Technical Communicator - Heavy Equipment

Ohio Cat; Sharonville (OH); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Health Insurance

401(k) Match

Dental & Vision Insurance

Education Scholarships

Life Insurance & Disability

Job summary

Ohio Cat, a division of Ohio Machinery Co., seeks a Technical Communicator to coordinate Service Request activities between technicians and senior communicators and to manage PSCRM access. You will handle customer inquiries and escalate complex issues as needed.

The role requires strong communication, technical aptitude, and willingness to travel during training. This position supports an equipment division focused on heavy earthmoving products.

Qualifications

• Four (4) plus years of experience with Earthmoving Heavy Equipment as a service technician or similar is preferred.
• High school diploma or GED required; related vocational training preferred.
• Familiarity with engines, hydraulics and electrical systems is desirable.

Responsibilities

• Coordinate Service Request activities between Service Technicians and Senior Technical Communicators.
• Maintain user access to Caterpillar PSCRM system.
• Answer incoming Service Request phone calls and provide basic service information.
• Elevate complex issues to a Senior Technical Communicator.
• Some travel may be required during training and orientation.

Skills

Verbal & written communication

Customer oriented

Computer skills

Mechanical skills

Multitasking

Organized & detail oriented

Phone skills

Education

High School diploma or GED

2-year Diesel/Power Equipment Tech program

Engines/hydraulics/electrical systems courses

Tools

PSCRM system

Job description

Description

FindYOUR fit at Ohio CAT (a division of Ohio Machinery Co.)! Join a winning culture that strives to be the top-performing, dynamic industry leader and partner of choice for the products and solutions that help our customers build, improve, feed, power, and protect our world. Come grow your career - See what opportunities await today!

Job Summary

The Technical Communicator’s primary responsibility is to coordinate all Service Request activities between the dealership Service Technicians and Senior Technical Communicators for the resolution of all product problems, and commercial and technical issues for the Equipment Division. The Technical Communicator will have the responsibility to maintain all user account access to Caterpillar’s Product Support Customer Relationship Management (PSCRM) system. The Technical Communicator will also be expected to answer incoming Service Request phone calls from customers, answer basic service-related questions for customers, and elevate more complex issues to a Senior Technical Communicator. Some travel may be required during the training and orientation period.

Key Competencies

• Excellent verbal and written communication skills


• Customer oriented with the ability to maintain excellent working relationships with Caterpillar personnel


• Excellent computer skills


• Strong mechanical skills and knowledge with the ability to learn additional technical material


• Ability to handle multiple tasks


• Well organized and detail oriented


• Strong phone skills.

Job Qualifications

• Four (4) plus years of experience with Earthmoving Heavy Equipment as a service technician, either shop or field, (or similar experience) is preferred.


• Some fundamental mechanical skill/aptitude or similar experience is necessary.


• An understanding of the heavy earthmoving equipment industry is desired.


• Completion of a 2-year Diesel Technology or Power Equipment Technology program from a county joint vocational school or career center is preferred.


• Completion of basic courses in engines, hydraulics, and electrical systems, is desired.


• A High School diploma or GED is required.

Employee Benefits

• 401(k):Match and employer discretionary contribution.


• Health Insurance:Two options are available, including an HSA with a dollar-for-dollar match of up to $1,200 per year.


• Dental & Vision Insurance:Comprehensive coverage options.


• Financial Access:Credit Union membership is available.


• Insurance:Life Insurance, Short-Term Disability, and Long-Term Disability coverage.


• Educational Opportunities:Scholarships for employees’ spouses and children through the Ohio Machinery Education and Opportunity Foundation.


• Compensation:Base pay, annual bonus potential, and company success share bonuses.

Physical Requirements

Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a computer keyboard; and the abilities to exchange information both verbally as well as through written communication as needed. The noise level in the work environment is usually quiet in office settings and moderate to loud in other situations, with both constant and sudden loud noises possible.

EEO, Veterans & Disabled Employer and VEVRAA/503 Federal Contractor.