Technical Communicator

Responsibilities

• Respond to Technical Requests: Provide diagnostic support and troubleshooting assistance to technicians, customers, and internal team members.
• Support Repair Operations: Assist service teams in successfully managing and completing equipment repairs.
• Share Technical Updates: Review and distribute technical bulletins, service media, and known product issue information.
• Advise on Warranty: Provide technical guidance on warranty claims and support eligibility reviews for accurate submissions.
• Document Product Issues: Identify, document, and report significant product concerns impacting performance or customer satisfaction.
• Aid with New Products: Support New Product Introductions to ensure service teams are prepared for new equipment.
• Collaborate With OEMs: Work with Caterpillar and other manufacturers to develop cost-effective solutions to known product issues.
• Escalate Complex Issues: Communicate unusual problems through Caterpillar’s Dealer Service Network (DSN) as needed.
• Coach Team Members: Train and assist staff on essential diagnostic tools and systems such as SIS, Cat ET, DPSS, and more.
• Engage in Training: Participate in routine meetings, seminars, and technical training to remain current on all product updates.
• Lead Product Problem Management: Coordinate or participate in PPM meetings to ensure all service teams stay updated on diagnostic and repair resources.
• Act as a Technical Liaison: Serve as a central contact point for Caterpillar support representatives.
• Work Safely: Follow all company safety rules, policies, and procedures.

Qualifications

• 5+ years of heavy equipment technician experience or 5+ years in a related technical support/training role.
• Understanding of Applied Failure Analysis.
• Completion of basic courses in hydraulics, engines, and electrical systems.
• High school diploma required; AA or equivalent preferred.
• Prior experience in a Caterpillar dealer service environment preferred.