Technical Communicator - Heavy Equipment

Systematic Business Consulting; Cincinnati (OH); On-site; USD 60,000 - 80,000; Full time

Job summary

Systematic Business Consulting is seeking a Technical Communicator in Cincinnati, OH, to support heavy equipment technicians by managing service requests and facilitating communication. The ideal candidate will have 5–15 years of experience as a technician, excellent diagnostic skills, and a strong customer service orientation.

This role includes responsibilities such as coordinating service request activities and answering technical inquiries. A degree in Diesel Technology is preferred, with good organizational skills and a detail-oriented approach being essential.

Qualifications

• 5–15 years of heavy equipment technician experience.
• Proven diagnostic ability in engines and electrical systems.
• Dealer or OEM experience in the heavy equipment industry preferred.

Responsibilities

• Serve as liaison between dealership Service Technicians and Senior Technical Communicators.
• Manage user account access within the PSCRM system.
• Answer incoming Service Request calls and escalate complex issues.

Skills

Diagnostic capability across hydraulics

Excellent verbal and written communication skills

Strong customer service orientation

Proficient computer skills

Education

2-year Diesel Technology or Power Equipment Technology degree

High School Diploma or GED

Job description

This position is best suited for a Senior Technician transitioning off tools into a technical support or product support role. The Technical Communicator serves as the primary liaison between dealership Service Technicians and Senior Technical Communicators, coordinating Service Request activities to resolve product problems and technical issues within the Heavy Equipment Division.

In addition to case coordination, the Technical Communicator manages user account access within the Product Support Customer Relationship Management (PSCRM) system, answers incoming Service Request calls, responds to basic service questions, and escalates complex technical issues as appropriate.

Ideal Candidate Background

We are targeting experienced heavy equipment professionals ready to apply their field expertise in a support capacity. The ideal Technical Communicator candidate will have:

• 5–15 years of heavy equipment technician experience
• Strong diagnostic capability across hydraulics, engines, and electrical systems
• Background working for a dealer or OEM (e.g., Caterpillar, John Deere, Volvo, Komatsu, CASE, Hitachi, or similar)
• Experience supporting fellow technicians or troubleshooting complex equipment problems
• Excellent verbal and written communication skills
• Strong customer service orientation with the ability to build effective internal relationships
• Proficient computer skills and ability to learn CRM and support systems quickly
• Solid mechanical aptitude with willingness to expand technical knowledge
• Ability to manage multiple tasks in a fast-paced environment
• Well-organized, detail-oriented, and professional phone presence

Qualifications

• 4+ years of experience as a service technician on earthmoving or heavy equipment (shop or field) — 5–15 years preferred
• Proven diagnostic ability in hydraulics, engines, and/or electrical systems
• Dealer or OEM experience in the heavy equipment industry preferred
• 2-year Diesel Technology or Power Equipment Technology degree from a vocational school preferred
• Coursework or demonstrated knowledge in engines, hydraulics, and electrical systems a plus
• High School Diploma or GED required

Note: Some travel may be required during the initial training and orientation period.