Technical Communicator - Heavy Equipment

Job Summary

The Technical Communicator’s primary responsibility is to coordinate all Service Request activities between the dealership Service Technicians and Senior Technical Communicators for the resolution of all product problems, and commercial and technical issues for the Equipment Division. The Technical Communicator will maintain all user account access to Caterpillar’s Product Support Customer Relationship Management (PSCRM) system, answer incoming Service Request phone calls from customers, answer basic service-related questions, and elevate more complex issues to a Senior Technical Communicator. Some travel may be required during the training and orientation period.

Key Competencies

• Excellent verbal and written communication skills
• Customer oriented with the ability to maintain excellent working relationships with Caterpillar personnel
• Excellent computer skills
• Strong mechanical skills and knowledge with the ability to learn additional technical material
• Well organized and detail oriented
• Strong phone skills

Job Qualifications

• Four (4) plus years of experience with Earthmoving Heavy Equipment as a service technician, either shop or field, (or similar experience)
• Some fundamental mechanical skill/aptitude or similar experience is necessary
• An understanding of the heavy earthmoving equipment industry is desired
• Completion of a 2-year Diesel Technology or Power Equipment Technology program from a county joint vocational school or career center is preferred
• Completion of basic courses in engines, hydraulics, and electrical systems, is desired
• A High School diploma or GED is required

Employee Benefits

• 401(k): Match and employer discretionary contribution
• Health Insurance: Two options are available, including an HSA with a dollar-for-dollar match of up to $1,200 per year
• Dental & Vision Insurance: Comprehensive coverage options
• Financial Access: Credit Union membership is available
• Insurance: Life Insurance, Short-Term Disability, and Long-Term Disability coverage
• Educational Opportunities: Scholarships for employees’ spouses and children through the Ohio Machinery Education and Opportunity Foundation
• Compensation: Base pay, annual bonus potential, and company success share bonuses

Physical Requirements

• Primary functions require sufficient physical ability and mobility to work in an office setting
• To stand or sit for prolonged periods
• To occasionally stoop, bend, kneel, crouch, reach, and twist
• To lift, carry, push, and/or pull light to moderate amounts of weight
• To operate office equipment requiring repetitive hand movement and fine coordination including use of a computer keyboard
• To exchange information both verbally as well as through written communication as needed
• The noise level in the work environment is usually quiet in office settings and moderate to loud in other situations, with both constant and sudden loud noises possible