Technical Communicator

Hawthorne Machinery Co.•San Marcos, CA

19h•$80,000 - $100,000

About The Position

Under limited supervision of the General Service Manager-Machinery, this position acts as a liaison between the dealership and Caterpillar. The Technical Communicator will communicate with Caterpillar and relay any pertinent information as needed to the customers and the dealership.

Requirements

Must have a high school diploma or equivalent, or can provide verification of all formal classroom study or hands on experience related to heavy equipment repairs.
Must have two (2) years general office experience.
Minimum five (5) years experience working in a Caterpillar Dealer service department as a technician and technical correspondents/field service.
Must have a valid CA Class C Driver’s License with a clean driving record.
Must have working knowledge of the Microsoft Office Suite.
Proficient with Caterpillar service computer programs.
Demonstrate excellent communication skills both verbal and written.
Ability to work in team environment and possess positive attitude.
Available to travel and attend out of state meetings as required.
Ability to multitask and establish priorities.
Ability to maintain a flexible attitude and approach towards assignments and successfully operate under ambiguous guidelines.

Nice To Haves

AA degree from a trade school preferred.

Responsibilities

Keep personnel informed of the latest updates from Caterpillar by maintaining a Technical Library and distributing technical information within the organization.
Develop and maintain Caterpillar contacts to ensure a point of contact for all CAT product updates.
Provide excellent customer support that includes troubleshooting, providing logical and timely response to customer technical problems and questions, and representing our customers in relaying product concerns to Caterpillar.
Accurately provide timely information to Sales, Parts, and Service by meeting customer needs and minimizing or eliminating startup and operating problems, reducing rework, and verify any complaints by comparing operation with normal or specified operation.
Identify components likely to be involved using standard reference if given an operator’s complaint. Gather and report all requested data including production codes if given a specific product failure. Identify the correct factory service engineering contact to resolve if given a specific product problem. Describe failure verbally and in writing if given a failed part.
Administer the appropriate Sales and Service literature by identifying application zone and describing critical factors and recommendations to factory or user as needed.
Will go out in the field as needed to ensure the latest updated information is communicated to the Parts and Sales departments.
Determine cause of wear, failure, reusability, and salvage methods on worn or failed parts.
Implement effect of specific application or user maintenance practices on performance.
Make inspections and generate reports of deficiencies for user or for factory.
Measure scheduled oil sampling results and makes recommendations to user as needed.
Take into consideration Dealer and factory liability when reporting and investigating an accident.
Review warranty claims and shipment of iron if needed and determines applicability of Caterpillar warranty.
Provide product information to Caterpillar, assisting CAT in justifying change, developing and maintaining contacts with product groups, assist in product testing, and providing timely feedback to product groups.
Administer and maintain ongoing log of product problems and actions that were needed to resolve.
Provide technical assistance and training for the customer.
Contribute to team effort by accomplishing related results as needed.
Perform other duties as assigned by management.