The Technical Communicator (TC) for Earthmoving provides technical support to Service, Parts, and Sales Departments in the Thompson Tractor Earthmoving Division territory and their customers. The Technical Communicator will act as a liaison between Thompson Tractor Earthmoving Division and our suppliers to diagnose a range of complex problems, identify, communicate, and resolve product problems and ensure proper application. The TC will act with integrity on behalf of the company to ensure compliance with regulatory rules and company policies. The TC will show initiative, commitment to teamwork, be a self-starter, show enthusiasm for customer service and dedication in finding solutions efficiently.
The Technical Communicator has a high degree of interaction with many diverse types of people from technicians, engineers, supervision, management, and customers. Most of the communication will be In the TC Help Desk and over the phone. The TC will be an information resource. The job is very technically oriented, requiring research, analysis, and common sense. The TC must possess a personality that technicians are willing to go to for help and yet be confident and firm enough to ensure the technicians do due diligence. The TC assists technicians with their issues, not taking ownership. The ability to mentor will be a key requirement in this TC role. The workload is seldom consistent and at times it can be overwhelming. The TC will need to be able to handle high stress situations and be self-motivated to be productive during slow times.
Essential Responsibilities & Expectations
•Work closely between technicians and product service engineers to aid in troubleshooting and problem resolution.
•Use experience, product knowledge and the resources available to determine whether there is existing service information available and if not, provide accurate communication to and from the factory to resolve problems in a timely manner.
•Mentor technicians in the correct use of system information and if necessary, identify and communicate with supervisors and Service Training the need for additional training or the proper technician for the task.
•Develop personal relationships with factory engineers to provide an accurate flow of information and sense of urgency.
•Maintain necessary training to be proficient in new and changing products and technology.
•Travel as necessary between Thompson Tractor earthmoving branches, home office and factory training and conferences.
•Must be able to rapidly multi-task and transition between complex problems and varying products and technologies.
•Manage workload with minimal direct supervision.
•Be proficient with schematics.
Qualifications
Minimum Education: High school diploma or the equivalent
Minimum Experience: Minimum 6 years of experience. Candidates for this position must possess strong mechanical aptitude. Experience using personal computers and basic typing skills are required for this position.Candidates must quickly acquire the following required Skills and Competencies.
Skills and Competencies:
•Basic technical skills
•Written communication skills
•Verbal communication skills
•Basic computing skills (AX, Excel, Word, Adobe, etc.)
•Excellent organizational skills
Job Training:
•Area specific technical training
•OTJ mentor training from other TCs
•OSHA required training
•Vendor technical sites
•Compliance training
Safety Summary
Working Conditions
Work is normally performed in a Service Department shop or on the location of customer job sites.Exposure to physical risk and all-weather conditions is associated with this position. Standing on hard surfaces for extended periods of time is often required.
Physical Requirements Job Hazards
•Speaking
•Listening
•Writing
•Typing
•Reaching
•Kneeling
•Grasping
•Stooping
•Lifting up to 75 lbs.
•Climbing on ladder
•Climbing on equipment
• Crawling under equipment
•Job site hazards
•Strains due to lifting
•Driving related hazards
•Back and neck strain
•Stress
•Tripping, slipping, falling
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)