Technical Communicator II

About the role

The Technical Communicator II is responsible for providing internal and external customers with technical assistance.

Responsibilities

• Assist technicians on assignments through the repair process to ensure timely, cost effective and quality repairs are being completed.
• 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.
• Recognize, document and report product issues and assist in determining root cause that significantly affect customer satisfaction, productivity and/or operations.
• Travel 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.
• Attend necessary training in order to stay up to date on new products and challenges.
• Utilize Caterpillar system resources, such as SIS web, Product Support CRM (PSCRM), Dealer.Cat.com, Dealer Product Support Search (DPSS), Service Information Management System (SIMS I) /Continuous Product Improvement (CPI), to diagnose issues and evaluate possible solutions.
• Use professional phone etiquette to field customer calls.

Requirements

• Associate's degree (A. A.) or equivalent from two-year college or technical school; or five (5) year related experience and/or training; or equivalent combination of education and experience.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Moderate computer skills and familiarity with web navigation, experience working with databases.
• Valid driver's 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.

Benefits

We offer a comprehensive benefits package including health, dental, vision, life, and more.

Work Environment

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl and talk or hear. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate. Required travel up to 20%. This position is considered a safety sensitive position.