Technical Communicator

Priority Dispatch Corp.; Flowood (MS); On-site; USD 42,000 - 65,000; Full time

Job summary

Puckett Machinery Company Confidential in Flowood, MS is seeking a Technical Communicator responsible for expert counsel via telephone and email to internal and external customers and suppliers on technical and product issues.

The role involves researching, troubleshooting, coaching technicians, handling warranty guidance, and preparing written failure analyses and reports in collaboration with OEM engineering.

Qualifications

• High school diploma or GED required.
• Experience in automotive or truck service environments preferred.
• Strong ability to read and interpret technical literature and schematics.

Responsibilities

• Provide expert telephone and email support to customers and suppliers.
• Troubleshoot and coach technicians to resolve product issues.
• Prepare written failure analyses and reports for engineering.
• Coordinate with OEM engineering and design personnel on problems.

Skills

Customer service

Problem solving

Communication

Reading schematics

Attention to detail

Education

High school diploma or GED

Tools

MS Office

DBS and SIS

Job description

Technical Communicator# Technical CommunicatorPMC Flowood - Flowood, MS 39202## DescriptionThe Technical Communicator is accountable to provide expert counsel via telephone and email to internal and external customers and suppliers on technical and product issues. The position is responsible to conduct research, troubleshoot and coach technicians to promptly resolve technical product support and service issues. This position reports to the Technical Services Manager.* Provide telephone and email support to assigned departments and branches regarding technical questions or product issues.* Serve as a technical point of contact with OEM product engineering and design personnel for specific product problems.* Provide telephone and email assistance to service technicians in troubleshooting situations. As much as possible, use these situations to train same on troubleshooting and system operation.* Develop a good understanding of warranty policies and district rep guidelines to assist in recovering product problem expenses under both warranty and goodwill.* Perform failure analyses on failed components to determine causes and provide written reports.* Provide input to Caterpillar Product Engineering (utilizing DSN system) on special applications, customizations or product problems.* Maintain positive working relationships and effective communication with all internal and external customers.## Qualifications* High school diploma or GED equivalent required.* Minimum 6-8 years of work experience as a service technician in an automotive or truck engine repair shop or a retail parts counter salesman and/or service planner in a parts sales and service shop environment required.* Ability to read, comprehend , and interpret moderately difficult computer-based schematics, specifications, service and parts literature, technical bulletins, safety manuals, and other related publications.* Solid mechanical systems knowledge of diesel engines/engine failures, electrical and hydraulic systems. Release Date: November 2013 Page | 1 Puckett Machinery Company Confidential* Proficiency with Microsoft Office applications (Outlook, Word, Excel) and dedicated experience using dealer management information system (DBS and SIS).* Proficient verbal, written, interpersonal, and customer service skills.* Good problem-solving skills, detail oriented, and ability to work with a high level of accuracy.* Ability to perform duties with a sense of urgency, exceeding customer expectations.* Ability to work in a dynamic fast paced service environment.