Field Technical Support Specialist

Warren CAT; Abilene (TX); On-site; USD 48,000 - 72,000; Full time

Benefits offered by this job

Health benefits

Job summary

Warren CAT in Abilene, TX seeks a Technical Communicator II to provide technical assistance to customers and technicians. You will support the repair process, coordinate with Caterpillar engineers, and diagnose issues to improve service quality.

LEADERSHIP in using Caterpillar systems, strong communication skills, and an Associate degree or equivalent are required. Expect up to 20% travel and ongoing training to stay current with product challenges.

Qualifications

• Associate degree or equivalent from two-year college or technical school, or 5 years related experience.
• Ability to read and interpret safety rules, operating instructions and procedures.
• Moderate computer skills and familiarity with web navigation and databases.
• Must have valid driver's license and clean driving record.
• Ability to write routine reports and correspondence.
• Ability to speak effectively before groups of customers or employees.
• Ability to solve practical problems with limited standardization.
• Ability to interpret varied instructions written, oral, diagram, or schedule form.

Responsibilities

• Assist technicians on assignments through the repair process to ensure timely, cost effective and quality repairs.
• Coordinate with Caterpillar engineers to resolve product issues.
• Answer technical requests and inquiries to diagnose product problems.
• Identify and report product issues and assist in determining root causes.
• Travel to customer sites within the region to assist in complex troubleshooting and process improvements.
• Attend training to stay up to date on new products and challenges.
• Utilize Caterpillar system resources (SIS web, PSCRM, DPSS, SIMS I/CPI) to diagnose issues and evaluate solutions.
• Maintain professional phone etiquette when fielding customer calls.

Skills

Technical communication

Customer service

Problem solving

Phone etiquette

Reading & interpreting documents

Education

Associate degree or equivalent

Two-year college or technical school

Tools

SIS web

PSCRM

Dealer.Cat.com

DPSS

SIMS I / CPI

Job description

Warren CAT in Abilene, TX seeks a Technical Communicator II to provide technical assistance to customers and technicians. You will support the repair process, coordinate with Caterpillar engineers, and diagnose issues to improve service quality.

LEADERSHIP in using Caterpillar systems, strong communication skills, and an Associate degree or equivalent are required. Expect up to 20% travel and ongoing training to stay current with product challenges.