Technical Communicator - Mining

Western States Equipment•Pocatello, ID

About The Position

The Technical Communicator - Mining serves as the dealership’s subject matter expert for complex mining equipment diagnostics and repairs and as the primary liaison between the dealership and Caterpillar engineering for technical support and product concerns. The role assists technicians and mine-site personnel with advanced issues across hydraulic, electrical, engine, powertrain, and other mining equipment systems, using Caterpillar information systems, technical publications, equipment health data, and diagnostic tools to identify causes and recommend repairs. The position manages technical support cases, conducts and documents root cause and Applied Failure Analysis investigations, interprets Scheduled Oil Sample data, and communicates technical findings to Caterpillar, dealership, customer, and service leadership. It also presents technical information at meetings, communicates Caterpillar service updates, supports warranty evaluations, and collaborates on product improvement initiatives. The Technical Communicator provides technical support across Service, Parts, Product Support, and Sales; mentors and trains technicians; and supports field technicians through technical assistance and onsite visits. The role requires maintaining accurate technical records, promoting safe work practices, and upholding Western States’ mission, vision, and values. Travel of up to 60%, including overnight stays, is required.

Requirements

High school diploma or General Education Degree (GED).
Five years of experience as a heavy mining equipment service technician, with increasing levels of responsibility and knowledge and the ability to diagnose and resolve technical issues quickly, thoroughly, and correctly.
Prior experience communicating technical issues and resolutions verbally and in writing.
Ability to speak, read, comprehend, and write in English.
Advanced knowledge of Caterpillar mining equipment and diagnostics.
Understanding of engine, hydraulic, powertrain, electrical, electronic, emissions, and software systems.
Knowledge of telematics, VisionLink, Product Link, remote diagnostics, equipment health monitoring, and fleet health systems.
Knowledge of Microsoft Dynamics AX, Infocast, Global DSN, SIS Web, and SIMSi/CPI.
Knowledge of Microsoft computer products and comparable systems.
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.
Consistent attendance.
Ability to stand for long periods and to walk, sit, repeatedly climb stairs, reach (including above-shoulder reaching), bend, stoop, push, pull, lean, and twist repetitively.
Ability to lift up to 45 lbs.

Nice To Haves

Associate degree from an accredited vocational school.

Responsibilities

Serve as the dealership's subject matter expert for complex mining 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 mining equipment system issues.
Use SIS2GO, SIS, DSN, VisionLink, technical service publications, equipment 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 mining equipment failures and document findings for Caterpillar and dealership leadership.
Perform Applied Failure Analysis (AFA) during mining equipment failure investigations and document findings for Caterpillar, dealership, and customer leadership.
Work with the Component Rebuild Center (CRC) to define root causes, including through AFA.
Interpret Scheduled Oil Samples (S.O.S.), including coolant data.
Attend dealership technical and customer quarterly meetings and present technical data, including AFA presentations using PowerPoint and Word.
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 mining equipment 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.
Provide technical assistance to field technicians and mine-site personnel on challenging repairs, including through onsite visits.
Maintain accurate technical records, case documentation, and communication logs.
Promote safe work practices and comply with dealership, Caterpillar, and mine-site standards.
Work within and promote the organization’s corporate vision, mission, and values.
Perform other duties as assigned.