The Technical Communicator position supports the operation departments and external customers by serving as the technical expert on an assigned type of machinery/equipment in a manner that reflects the company’s vision of working as “One Professional Team.” This position is a liaison between the dealership and Caterpillar and manufactures’ engineering for product problems and technical information, and solves critical product problems through diagnosis/repair, personal knowledge and experience, and engineering data. The Technical Communicator will be expected to apply his/her expertise in one of the following areas: agriculture, earthmoving, mining, power systems, compact construction equipment, on Hwy truck engines, or construction technology.
Essential Functions: Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
Provides failure analysis reports to dealership, Caterpillar, and customers
Creates and distributes technical service related memos
Tracks and reports problems to Service, Sales, and manufacturers
Utilizes Dealer Solution Network (DSN) for reporting Caterpillar product issues
Serves as a liaison between Caterpillar engineering and Wagner Equipment Company
Assists Service Managers in making customer, dealer, and manufacturer warranty policy settlement decisions
Investigates, collects data, and communicates with business unit engineers and district representatives using established processes
Communicates effectively with internal and external customers, and manufacturers and engineers
Provides primary technical support to internal customers (40% walk-in / 60% phone)
Provides primary or secondary support to external customers (20%walk-in / 80% phone)
Directs, coordinates, performs, and reports on test iron and field follow projects, failure and reusability analysis reporting, parts salvage recommendations, and participation in Partners in Quality programs
Investigates and reports on all accidents to the company and manufacturer
Creates on-machine solutions through testing and research
Attends and participates in product improvement and technical conferences
Other duties as assigned by manager
Competencies:
Data Entry
Telephone Skills
Safety Knowledge
Reading/Writing Skills
Reasoning Skills
Organizational Skills
Communication Skills
Math Skills
Knowledge of Caterpillar and Dealership Warranty
Basic knowledge of SOS reports
Basic understanding of blueprints
Basic knowledge of Microsoft Excel and Powerpoint
Basic knowledge of DBS
Intermediate knowledge of Microsoft Word
Advanced knowledge of ET/SIS/SIS Web/STW
Proficient in reading schematics
Proficient in ISO symbols
Work Environment:
Noise: Quiet
Indoors
Physical Demands:
Talking
Sitting
Use of Hands
Hearing
Sedentary work that primarily involves sitting/standing but may require occasionally lifting and/or moving up to 25 pounds
Required Education and Experience:
High School Diploma or GED
5+ years administrative/clerical experience
5+ years technical or mechanical (machine service/maintenance)
Additional Eligibility Requirements:
Must pass all required pre-employment screenings which may include but are not limited to background checks, drug/alcohol testing, fit for duty testing, and any other job-related tests/screenings
Pay Rate: Starting at $60,344.82 per year
Employee Benefits: Wagner Equipment Co. provides the following benefits to all full-time employees
Paid Time Off (PTO) Plan
Company Paid Holidays
Medical, dental, and vision insurance
Life and AD&D Insurance
401K Savings Plan
Tuition Reimbursement
Employee Assistance Program (EAP)
Other Duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the employee must possess the abilities or aptitudes to perform each duty proficiently.
Wagner Equipment Co. is an EEO/AA/Veterans/Disabled employer.
