Technical Support & Diagnostics Liaison

Western States Equipment Co; Liberty Lake (WA); On-site; USD 85,000 - 115,000; Full time

Job summary

Western States Equipment Co. seeks a Technical Communicator to support complex machinery diagnostics and repairs, collaborating with Service, Product Support, Sales, Rental, Parts, and Caterpillar to communicate technical findings and repair recommendations.

You will leverage machine data, telematics, diagnostic software, and field investigations to identify effective solutions that maximize uptime and reliability while mentoring technicians on new technologies and safety standards.

Qualifications

• Advanced knowledge of Caterpillar equipment and diagnostics.
• Knowledge of telematics, VisionLink, Product Link, remote diagnostics, and fleet health systems.
• Proven written and verbal communication skills.
• Ability to travel up to 60% including overnight stays.
• Ability to develop and maintain effective working relationships with others.

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.
• 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.
• 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.

Skills

Caterpillar diagnostics

Telematics

Microsoft tools

Communication skills

Travel 60%

Relationship building

Education

High school diploma or GED

Job description

Western States Equipment Co. seeks a Technical Communicator to support complex machinery diagnostics and repairs, collaborating with Service, Product Support, Sales, Rental, Parts, and Caterpillar to communicate technical findings and repair recommendations.

You will leverage machine data, telematics, diagnostic software, and field investigations to identify effective solutions that maximize uptime and reliability while mentoring technicians on new technologies and safety standards.