Technical Communicator

Carolina CAT - Construction•Charlotte, NC

About The Position

Acts as principle internal contact for equipment manufacturers in resolving service/repair problems. Provide service/repair information from manufacturer and research technical service information when unavailable to Service Technicians from existing resources. May write service/repair manuals or instructional briefs for use by Technicians in resolving unique, or unusual, service/repair problems and other related activities.

Requirements

High school diploma or general education degree (GED) required.
Associates degree desirable with ten years Caterpillar experience, and five years with Carolina Cat preferred.
Functional knowledge of CAT products, with a large focus on CAT GCI products.
Expert troubleshooting skills (Electrical, Hydraulic), and expert use and application of all Caterpillar diagnostic tools, electrical and electronic system applications.
Comprehensive knowledge of the application, operation, repair and function of Caterpillar equipment and engines.
Exceptional problem-solving techniques and knowledge of repair options for Caterpillar machines, engines, and components.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence.
Functional knowledge of key operating systems: DBS, ServiceLink and MDS
Expert knowledge of critical CAT applications: SIS 2.0, ET, TMI, SIMSi
Functional capability with Microsoft Office suite of application.

Nice To Haves

Associates degree desirable with ten years Caterpillar experience, and five years with Carolina Cat preferred.

Responsibilities

Receives service/repair assignment from Department Manager.
Reviews manufacturers and trade catalogs, drawings, and other data relative to operation, maintenance, and service of equipment.
Organizes material and completes writing assignments according to set standards regarding order, clarity, conciseness, style, and terminology.
Maintains records and files of work and revisions.
Selects photographs, drawings, sketches, diagrams, and charts to illustrate material. Arranges for formatting, reproduction, and distribution of material.
Participates in meetings, seminars, and training sessions to obtain information on new products to better provide technical assistance.
Expedites location of part numbers and custom parts for machines serviced/repaired.
Assist Service staff and Technicians with troubleshooting and resolution with product issues.
Use DSN system to communicate product issues to Caterpillar. Follow-up with Caterpillar as needed.
Respond to internal and external customer inquiry and questions in a timely fashion.
Elevate high priority issues and customers to Manager, Technical Services and Caterpillar District Service Representatives.
Provide technical advice on warranty issues to warranty analysts.
Prepare failure analysis reports as needed by Caterpillar and/or customer.
Demonstrate and promote company core values.
Other duties as assigned