Technical Communicator - Heavy Equipment

Ohio Cat; Sharonville (OH); On-site; USD 55,000 - 85,000; Full time

Benefits offered by this job

401(k) Match

Health Insurance

Dental & Vision Insurance

Credit Union membership

Life Insurance

Disability Insurance

Education Scholarships

Job summary

Ohio CAT is seeking a Technical Communicator to coordinate Service Request activities between technicians and senior communicators for product and service issue resolution. You will manage PSCRM access and respond to customer inquiries, escalating complex cases as needed.

Travel may be required during training. The role focuses on strong communication, organization, and problem-solving within the Equipment Division.

Qualifications

• 4+ years with earthmoving heavy equipment as a service technician
• Basic mechanical skill/aptitude or similar experience
• Understanding of the heavy earthmoving equipment industry is desired
• Completion of 2-year Diesel Technology or Power Equipment Technology program preferred
• HS diploma or GED is required

Responsibilities

• Coordinate all Service Request activities between dealership Service Technicians and Senior Technical Communicators for resolution of product problems and issues
• Maintain all user account access to Caterpillar PSCRM system
• Answer incoming Service Request phone calls and basic service questions
• Elevate more complex issues to a Senior Technical Communicator
• Some travel may be required during training and orientation

Skills

Communication skills

Customer oriented

Computer skills

Mechanical knowledge

Multi-tasking

Detail oriented

Phone skills

Education

HS diploma or GED

Diesel/Power Equipment Tech program

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.