Technical Communicator

Overview

Quinn Company, your local Caterpillar store, is hiring a Technical Communicator in Bakersfield, California. Quinn Company is a Caterpillar dealership founded in 1919. The company sells, services, and rents a full line of new and used construction, agricultural, and material handling equipment, diesel and natural gas engines. As a Caterpillar Dealership, Quinn Company has the ability to be a nimble company with entrepreneurial spirit and leverage the global reach and support of a Fortune 50 company—local and global at the same time.

Quinn Company ranks among the top performing Caterpillar Dealers in the world. This competitive, performance-based drive is the foundation of the company’s culture.

Technical Communicators are responsible for resolving internal and external technical support requests on Quinn Company products (Caterpillar and allied equipment). The technical support team functions as a shared resource in resolving service/repair problems, advanced troubleshooting and diagnostics, product problem management, and acts as an elevated source for all technical information impacting machine service and parts.

Wages Starting wage will depend on experience and education. $78,198 - $97,193

• Respond to technical requests and inquiries to support diagnostic processes and troubleshooting to technicians, customers, and team members.
• Support operations team members in successfully managing repairs.
• Review and distribute technical bulletins and service media to ensure efficient and timely repair of known product problems.
• Provide technical advice on warranty issues, support warranty department as needed in reviewing warranty eligibility for accurate claim submittals.
• Recognize, document, and report product issues that significantly affect customer satisfaction and product operation.
• Provide assistance with NPI (New Product Introductions) to ensure a high level of dealer support on new equipment.
• Work closely with Caterpillar and other manufacturers in developing economical solutions to identified product quality/problems/issues.
• Communicate unusual problems and/or escalate troubleshooting needs to Caterpillar through DSN (Dealer Service Network).
• Assist and coach team members on usage of various business tools: SIS (Service Information System), Cat ET (Electronic Technician), DPSS (Dealer Product Support Search), etc.
• Participate in all routine meetings, seminars, and training to stay current on all technical information.
• Participate and/or coordinate regular PPM (Product Problem Management) meetings to ensure service team members and technicians have current resources to efficiently perform machine diagnostics, troubleshooting, and repair.
• Act as a centralized contact for Caterpillar support representatives on all technical matters.
• Work safely at all times. Adhere to all applicable safety policies. Comply with all Company policies, procedures, and standards.
• Demonstrate and promote Quinn Company core values:
  Safety, Integrity, Relationships, Teamwork, Respect, and Quality.

• Must possess professional communication skills, oral and written.
• Must be able to efficiently work in a fast-paced environment.
• Demonstrate ability to prioritize competing work demands.
• Must have technical aptitude, and the ability to read and interpret schematics and engineering drawings.
• Demonstrate moderate computer skills and experience with essential systems:
  Outlook, Excel, web navigation, databases, Acrobat.
• Strong customer service and interpersonal skills.
• Work in a cooperative and collaborative manner with all team members and stakeholders.
• Ability to travel and provide hands-on assistance as needed, up to 10% estimated travel.

• 5+ years technician experience on heavy equipment or 5+ years related experience (training, technical support).
• Possess fundamental understanding of Applied Failure Analysis.
• Completion of basic courses in engines, hydraulics, and electrical systems.

• High school diploma required.
• AA or equivalent preferred or equivalent vocational learning/experience.
• Previous general experience in a Caterpillar Dealer Service Department preferred.