The Technical Services Communicator is responsible for analyzing and communicating technical product issues for Caterpillar Machines; involving all products and attachments that the company sells and services to primarily external customers. This role frequently communicates with Field and Shop Technicians and must be able to exchange and communicate accurate information.

Essential Functions:

• Evaluates and analyzes product issues to support Parts, Service, and Sales business objectives.
• Researches product issues using CAT tools, PSCRM database, and troubleshooting skills and helps resolve issues
• Communicates solutions in an accurate and timely manner
• Advises and reports all pertinent technical data to external customers to ensure the satisfaction of our product and maintain alignment of Company Core Values
• Manages technical services tooling and databases to ensure the success of key service functions
• Liaisons with all manufacturers and all departments regarding product issues and solutions to provide effective solutions to customer issues
• Shares responsibility with other team members in acting in a manner that ensures continued stability and growth of all members of the team
• Records all solutions and recommendations in the PSCRM database
• Facilitates customer calls during both office hours and after hours
• Requires regular and punctual employee attendance
• Works safely at all times and adheres to all applicable safety policies; complies with all company policies, procedures, and standards
• Performs other duties as assigned

Knowledge, Skills, and Abilities:

• Knowledge of and ability to explain safety practices, mechanical repair, service procedures, and techniques
• Knowledge of CAT models/machines and safe operation procedures, maintenance practices, and troubleshooting of hydraulic and electrical systems
• Computer and software knowledge, including intermediate-level skills in Excel and Word
• General mathematical skills include basic adding, subtracting, multiplication, and division
• Advanced skills in repairing hydraulic controls and electrical systems
• Ability to communicate clearly and effectively, both verbally and in writing
• Ability to understand technical manuals, software specifications, hardware principles of operations, and systems software operations
• Ability to think logically for interpreting and analyzing problems assigned or encountered
• Ability to identify complex problems and review related information to develop and evaluate options and implement solutions
• Organizational ability and confidence to work independently

Education and Experience:

• High school diploma or equivalent required.
• Bachelor's degree in Mechanical Engineering or a related field preferred
• Three or more years of CATERPILLAR Heavy Machinery troubleshooting experience preferred
• Must be willing to travel as needed in southern Texas region