Overview
Quinn Company, your local Caterpillar store, is hiring a Technical COmmunicator in Fresno, California.
Technical Communicators are responsible for resolving internal and external technical support requests on Quinn Company products (Caterpillar and allied equipment). The technical support team functions are a shared resource in resolving service/repair problems, advanced troubleshooting and diagnostics, product problem management, and act as an elevated source for all technical information impacting machine service and parts.
Wages
Starting wage will depend on experience and education. $75,000 to $89,000
Responsibilities
Essential duties and responsibilities include the following:
- Respond to technical requests and inquiries to support diagnostic processes and troubleshooting to technicians, customers, and team members.
- Support operations team members in successfully managing repairs
- Review and distribute technical bulletins and service media to ensure efficient and timely repair of known product problems.
- Provide technical advice on warranty issues, support warranty department as needed in reviewing warranty eligibility for accurate claim submittals
- Recognize, document, and report product issues that significantly affect customer satisfaction and product operation.
- Provide assistance with NPI (New Product Introductions) to ensure a high level of dealer support on new equipment.
- Work closely with Caterpillar and other manufacturers in developing economical solutions to identified product quality/problems/issues.
- Communicate unusual problems and/or escalate troubleshooting needs to Caterpillar through DSN (Dealer Service Network).
- Assist and Coach team members on usage of various business tools: SIS (Service Information System), Cat ET (Electronic Technician), DPSS (Dealer Product Support Search), etc.
- Participate in all routine meetings, seminars, and training to stay current on all technical information.
- Participate and/or coordinate regular PPM (Product Problem Management) meetings to ensure service team members and technicians have current resources to efficiently perform machine diagnostics, troubleshooting, and repair.
- Act as a centralized contact for Caterpillar support representatives on all technical matters.
- Work safely at all times. Adhere to all applicable safety policies. Comply with all Company policies, procedures, and standards.
- Demonstrate and promote Quinn Company core values; Safety, Integrity, Relationships, Teamwork, Respect, and Quality
Competencies
- Must possess professional communication skills, oral and written.
- Must be able to efficiently work in a fast-paced environment.
- Demonstrate ability to prioritize competing work demands.
- Must have technical aptitude, and the ability to read and interpret schematics and engineering drawings.
- Demonstrate moderate computer skills and experience with essential systems: Outlook, Excel, web navigation, databases, Acrobat.
- Strong customer service and interpersonal skills.
- Work in a cooperative and collaborative manner with all team members and stakeholders.
- Ability to travel and provide hands-on assistance as needed, up to 10% estimated travel.
Qualifications
- 5+ years technician experience on heavy equipment or 5+ years related experience (training, technical support)
- Possess fundamental understanding of Applied Failure Analysis
- Completion of basic courses in engines, hydraulics, and electrical systems
Education and/or Experience
- High school diploma required
- AA or equivalent preferred or equivalent vocational learning/experience
- Previous general experience in a Caterpillar Dealer Service Department preferred.
Language Skills
Ability to communicate in writing clearly and effectively, and read with comprehension necessary to interact and work with customers regarding service needs. Ability to write routine reports and correspondence. Ability to speak effectively with customers or Quinn employees.
Physical Skills
The employee is regularly required to walk, talk, or hear. Hearing must be adequate for normal telephone and face-to-face interaction. Manual dexterity must be sufficient for walking, climbing stairs, and ladders, transporting oneself in and out of the office, entering, exiting and operating vehicles, answering telephones and personal computer terminals and various office equipment. The employee frequently is required to stand. The employee is occasionally required to sit; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and taste or smell. Stamina to work hours required for meeting the demands of the position, occasional long hours and weekends.
Work Environment
While performing the duties of this job, the employee is regularly exposed to moving mechanical parts, fumes or airborne particles, toxic or caustic chemicals, and outside weather conditions. The employee is frequently exposed to wet and/or humid conditions, extreme cold, and extreme heat. The employee is occasionally exposed to risk of electrical shock and vibration. The noise level in the work environment is usually moderate.
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