EPG Technical Communicator

About the role

The EPG Technical Communicator II assists technicians on assignments through the repair process to ensure timely, cost-effective, and quality repairs are being completed. They coordinate and work with Caterpillar engineers in resolving product issues, answer technical requests and inquiries to resolve product problems through diagnosis, personal knowledge and expertise, research, manufacturing contacts, and engineering data. They recognize, document, and report product issues and assist in determining root causes that significantly affect customer satisfaction, productivity, and/or operations. They travel to customer sites within the assigned region to assist in complex troubleshooting and ongoing issues to gain a better understanding of the specific repair and establish improvements in the repair process.

Responsibilities

• Assist technicians on assignments through the repair process to ensure timely, cost effective and quality repairs are being completed.
• Cook up with Caterpillar engineers in resolving product issues.
• Answer technical requests and inquiries to resolve product problems through diagnosis, personal knowledge and expertise, research, manufacturing contacts and engineering data.
• Recognize, document and report product issues and assist in determining root cause that significantly affect customer satisfaction, productivity and/or operations.
• Travels to customer sites within assigned region to assist in complex troubleshooting and ongoing issues to gain a better understanding of the specific repair and establish improvements in the repair process.
• Attends necessary training in order to stay up to date on new products and challenges.
• Utilizes Caterpillar system resources, such as SIS 2.0, SIS2Go, Remote Services, Product Support CRM (PSCRM), Catdealer.com, Dealer Product Support Search (DPSS), Service Information Management System (SIMS I) /Continuous Product Improvement (CPI), to diagnose issues and evaluate possible solutions.
• Proficient in using professional phone etiquette to field customer calls.

Requirements

• Associates degree (A. A.) or equivalent from two-year college or technical school; or five (5) years related experience and/or training; or equivalent combination of education and experience.
• Extensive experience troubleshooting Generators, Gensets, and Switchgear along with Natural Gas and Diesel Engines.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Moderate computer skills. Familiar with web navigation, experience working with databases.
• Must have valid drivers license and clean driving record.
• Ability to write routine reports and correspondence.
• Ability to speak effectively before groups of customers or employees of organization.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Qualifications

• Associate's degree (A. A.) or equivalent from two-year college or technical school; or five (5) years related experience and/or training; or equivalent combination of education and experience.
• Extensive experience troubleshooting Generators, Gensets, and Switchgear along with Natural Gas and Diesel Engines.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Moderate computer skills. Familiar with web navigation, experience working with databases.
• Must have valid drivers license and clean driving record.
• Ability to write routine reports and correspondence.
• Ability to speak effectively before groups of customers or employees of organization.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Skills

• Excellent communication skills.
• Strong problem-solving skills.
• Ability to work independently and as part of a team.
• Knowledge of Caterpillar systems and tools.
• Proficiency in using professional phone etiquette.

Benefits

We offer a comprehensive benefits package including health, dental, vision, life, and more. We also provide a supportive and inclusive work environment where we value diversity and promote equal opportunity. We believe in taking care of our employees and want to work with awesome people who share our values.

Pay

Compensation is commensurate with experience and qualifications.

Schedule

The position requires occasional travel up to 40%.

This position is considered a safety-sensitive position.