Technical Communicator - Mining

Western States Careers•Pocatello, ID

About The Position

Western States Equipment Company is seeking a Technical Communicator for mining equipment. The role serves as the dealership’s subject matter expert on complex mining equipment diagnostics and repairs, and as the primary liaison with Caterpillar engineering for technical support and product concerns. It supports dealership service teams, technicians, mine-site personnel, and customers by investigating equipment issues, recommending repairs, communicating technical information, and coordinating cases and failure analyses. The position uses Caterpillar diagnostic systems, service publications, equipment-health data, and diagnostic tools to determine root causes and document findings. It also provides training and mentorship, supports warranty evaluations and product-improvement efforts, and may require travel to mine sites. The role is expected to promote safe work practices and uphold Western States’ mission, values, and customer-care commitments.

Requirements

High school diploma or General Education Degree (GED) required.
Five years of experience as a heavy mining equipment service technician, with increasing 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 computer products and comparable systems.
Knowledge of Microsoft Dynamics AX, Infocast, Global DSN, SIS Web, and SIMSi/CPI.
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 level), bend, stoop, push, pull, lean, and twist repeatedly.
Ability to lift up to 45 pounds.

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) as part of 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 support 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 vision, mission, and values.
Perform other duties as assigned.