Technical Liaison: Complex Equipment Diagnostics & Support

Western States Equipment; Liberty Lake (WA); On-site; USD 90,000 - 120,000; Full time

Job summary

Western States Equipment is seeking a Technical Communicator to support complex machine and engine issues through advanced troubleshooting, diagnostics, and collaborative product support. You will partner with service teams and Caterpillar to deliver actionable repair recommendations and maintain machine uptime.

The role requires strong communication, diagnostic software proficiency, and the ability to travel up to 60% to customer sites and field locations within the Northwest region.

Qualifications

• Five years’ minimum experience as a heavy equipment service technician with increasing responsibility and knowledge.

Responsibilities

• Serve as the dealership’s subject matter expert for complex equipment diagnostics and repairs.
• Act as the primary liaison between the dealership and Caterpillar engineering for technical support and product concerns.
• Assist technicians in diagnosing and resolving advanced hydraulic, electrical, engine, powertrain, and machine system issues.
• Utilize SIS2GO, SIS, DSN, VisionLink, technical service publications, machine health data, and diagnostic tools to identify root causes and develop repair recommendations.
• Submit, monitor, and manage technical support cases through Caterpillar’s Dealer Service Network (DSN).
• Perform root cause analysis on product failures and document findings for Caterpillar and dealership leadership.
• Review, interpret, and communicate Caterpillar service letters, technical bulletins, and product updates to service personnel.
• Provide technical support to Service, Parts, Product Support, and Sales departments.
• Mentor and train technicians on Caterpillar diagnostic software, repair procedures, and emerging technologies.
• Assist with warranty evaluations and technical documentation to ensure accurate claim processing.
• Identify recurring product concerns and collaborate with Caterpillar on product improvement initiatives.
• Support field technicians and customers by providing technical assistance on challenging repairs, including onsite visits.
• Maintain accurate technical records, case documentation, and communication logs.
• Promote safe work practices while maintaining compliance with dealership and Caterpillar standards.
• Works within and promotes corporate vision, mission, and values of the organization.
• Performs other duties as assigned.

Skills

Equipment diagnostics

Written & verbal communication

English proficiency

Customer liaison

Travel readiness

Education

High school diploma or GED

Tools

SIS2GO

SIS

DSN

VisionLink

Telemetry & diagnostics tools

Microsoft Dynamics AX

Infocast

Global DSN

SIS web

SIMSi/CPI

Job description

Western States Equipment is seeking a Technical Communicator to support complex machine and engine issues through advanced troubleshooting, diagnostics, and collaborative product support. You will partner with service teams and Caterpillar to deliver actionable repair recommendations and maintain machine uptime.

The role requires strong communication, diagnostic software proficiency, and the ability to travel up to 60% to customer sites and field locations within the Northwest region.