Technical Communicator – Air Compressor Group

Main Duties & Responsibilities

• Conducts all assigned work in a safe manner, adhering to all applicable safety, environmental and contamination control policies, procedures and regulations. Wears proper personal protective equipment.
• Maintains communication between dealership and Caterpillar regarding all equipment technical issues. Advises upper management on product development issues arising from product problems identified through technical support activity.
• Provides technical information for all technicians or customers needing assistance in solving technical issues. Monitor & distribute Caterpillar Product Support Program Information, new service information and Warranty Bulletin updates.
• Approaches work in a positive manner, maintains conduct that is supportive of the work team and sets the standard for others to follow. Contributes to team efforts by accomplishing tasks on time while maintaining safety and quality expectations. Trains and/or mentors others in department. Assumes Supervisors position temporarily, as necessary.
• Provides expert counsel to internal/external staff, customers and suppliers on technical and product issues. Utilizes the Dealer Solution Network for communication to resolve product issues with the OEM.
• Attends training sessions and trains others as necessary. Guides and/or mentors others within the department in the performance of duties in a helpful and educational manner.
• Performs Field/Shop Audits, Failure Analysis Investigations and provides accurate unbiased reports based on their results.
• Completes special projects in a timely and accurate manner as assigned by management. Works in a neat and orderly fashion, constantly looking for ways of improving the methods of work, work area, and safety standards.
• Performs other duties as assigned.

• Safety: fully supports, encourages and follows safe work behavior, and considers safety of paramount importance in the workplace.
• Job Specific
  
  Skills:
  
  Demonstrates the required depth and mastery of knowledge and skill associated with the job as identified in the Learning Management System (LMS) and other applicable sources. Demonstrates the effective application of the job specific knowledge, skills and ability required to resolve job related challenges in the workplace. Refer to job specific training requirements for the job identified in the LMS.
• Coaching and Mentoring:
  Inspires and empowers team members to excel, providing timely productive feedback and guidance to stretch beyond their comfort levels to achieve specific, measurable and challenging goals. Builds productive relationships with team members, conveying confidence and expressing genuine appreciation for team member contributions. Explains to team members the importance of the work they do.
• Communication:
  Uses active listening skills, conveying information with the appropriate medium that is clear and easily understood. Uses feedback to verify effective and accurate communication has occurred. Ensures that others having a need to know are kept informed about developments, progress, problems and plans through consistent, effective communication. Avoids surprises.
• Interpersonal Skill:
  Anticipates, notices, and understands concerns of others, involving them in a process or decision to ensure their support. Develops and maintains positive relationships. Considerate and discreet in handling challenging, awkward or tense interpersonal situations, focusing on issues and interests instead of people or positions. Knows when to escalate critical issues when unsuccessful in gaining support.
• Information Gathering:
  Checks all appropriate sources in identifying the information needed for analysis and decision making. Uses skillful methods in obtaining high quality relevant information. Checks work to ensure accuracy and completeness. Compares observations or finished work to what is expected to find inconsistencies. Clearly documents sources, and organizes the information according to the research needs.
• Takes Initiative:
  Takes appropriate action to resolve issues without requiring direction. Seeks out others involved in a situation to learn their perspectives. Makes difficult decisions in a timely manner. Is willing to make decisions in difficult or ambiguous situations, when time is critical. Assertive in a group when it is necessary to facilitate change, overcome an impasse, face issues, or ensure that decisions are made.
• Results Oriented:
  Has a strong sense of urgency and commitment to achieve desired results in the face of obstacles and frustrations. Remains focused, does not get bogged down in unnecessary detail. Identifies and utilizes the most efficient methods to successfully achieve tasks on time despite unforeseen events. Driven, maintains a sense of urgency and adjusts schedules as needed to achieve without sacrificing quality of work.
• Resource Management:
  Manages resources through effective schedules and budgets for people, projects, equipment, and supplies. Plans so…