Technical Communicator

Fabick Cat•Milwaukee, WI

About The Position

Primary responsibility will be to provide counsel to internal and external customers on technical and product issues. In addition, assisting technicians on assignments through the repair process to ensure timely, cost effective and quality repairs are completed. In many cases resolving product issues will require a coordinated effort in working with Caterpillar engineers.

Requirements

2 year Technical Degree with emphasis on Diesel Engine or Earthmoving Repair or equivalent required.
5 years of experience as a heavy equipment/earthmoving technician at a Caterpillar dealer required.
Solid understanding of applied failure analysis required.
Ability to read/interpret Electrical and Hydraulic Schematics required.
Effective oral and written communication skills and excellent interpersonal skills required.
Conflict management skills required.
Ability to organize and write procedures in a logical/methodical manner required.
Strong computer skills in SISWeb and Microsoft products required.
Good time management and excellent attention to detail is required.
Strong computer skills in Dealer Business Systems (DBS).

Nice To Haves

5 years of experience as a Field Service technician at a Caterpillar dealer preferred.

Responsibilities

Provide internal and external customers with clear, concise and timely resolutions to technical questions on product issues.
Log external calls in CRM software.
Assign and track Customer ET software.
Collaborate with Caterpillar Engineers to resolve product issues.
Assist technicians on assignments through the repair process to ensure timely, cost effective and quality repairs are completed
Travel to customer job sites or service shops as needed to troubleshoot and advise on technical issues.
Assist sales department on technical issue's when required.
Prepare failure analysis reports and maintain PIQ records.
Participate in conferences, seminars, and training sessions to keep abreast of developments in the field and to integrate developments into training programs.
All other duties as assigned.