Hawthorne cat

Technical Communicator

Hawthorne cat • $80K — $100K *
San Marcos, CA 92069In-Person
Technical Services
5 - 7 years of experience
2 months ago
Job Overview by Ladders

Qualifications

  • High school diploma or equivalent; verification of related heavy equipment experience preferred.
  • AA degree from a trade school is advantageous.
  • Two (2) years of general office experience required.
  • Five (5) years of experience in a Caterpillar Dealer service department.
  • Valid CA Class C Driver's License with a clean driving record needed.
  • Proficiency in Microsoft Office Suite and Caterpillar service programs essential.
  • Strong verbal and written communication skills required.

Responsibilities

  • Maintain a Technical Library to keep personnel updated on Caterpillar news.
  • Establish Caterpillar contacts for product updates.
  • Provide customer support and troubleshoot technical issues.
  • Disseminate accurate information to Sales, Parts, and Service departments.
  • Administer Sales and Service literature as necessary.
  • Field visits to communicate updates to Parts and Sales teams.
  • Review warranty claims and determine Caterpillar warranty applicability.

Benefits

  • Comprehensive medical, dental, and vision plans.
  • Health Savings Account and Flexible Spending Accounts available.
  • Paid Time Off and competitive compensation package.
  • 401(k) plan with company matching.
  • Employee assistance and wellness programs.
  • Tuition reimbursement and advanced technical training provided.
  • Recognition and longevity bonus programs offered.
Full Job Description
POSITION SUMMARY:

Under limited supervision of the General Service Manager-Machinery, this position acts as a liaison between the dealership and Caterpillar. The Technical Communicator will communicate with Caterpillar and relay any pertinent information as needed to the customers and the dealership.

ESSENTIAL FUNCTIONS:
  1. Keep personnel informed of the latest updates from Caterpillar by maintaining a Technical Library and distributing technical information within the organization.
  2. Develop and maintain Caterpillar contacts to ensure a point of contact for all CAT product updates.
  3. Provide excellent customer support that includes troubleshooting, providing logical and timely response to customer technical problems and questions, and representing our customers in relaying product concerns to Caterpillar.
  4. Accurately provide timely information to Sales, Parts, and Service by meeting customer needs and minimizing or eliminating startup and operating problems, reducing rework, and verify any complaints by comparing operation with normal or specified operation.
  5. Identify components likely to be involved using standard reference if given an operator's complaint. Gather and report all requested data including production codes if given a specific product failure. Identify the correct factory service engineering contact to resolve if given a specific product problem. Describe failure verbally and in writing if given a failed part.
  6. Administer the appropriate Sales and Service literature by identifying application zone and describing critical factors and recommendations to factory or user as needed.
  7. Will go out in the field as needed to ensure the latest updated information is communicated to the Parts and Sales departments.
  8. Determine cause of wear, failure, reusability, and salvage methods on worn or failed parts.
  9. Implement effect of specific application or user maintenance practices on performance.
  10. Make inspections and generate reports of deficiencies for user or for factory.
  11. Measure scheduled oil sampling results and makes recommendations to user as needed.
  12. Take into consideration Dealer and factory liability when reporting and investigating an accident.
  13. Review warranty claims and shipment of iron if needed and determines applicability of Caterpillar warranty.
  14. Provide product information to Caterpillar, assisting CAT in justifying change, developing and maintaining contacts with product groups, assist in product testing, and providing timely feedback to product groups.
  15. Administer and maintain ongoing log of product problems and actions that were needed to resolve.
  16. Provide technical assistance and training for the customer.
  17. Contribute to team effort by accomplishing related results as needed.
  18. Perform other duties as assigned by management.


EDUCATION, EXPERIENCE, AND SKILLS REQUIRED:
  1. Must have a high school diploma or equivalent, or can provide verification of all formal classroom study or hands on experience related to heavy equipment repairs.
  2. AA degree from a trade school preferred.
  3. Must have two (2) years general office experience.
  4. Minimum five (5) years experience working in a Caterpillar Dealer service department as a technician and technical correspondents/field service.
  5. Must have a valid CA Class C Driver's License with a clean driving record.
  6. Must have working knowledge of the Microsoft Office Suite.
  7. Proficient with Caterpillar service computer programs.
  8. Demonstrate excellent communication skills both verbal and written.
  9. Ability to work in team environment and possess positive attitude.
  10. Available to travel and attend out of state meetings as required.
  11. Ability to multitask and establish priorities.
  12. Ability to maintain a flexible attitude and approach towards assignments and successfully operate under ambiguous guidelines.


PHYSICAL DEMANDS:
  1. Walking: Moves about on foot often through uneven terrain.
  2. Handling: Picks up items, helps or works with hands.
  3. Lifting: Up to 60lbs. Daily; frequent exertion.
  4. Reaching: Extends hands and arms in any direction.
  5. Stooping: Bends body downward and forward by bending at knees or waist.
  6. Standing: Remains in standing position. If required to perform various functions of the job.
  7. Climbing: In and out of equipment and operated heavy equipment.
  8. Vision: Reads work tickets, parts and service books.
  9. Talking: Communications by radio, phone, and in person.
  10. Sitting: Sits in equipment, vehicles, and at desk for long periods of time.
  11. Driving: Drives company vehicle to and from jobsites.


ENVIRONMENTAL:
  1. Noise: Works in conditions with constant or intermittent noise.
  2. Temp/Weather: Works indoors and outdoors with variations of temperature and weather conditions.
  3. Exposure: Foul odors, fumes and harsh substances.


HERE'S WHAT WE OFFER...
  • Competitive Compensation
  • A great work environment and culture
  • Career growth and advancement opportunities
  • Training
  • Medical, Dental and Vision plans
  • Medical Video Appointments available
  • Health Savings Account available
  • Paid Time Off (PTO) Pay
  • 401(k) Plan + Company Matching
  • Health and Dependent Care Flexible Spending Accounts
  • Life & Accident Insurance
  • Employee Assistance Programs
  • Legal Plan
  • Travel Assistance Plan
  • Wellness Programs
  • Referral Bonus Program
  • Longevity Bonus Program
  • Recognition Programs and much more
  • Hawthorne CAT discounts
  • Boot Reimbursement
  • Tuition Reimbursement
  • Company-Supplied Uniforms
  • Advanced Technical Training
  • Estimated Compensation $80,000 - $100,000 annually


Interested in joining the Hawthorne team? Check out our current available positions at:

www.hawthornecat.com/careers

ACCOMMODATIONS: Reasonable accommodations for essential functions of the position will be considered.

About Hawthorne cat

Caterpillar Inc. is an American Fortune 100 corporation that designs, develops, engineers, manufactures, markets, and sells machinery, engines, financial products, and insurance to customers via a worldwide dealer network. It is the world's largest construction-equipment manufacturer. In 2018, Caterpillar was ranked number 65 on the Fortune 500 list and number 238 on the Global Fortune 500 list. Caterpillar stock is a component of the Dow Jones Industrial Average. Caterpillar Inc. traces its origins to the 1925 merger of the Holt Manufacturing Company and the C. L. Best Tractor Company, creating a new entity, California-based Caterpillar Tractor Company. In 1986, the company reorganized itself as a Delaware corporation under the current name, Caterpillar Inc. Its headquarters are located in Deerfield, Illinois; it announced in January 2017 that over the course of that year, it would relocate its headquarters from Peoria, Illinois, to Deerfield, Illinois, scrapping plans from 2015 of building an $800 million new headquarters complex in downtown Peoria. The company also licenses and markets a line of clothing and workwear boots under its Cat / Caterpillar name. Additionally, the company licenses the Cat phone brand of toughened mobile phones and rugged smartphones since 2012. Caterpillar machinery and other company-branded products are recognizable by their trademark "Caterpillar Yellow" livery and the "CAT" logo.
Learn more about Hawthorne cat
Industry
Manufacturing & Automotive
Founded
2016
* Ladders Estimates

Similar Jobs

Ad banner background

Get Ready For Your
Next Interview

More Jobs at Hawthorne cat

More Technical Services Jobs

Find similar Technical Communicator jobs:

NationwideSan Marcos, CA