What are the responsibilities and job description for the Technical Communicator position at Thompson Machinery - Caterpillar?
TECHNICAL COMMUNICATOR
JOB PROFILE
The Technical Communicator (TC) supports service technicians through one-on-one, phone or written communication. Will research technical and service issues (bulletins, schematics, internet, etc.) and present efficient repair solutions, and create, locates, and maintains resources for technical support. This position may be based in either the LaVergne or Memphis, Tennessee locations, and will serve technicians and service personnel across the Thompson Machinery territory.
ABOUT THE COMPANY
Thompson Machinery is a Caterpillar equipment dealer serving the middle and west Tennessee and northern Mississippi region. Since 1944, Thompson Machinery has been an industry leader, renowned for superior solutions, lasting relationships, and stronger communities. Serving a broad range of customers in the construction, forestry, mining, industrial, governmental, and agricultural industries, as well as trucking, power generation, and marine businesses, Thompson Machinery is a total equipment solution provider.
BASIC REQUIREMENTS
- High School diploma or equivalent required, with 3 – 5 years prior relevant experience preferred.
- Must be able to communicate effectively with customers, co-workers, vendors, or managers related to job functions.
- Must develop functional ability in the use of proprietary (i.e., Caterpillar, etc.) software and/or technologies.
- Demonstrate proficiency in Caterpillar machine repair and troubleshooting.
- Demonstrate working knowledge of failure analysis methods and processes.
- Demonstrate proficiency with instruction, mentorship, and coaching skills by training junior technicians and customers as needed.
- Must be able to communicate via email effectively and efficiently (MS Outlook, Word, Excel, etc.)
- Must be able to use available land and cell phone systems effectively.
- Maintain valid driver’s license from the state of personal residency and comply with company driving policy.
- Understand and remember all written and verbal instructions. Carry out instructions accurately.
RESPONSIBILITIES
- Functions as a service specialist with all Caterpillar brand equipment offered by the company and the service specifications, repair techniques and technical guidance required to effectively service this equipment.
- Will work closely with the Technical Training department on equipment related technologies and equipment updates as models evolve.
- Evaluate and communicate findings on failed components using applied failure analysis.
- Evaluate and troubleshoot customer and company equipment for repairs.
- Interpret test results from service technicians, lab reports or other analytical tools.
- Research and interpret components, diagrams, and systems for equipment repairs.
- Review and maintain familiarity with service letters, technical bulletins and any other publications or information sources from Caterpillar and other vendors.
- Uses personal and company tools and resources effectively. Demonstrates analysis and troubleshooting aptitude by use of thoughtful and intelligent problem-solving processes.
- Work independent of supervision on assigned tasks. Move between projects as scheduling requires.
- Maintain a constant awareness of hazards inherent to work within this industry.
PHYSICAL REQUIREMENTS
- Pass pre-employment background check, physical exam including drug screen, and meet all physical requirements for the position.
- Able to lift up to 20-50 pounds occasionally.
Thompson Machinery offers competitive salaries and a complete benefits package.
Compensation for this position will be commensurate with the candidate’s experience and background.
Thompson Machinery is an equal opportunity employer: Minorities/Women/Veterans/Disabled.