Technical Communicator, Product Support

WHAT YOU’LL DO

This position supports the technical aspects of difficult, unusual, recurring, or complex machine and engine issues by assisting Service, Product Support, Sales, Rental, Parts, and customers through advanced troubleshooting, diagnostics, technical research, root cause analysis, issue escalation, and reliability improvement. The Technical Communicator serves as the primary technical liaison between the dealership, customers, Caterpillar, and allied manufacturers for product support matters. 
 
This role collaborates with customers and dealership personnel to communicate technical repair information, product support recommendations, and machine health insights appropriate to the audience's technical skill level. The Technical Communicator leverages machine data, telematics, diagnostic software, service information systems, and field investigations to identify effective solutions that maximize customer uptime and machine reliability. 
 
The position provides technical leadership for complex repairs, repeat failures, connected machine technologies, software-enabled systems, and emerging product technologies. The role partners with dealership technicians and Caterpillar engineering teams to identify product issues, improve repair processes, reduce repeat failures, and enhance customer satisfaction.

ABOUT WESTERN STATES

Since 1956, Western States Equipment Company has been a leading employer across Idaho, Oregon, Washington, Montana, and Wyoming. We are driven by our mission of solving our customers’ toughest challenges, guided by our core values of Safety, Excellence, Teamwork, Integrity, Accountability, and Innovation.

By joining Western States, you commit to upholding these values while contributing to our purpose of building our communities for a better tomorrow.  Safety and our Customer Care Commitment remain foundational to our mission and the standard by which we measure our success.

 Safety 

• Actively cares, promotes, manages, and advocates for safety at Western States.  As a team member in the organization, it is critical to ensure all employees, vendors, and clients have a safe work environment while adhering to all applicable safety policies, procedures and standards. 

• Embraces our caring culture where we each care to adhere with applicable safety policies, PPE expectations and stop work authority.
   

Customer Care Commitments

• Convey Warmth and Empathy – Acknowledge customers and greet everyone with an authentic smile. 

• Actively Listen – Give your full attention, make eye contact, avoid interrupting, and ask clarifying questions. 

• Build Trust – Take ownership, act with urgency, and follow through on commitments. 

• Say Thank you – Express genuine appreciation for effort, feedback, and collaboration. 

ESSENTIAL FUNCTIONS: 

• Serve as the dealership’s subject matter expert for complex equipment diagnostics and repairs.
• Act as the primary liaison between the dealership and Caterpillar engineering for technical support and product concerns.
• Assist technicians in diagnosing and resolving advanced hydraulic, electrical, engine, powertrain, and machine system issues.
• Utilizes SIS2GO, SIS, DSN, VisionLink, technical service publications, machine health data, and diagnostic tools to identify root causes and develop repair recommendations.
• Submit, monitor, and manage technical support cases through Caterpillar’s Dealer Service Network (DSN).
• Perform root cause analysis on product failures and document findings for Caterpillar and dealership leadership.
• Review, interpret, and communicate Caterpillar service letters, technical bulletins, and product updates to service personnel.
• Provide technical support to Service, Parts, Product Support, and Sales departments.
• Mentor and train technicians on Caterpillar diagnostic software, repair procedures, and emerging technologies.
• Assist with warranty evaluations and technical documentation to ensure accurate claim processing.
• Identify recurring product concerns and collaborate with Caterpillar on product improvement initiatives.
• Support field technicians and customers by providing technical assistance on challenging repairs, including onsite visits.
• Maintain accurate technical records, case documentation, and communication logs.
• Promote safe work practices while maintaining compliance with dealership and Caterpillar standards.
• Works within and promotes corporate vision, mission, and values of the organization.
• Performs other duties as assigned.

KNOWLEDGE SKILLS AND ABILITIES:

• Knowledge of Microsoft computer products and other comparable systems.
• Advanced knowledge of Caterpillar equipment and diagnostics. 
• Understanding of engines, hydraulics, powertrain, electrical, electronic, emissions, and software systems. 
• Knowledge of telematics, VisionLink, Product Link, remote diagnostics, and fleet health systems.
• Knowledge of Microsoft Dynamics AX, Infocast, Global DSN, SIS web, SIMSi/CPI.
• Proven written and verbal communication skills.
• Ability to travel up to 60% including overnight stays.
• Ability to develop and maintain effective working relationships with others.

 EDUCATION AND EXPERIENCE: 

• High school diploma or General Education Degree (GED) required
• Five years’ minimum experience as a heavy equipment service technician with increasing levels of responsibility and knowledge with the ability to diagnose and resolve technical issues quickly, thoroughly required.
• Prior experience communicating, verbally and in writing, technical issues and resolutions required.
• Must be able to communicate (speak, read, comprehend, write in English).

 PHYSICAL CHARACTERISTICS: 

• Must be able to sit for long periods of time along with walking, standing, climbing stairs, reaching pushing, pulling, leaning and twisting.
• Must be able to meet all safety requirements for applicable safety policies.

Disclaimer:  The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification.  It is not intended be an exhaustive list of all responsibilities, duties, and skills required of employees in this classification.