What are the responsibilities and job description for the Technical Communicator position at Thompson Machinery?
Technical Communicator
About the Company
Looking for more than just a job? At Thompson Machinery, we’ve been powering progress since 1944. As the Caterpillar dealer for Middle and West Tennessee and North Mississippi, we are committed to delivering smart solutions, building lasting partnerships, strengthening our communities, and investing in our people.
WHAT YOU WILL DO
The Technical Communicator (TC) provides direct technical support to service technicians and personnel across the Thompson Machinery territory. This role serves as a key resource by researching technical issues, interpreting service information, and delivering efficient repair solutions through one-on-one, phone, and written communication. The Technical Communicator also develops, maintains, and shares technical resources to support troubleshooting, repair accuracy, and overall service performance. This position may be based in La Vergne or Memphis, TN.
Key Responsibilities
- Provide direct technical support to service technicians via phone, email, and written communication
- Research and resolve technical and service issues using schematics, technical bulletins, service letters, and other resources
- Interpret test results, lab reports, and field data to support accurate diagnostics and repair solutions
- Perform and communicate failure analysis findings on components and systems
- Troubleshoot and evaluate customer and company equipment for repair solutions
- Interpret technical diagrams, components, and system operations
- Maintain familiarity with Caterpillar service publications, updates, and technical bulletins
- Partner with the Technical Training team on new technologies and equipment updates
- Support training and mentorship of technicians and customers as needed
- Maintain and organize technical support resources for ongoing reference
- Work independently across multiple projects while adapting to changing priorities
- Maintain awareness of safety hazards and industry-related risks
WHAT WE EXPECT OF YOU
We all have different backgrounds, yet we all use our unique contributions to provide the highest quality of service.
BASIC QUALIFICATIONS
We all have different backgrounds, yet we all use our unique contributions to provide the highest quality of service.
BASIC QUALIFICATIONS
Education & Experience:
- High school diploma or equivalent required
- 3–5 years of relevant experience preferred (heavy equipment, power systems, or related technical field)
- Strong knowledge of Caterpillar equipment repair and troubleshooting
- Experience with failure analysis methods and diagnostic processes
- Ability to interpret schematics, diagrams, and technical documentation
- Strong problem-solving and analytical skills
- Effective written and verbal communication skills
- Proficiency with Microsoft Office (Outlook, Word, Excel)
- Ability to quickly learn and use proprietary Caterpillar systems and software
- Ability to train, mentor, and coach technicians effectively
- Strong organizational skills and ability to manage multiple priorities
- Valid driver’s license and ability to comply with company driving policies
- Ability to follow written and verbal instructions accurately
- Effective use of phone systems and communication tools
- Office-based role with frequent interaction with field technicians and service teams
- Regular use of computers, phones, and technical systems
- Requires attention to detail, problem-solving, and consistent communication across teams
- Exposure to equipment-related environments where awareness of safety hazards is required
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Travel to company stores and customer sites as needed to support advanced troubleshooting efforts, assist Technicians in the field, and collaborate with CAT Service Engineering on product problem resolution.
WHAT’S IN IT FOR YOU
At Thompson Machinery, we believe that great benefits are more than just perks— they’re essential for employee well-being and success. We’ve designed a benefits package that goes beyond the ordinary, ensuring that our team members thrive both personally and professionally. Here’s an overview of our benefits, including some that set us apart from our competitors.
THE BASICS
At Thompson Machinery, we believe that great benefits are more than just perks— they’re essential for employee well-being and success. We’ve designed a benefits package that goes beyond the ordinary, ensuring that our team members thrive both personally and professionally. Here’s an overview of our benefits, including some that set us apart from our competitors.
THE BASICS
- Various medical plan options, including a no-cost option
- Vision and dental insurance
- Employer-paid short-term and long-term disability insurance
- Employer-paid basic life insurance
- 401k matching
- Profit Sharing
- 8 paid holidays annually
- Initially up to 15 days of Paid Time Off annually with increase after five years of service
- Employee Assistance Program (EAP)
WHAT SETS US APART
- Competitive pay
- Exposure to world-class CAT training and development
- Tuition Reimbursement
- Tool Purchase Assistance to buy high-quality tools at deep discounts
- Annual stipend toward the purchase of work boots
- Company Incentive Bonus Program
- Paid Veteran holiday annually to all service members
- Training and Development programs
- Work uniforms and professional cleaning services
- Financial Wellness programs
Thompson Machinery offers competitive salaries and a complete benefits package. Compensation for this position will be commensurate with candidate experience and background. Thompson Machinery is an equal opportunity employer: Minorities/Women/Veterans/Disabled.