Technical Communicator

The Technical Services Communicator is responsible for analyzing and communicating technical product issues involving all products and attachments that the company sells and services to primarily external customers.

The incumbent in this position is expected to model the following practices on a daily basis:

1) Demonstrate alignment with the company's mission and core business values

2) Collaborate with key internal/external resources

3) Participate in ongoing self-development

Essential Functions:

• Evaluate and analyze product issues to support Parts, Service, and Sales business objectives.
• Researches product issues using Cat tools, PSCRM database, and troubleshooting skills and helps resolve issues
• Communicates solutions in an accurate and timely manner
• Advises and reports all pertinent technical data to external customers to ensure the satisfaction of our product and maintain alignment of Company Core Values
• Manages technical services tooling and databases to ensure the success of key service functions
• Liaisons with all manufacturers and all departments regarding product issues and solutions to provide effective solutions to customer issues
• Shares responsibility with other team members in acting in a manner that ensures continued stability and growth of all members of the team
• Records all solutions and recommendations in the PSCRM database
• Facilitates customer calls during both office hours and after hours
• Requires regular and punctual employee attendance
• Works safely at all times and adheres to all applicable safety policies; complies with all company policies, procedures, and standards
• Performs other duties as assigned

Knowledge, Skills, and Abilities:

• Knowledge of and ability to explain safety practices, mechanical repair, service procedures, and techniques
• Knowledge of CAT models/machines and safe operation procedures, maintenance practices, and troubleshooting of hydraulic and electrical systems
• Computer and software knowledge, including intermediate-level skills with Excel and Word
• General mathematical skills to include basic adding, subtracting, multiplication and division
• Advanced skills in repairing hydraulic controls and electrical systems
• Ability to communicate clearly and effectively, both verbally and in writing
• Ability to understand technical manuals, software specifications, hardware principles of operations, and systems software operations
• Ability to think logically for interpreting and analyzing problems assigned or encountered
• Ability to identify complex problems and to review related information to develop and evaluate options and implement solutions
• Organizational ability and confidence to work independently

Education and Experience:

• High school diploma or equivalent required. Bachelor’s degree in Mechanical Engineering or related field preferred
• Three or more years of related experience preferred

Physical Requirements:

• To perform this job successfully, an individual must be able to perform each job duty and responsibility satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform job duties and responsibilities
• This position involves extended periods in a stationary position; additionally, occasional movement inside the office to access office machinery, file cabinets, etc.
• Constant movement and use of limbs; this position requires good manual dexterity, coordination, and stamina
• This role frequently communicates with others, must be able to exchange accurate information in these situations
• Routinely reacts to visual, auditory, and other signals, including alarms and instructions, and is required to visually inspect work

Work Environment:

• This job is generally performed in a professional office; in environmentally controlled conditions, operating computer, manual dexterity, talking, hearing, and repetitive motion

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)