Technical Communicator

Join the Carolina Cat Team

As a family-owned company under our fourth generation of leadership, we have built our business based on the principles of trust, integrity, and a desire to help our customers and employees succeed.

Since 1926, we've supported our communities by supplying equipment for critical infrastructure and commerce and by donating our time and resources to area nonprofits. We make smart investments in our company and continuously improve as part of our vision to be a trailblazing company that's built to last.

We're looking for hard-working, team-oriented professionals who enjoy working on new challenges every day. We believe our employees are the key to our success, and we're committed to providing a work experience that helps our team grow to their full potential.

Collectively, our employees work together to make a difference for our customers, our communities, and our company. Learn more about what it means to become a team member with Carolina Cat.

Summary

Acts as principle internal contact for equipment manufacturers in resolving service/repair problems. Provide service/repair information from manufacturer and research technical service information when unavailable to Service Technicians from existing resources. May write service/repair manuals or instructional briefs for use by Technicians in resolving unique, or unusual, service/repair problems and other related activities.

Essential Functions

• Receives service/repair assignment from Department Manager.
• Reviews manufacturers and trade catalogs, drawings, and other data relative to operation, maintenance, and service of equipment.
• Organizes material and completes writing assignments according to set standards regarding order, clarity, conciseness, style, and terminology.
• Maintains records and files of work and revisions.
• Selects photographs, drawings, sketches, diagrams, and charts to illustrate material. Arranges for formatting, reproduction, and distribution of material.
• Participates in meetings, seminars, and training sessions to obtain information on new products to better provide technical assistance.
• Expedites location of part numbers and custom parts for machines serviced/repaired.
• Assist Service staff and Technicians with troubleshooting and resolution with product issues.
• Use DSN system to communicate product issues to Caterpillar. Follow-up with Caterpillar as needed.
• Respond to internal and external customer inquiry and questions in a timely fashion.
• Elevate high priority issues and customers to Manager, Technical Services and Caterpillar District Service Representatives.
• Provide technical advice on warranty issues to warranty analysts.
• Prepare failure analysis reports as needed by Caterpillar and/or customer.
• Demonstrate and promote company core values.
• Other duties as assigned

Supervisory Responsibilities

This job has no supervisory responsibilities.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable qualifying individuals to perform the essential functions.

Education and/or Experience

• High school diploma or general education degree (GED) required.
• Associates degree desirable with ten years Caterpillar experience, and five years with Carolina Cat preferred.
• Functional knowledge of CAT products, with a large focus on CAT GCI products.
• Expert troubleshooting skills (Electrical, Hydraulic), and expert use and application of all Caterpillar diagnostic tools, electrical and electronic system applications.
• Comprehensive knowledge of the application, operation, repair and function of Caterpillar equipment and engines.
• Exceptional problem-solving techniques and knowledge of repair options for Caterpillar machines, engines, and components.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence.

Computer Skills

• Functional knowledge of key operating systems: DBS, ServiceLink and MDS
• Expert knowledge of critical CAT applications: SIS 2.0, ET, TMI, SIMSi
• Functional capability with Microsoft Office suite of application.

Workplace Requirements

The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands

While performing the duties of this Job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is frequently required to sit. The employee must frequently lift, carry, push, pull and /or otherwise move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.

Work Environment

While performing the duties of this Job, depending on site location, the employee may be exposed to moving mechanical parts and equipment. The employee may occasionally be exposed to high, precarious places, fumes or airborne particles; outside weather conditions and vibration. The employee may occasionally be exposed to wet and/or humid conditions; toxic or caustic chemicals; extreme cold; extreme heat and risk of electrical shock. The noise level in some work environments is occasionally loud.

We are an Equal Opportunity Employer

We require all employees to treat all our employees and candidates as equals. All personnel actions are conducted in the spirit of equal employment. We're committed to recruit, train, promote and retain associates without regard to race, color, religion, gender, gender identification and expression, national origin, marital status, age, disability, genetic information, military status, sexual orientation or any other characteristic protected by applicable local, state or federal laws.

#CarolinaCAT

EEO/AA Employer. All qualified individuals are encouraged to apply.