Technical Communicator Supervisor

Overview

The Technical Communicator Supervisor role provides advanced technical escalation support and leadership for Quinn Company’s centralized Technical Support organization. The position performs Technical Communicator duties approximately 30% of the time while also overseeing and supporting Technical Communicator Level 1 (TC1), Technical Communicator Level 2 (TC2), and Technical Support Technician (TST) personnel across service operations.

This position serves as a dealership-wide technical escalation resource responsible for advanced diagnostics, complex machine issue resolution, standardized troubleshooting, product problem management, technical communication, and OEM support coordination. The role leads Product Problem Management (PPM) initiatives, maintains strong working relationships with Caterpillar Dealer Service Network (DSN) representatives and internal departments, and supports major customer escalations involving the dealership’s most complex diagnostic issues.

In addition to providing high-level technical support, the role leads the dealership’s technical support strategy by maximizing resource utilization, establishing performance expectations, monitoring KPIs, developing and improving technical processes, prioritizing technical resources, and partnering with service managers to support operational needs. The position develops and coaches TC1 and TC2 personnel to advance their technical knowledge. This role also partners with Service Operations, Product Support, and Caterpillar to strengthen technical capabilities and improve machine uptime, fix-first-time performance, and one-trip repair success.

Starting wage will depend on experience and education. $90,000 - $105,000

Technical Support Leadership and Operations

• Lead, supervise, mentor, and develop Technical Communicator and Technical Support Technician personnel.
• Set priorities, assign technical resources, and balance workloads to support operational needs across all branches.
• Develop, maintain, and standardize technical support processes, troubleshooting standards, and escalation practices.
• Promote collaboration, accountability, professionalism, and continuous improvement within the technical support organization.

Advanced Technical Support and Escalation

• Provide dealership-wide support for complex or unresolved equipment issues involving hydraulic, electrical, engine, emissions, and machine systems.
• Lead technical escalation procedures, DSN/OEM communication, factory support requests, and high-impact customer or machine downtime situations.
• Assist service teams with repair strategy development, root cause analysis, and technical recommendations.
• Ensure technical documentation, escalation details, and communication are accurate, complete, and consistent.

Repair Performance, Failure Analysis, and Product Problem Management

• Lead initiatives that improve fix-first-time, one-trip repair performance, repair quality, machine uptime, and customer satisfaction.
• Identify, document, and monitor recurring product concerns, technical trends, unusual failures, and field issues requiring corrective action.
• Coordinate Product Problem Management activities and work with Caterpillar, DSN, OEM representatives, Warranty, and service teams as needed.
• Develop technical recommendations and strategies to reduce repeat repairs, unnecessary travel, and machine downtime.

Technical Capability Development and Communication

• Provide technical leadership, mentoring, and guidance to TC personnel, technicians, and service teams.
• Support development of troubleshooting standards, best practices, technical training, and knowledge-sharing activities.
• Prepare service teams for new product introductions, technical changes, bulletins, service…