Technical Communicator/Trainer

careers-altorfer; East Peoria (IL); On-site; USD 80,000 - 100,000; Full time

Benefits offered by this job

Health, Dental, Vision Insurance

401(k)

Paid Holidays

Paid Time Off

Job summary

Altorfer Inc. is seeking a Technical Communicator to connect service teams with Caterpillar, manufacturers, and vendors. You will resolve issues involving engines, controls, switchgear, and emissions systems, improving downtime and repair quality.

You will mentor technicians and translate complex information into practical guides, supporting product updates and enterprise-wide knowledge sharing.

Qualifications

• Strong technical communication and documentation skills.
• Experience with diagnostic software and OEM service procedures.
• Ability to mentor technicians and lead troubleshooting efforts.

Responsibilities

• Serve as a key technical resource and primary contact for technicians and vendors.
• Research and analyze complex technical issues involving engines and power-generation equipment.
• Provide remote and on-site technical support at shops and customer locations.

Skills

Technical communication

Troubleshooting

Customer support

Documentation

Mentoring

Education

High school diploma

Associate degree preferred

Tools

Cat ET

SIS/SIMSi

PowerNet

DSN

Job description

Working Hours/Days

This is a full-time, exempt position. The employee will be expected to work the hours necessary to fulfill the position’s duties. The typical schedule is Monday through Friday, with evening or weekend work as needed to support project milestones, customer requirements, commissioning activities, and critical issue resolution.

Overview

Put your technical expertise to work solving complex problems, strengthening technician capabilities, and helping Altorfer Power Systems achieve world-class performance. As a Technical Communicator, you will be a trusted technical resource connecting our service teams with Caterpillar, other manufacturers, and vendors to resolve challenging issues involving engines, controls, switchgear, emissions systems, and power-generation equipment.

Your work will help reduce customer downtime, improve repair quality, prevent recurring failures, and turn technical knowledge into practical solutions. We are looking for someone who takes ownership, enjoys helping others succeed, and wants to make a lasting difference in how our organization supports customers and develops its people.

Basic Duties

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  • Serve as a key technical resource and primary point of contact for technicians, service management, internal departments, customers, OEM partners, and vendors regarding technical product support, troubleshooting, and service information. Assist technicians with diagnostic processes, technical procedures, parts identification, and interpretation of OEM service information using diagnostic software, test results, schematics, service procedures, and Applied Failure Analysis.
  
  
  
  
  
  
  • Research and analyze complex technical issues involving diesel and gas engines, control systems, electrical systems, switchgear, emissions systems, and related power-generation equipment. Identify root causes and recommend practical solutions based on available information, diagnostic results, and testing.
  
  
  
  
  
  
  • Provide remote and on-site technical support at shops and customer locations, including support for Applied Failure Analysis investigations. Work with technicians, Caterpillar, other OEMs, and vendors to inspect failed components, gather evidence, determine root causes, document findings, and recommend corrective actions to help prevent repeat failures.
  
  
  
  
  
  
  • Identify, document, and report product problems and recurring issues through established Caterpillar and other OEM support channels. Coordinate with manufacturers, vendors, and product specialists to resolve issues and communicate known solutions to applicable teams.
  
  
  
  
  
  
  • Administer technical support cases and tickets, including DSN requests and issues involving SIS, from initial screening and known-issue research through technical analysis, documentation, follow-up, and resolution.
  
  
  
  
  
  
  • Review and distribute Engine News, Technical Information Bulletins (TIBs), Product Improvement Programs (PIPs), Product Support Programs (PSPs), warranty updates, and other relevant technical information. Maintain current knowledge of product updates, service procedures, and known issues.
  
  
  
  
  
  
  • Utilize and assist others with Caterpillar and other OEM technical resources, including Cat ET, DSN, SIS/SIMSi, PowerNet, TMI, electronic service software, diagnostic tools, and related product-support systems.
  
  
  
  
  
  
  • Support warranty and goodwill claim administration through technical research, documentation, review of product-related issues, and coordination with applicable departments.
  
  
  
  
  
  
  • Develop and maintain technician procedures, work instructions, troubleshooting guides, and documentation of known issues and product-support activities. Translate complex information into clear, practical instructions and recommendations.
  
  
  
  
  
  
  • Mentor technicians through troubleshooting and repair challenges. Support the development and delivery of product, diagnostic software, and troubleshooting training, and identify training, diagnostic tooling, and technical resource needs.
  
  
  
  
  
  
  • Identify opportunities to improve the quality, consistency, organization, accessibility, and effectiveness of technical resources and troubleshooting processes.
  
  
  
  
  
  
  • Collaborate with Service, Product Support Sales, Parts, Sales, Warranty, OEMs, and vendors to resolve technical and customer issues. Work with Condition Monitoring Analysts (CMAs) and sales support personnel to evaluate equipment findings, develop service leads and follow-up actions, and identify parts, components, and vendors needed for effective repairs.
  
  
  
  
  
  
  • Maintain productive professional relationships and communicate significant technical concerns, unresolved problems, and potential business impacts to appropriate management and stakeholders.
  
  
  
  
  
  
  • Ensure technical recommendations support safe work practices and comply with OEM procedures and company safety requirements.
  
  
  
  
  
  
  • Assist with special projects, new product introductions, process development, product improvement initiatives, and other assigned technical activities.
  
  
  
  

Qualifications

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  • High school diploma or equivalent required. Associate degree or technical-school diploma in Diesel Technology, Electrical/Electronics Technology, Power Generation, or a related field preferred. Relevant manufacturer-specific training and Caterpillar certifications preferred. Military technical training and experience are encouraged and may be considered relevant experience.
  
  
  
  
  
  
  • Eight or more years of technical experience in diesel engines, industrial equipment, power generation, or a related field. Extensive experience in technical communication, product support, troubleshooting, or OEM support preferred.
  
  
  
  
  
  
  • Experience with Caterpillar products and support processes required, along with strong working knowledge of diesel and gas engines, control systems, electrical systems, switchgear, emissions systems, and related power-generation equipment.
  
  
  
  
  
  
  • Working knowledge of Caterpillar product-support systems and processes, including DSN, SIS/SIMSi, warranty, and product problem-management tools, required. Familiarity with other manufacturers’ diagnostic software and controls, including INSITE and Deep Sea Electronics, preferred.
  
  
  
  
  
  
  • Experience using Caterpillar Electronic Technician (Cat ET), OEM service information, diagnostic tools, electronic service software, technical support systems, and technical documentation required.
  
  
  
  
  
  
  • Strong troubleshooting, diagnostic, and Applied Failure Analysis skills, with the ability to identify root causes, evaluate information from multiple sources, and develop logical, practical solutions.
  
  
  
  
  
  
  • Ability to read, interpret, and explain electrical, hydraulic, mechanical, and system schematics, service procedures, and complex technical information.
  
  
  
  
  
  
  • Excellent verbal, written, and interpersonal communication skills, including the ability to develop clear technical procedures and communicate effectively with technicians, management, customers, OEM personnel, and vendors.
  
  
  
  
  
  
  • Ability to mentor technicians and translate technical knowledge into practical guidance that strengthens troubleshooting and repair capabilities.
  
  
  
  
  
  
  • Sound judgment and the ability to make timely technical recommendations based on available information, test results, and service documentation.
  
  
  
  
  
  
  • Strong organizational and time-management skills, attention to detail, and the ability to manage multiple technical issues and priorities.
  
  
  
  
  
  
  • Self-directed, with the ability to work independently and collaboratively.
  
  
  
  
  
  
  • Proficiency with Microsoft Outlook, Excel, Word, and PowerPoint, and the ability to learn and effectively use new technical systems, software, and diagnostic tools.
  
  
  • Must have a valid driver’s license and clean driving record. This includes no more than 2 minor violations within the past 3 years and no major violations within the past 5 years. Motor Vehicle Report will be performed on final candidate.
  
  
  
  

Altorfer Inc. offers an industry leading compensation and benefit package:

• Health, Dental, Vision, Disability, and Life Insurance


• 401(k)


• Paid Holidays


• Paid Parental Leave and Funeral Leave


• Paid Time Off: Prorated 80 hours of PTO + 1 Floating Holiday


• Education Assistance


• Personal Tool Insurance, and Safety Equipment Reimbursement


• Voluntary Benefits: Supplemental Insurance, Accident, Critical and Hospital Indemnity Insurance, Legal Assistance and Identity & Fraud Protection

Payrate: $80,000 - $100,000 per year

Physical Requirements/Working Conditions

This position works in a shop/office environment. May, on a continuous basis walk, bend and lift up to 75lbs. May, on a continuous basis, sit at a desk for a long period of time; answer telephone calls and write or use a keyboard to communicate through written means. May be required to wear appropriate safety equipment (IE- Safety glasses or side shields) when needed. The noise level in the shop environment is usually moderate to high. Noise level in the office environment is usually moderate to low. Must be flexible to work varying schedules and hours as needed. Occasional travel may be required. The physical demands described above are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Why Join Us

This role provides the opportunity to build and lead the operating model supporting a rapidly expanding fleet of large data center generator systems across some of the industry’s most demanding and technically advanced customer environments. The successful candidate will shape Altorfer’s data center equipment supply chain, project-delivery capabilities, commissioning organization, field-support model, and long-term service-agreement business while developing the teams and systems required for sustained growth. This is a highly visible leadership position with direct impact on customer success, operational scalability, financial performance, equipment reliability, and the long-term growth of Altorfer Power Systems.

At Altorfer, our iron is just the beginning. Our people make our company successful, and we would not be who we are without them. As a third generation, family-owned company created in 1957, we bring our values into how we do business. Everyone from technicians, sales representatives, administrative professionals, or somewhere in between is part of the “A-Team” and is critical to our success. Here at Altorfer, we have over 35 locations and 1300 employees with long tenure for you to learn from. We have a collaborative, family valued culture, with a great reputation in the industry. A company that offers competitive pay, excellent benefits, and the opportunity to work with a remarkable team of people.