Technical Support Engineer — Field Diagnostics

Warren CAT; Abilene (TX); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Health, dental, vision insurance

Life insurance

Comprehensive benefits package

Job summary

Caterpillar is seeking a Technical Communicator II to provide technical assistance to internal and external customers. You will work with technicians, engineers and customers to diagnose, troubleshoot and resolve product issues across the repair process.

The role involves traveling to customer sites within the assigned region, staying current with new products, and leveraging Caterpillar systems to support service improvements and customer satisfaction.

Qualifications

• Associates degree or equivalent, or 5 years related experience.
• Ability to read and interpret safety rules, operating and maintenance instructions.
• Moderate computer skills and web navigation; experience with databases.
• Valid driver’s license and clean driving record.
• Ability to write routine reports and correspondence.
• Ability to speak effectively before groups of customers or employees.

Responsibilities

• Assist technicians on assignments through the repair process to ensure timely, cost effective and quality repairs.
• Coordinate with Caterpillar engineers to resolve product issues.
• Answer technical requests to diagnose and resolve product problems.
• Identify and report product issues and assist in root-cause analysis.
• Travel to customer sites within the region for complex troubleshooting and process improvements.
• Attend training to stay updated on new products and challenges.
• Utilize Caterpillar systems (SIS web, PSCRM, DPSS, SIMS I, CPI) to diagnose issues and evaluate solutions.
• Maintain professional phone etiquette when fielding customer calls.

Skills

Reading & interpreting documents

Communication

Documentation writing

Problem solving

Customer service

Education

Associate's degree or equivalent

Tools

SIS web

PSCRM

Dealer.Cat.com

DPSS

SIMS I

CPI

Job description

Caterpillar is seeking a Technical Communicator II to provide technical assistance to internal and external customers. You will work with technicians, engineers and customers to diagnose, troubleshoot and resolve product issues across the repair process.

The role involves traveling to customer sites within the assigned region, staying current with new products, and leveraging Caterpillar systems to support service improvements and customer satisfaction.