improvement initiatives, and other assigned technical activities.

Benefits

• Health, Dental, Vision, Disability, and Life Insurance
• 401(k)
• Paid Holidays
• Paid Parental Leave and Funeral Leave
• Paid Time Off: Prorated 80 hours of PTO + 1 Floating Holiday
• Education Assistance
• Personal Tool Insurance, and Safety Equipment Reimbursement
• Voluntary Benefits: Supplemental Insurance, Accident, Critical and Hospital Indemnity Insurance, Legal Assistance and Identity & Fraud Protection

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED