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Hawthorne Cat · 3 months ago

Technical Communicator

San Marcos, CA

Full-time

Onsite

Senior Level

$80K/yr - $100K/yr

5+ years exp

Hawthorne Cat is a family-owned company that has led its markets for over 60 years in the sale, rental, and servicing of construction machinery and power generation equipment. The Technical Communicator acts as a liaison between the dealership and Caterpillar, providing customer support, maintaining technical information, and ensuring effective communication regarding product updates and issues.

ConstructionIndustrialRentalSalesTraining

No H1B

Responsibilities

Keep personnel informed of the latest updates from Caterpillar by maintaining a Technical Library and distributing technical information within the organization

Develop and maintain Caterpillar contacts to ensure a point of contact for all CAT product updates

Provide excellent customer support that includes troubleshooting, providing logical and timely response to customer technical problems and questions, and representing our customers in relaying product concerns to Caterpillar

Accurately provide timely information to Sales, Parts, and Service by meeting customer needs and minimizing or eliminating startup and operating problems, reducing rework, and verify any complaints by comparing operation with normal or specified operation

Identify components likely to be involved using standard reference if given an operator’s complaint. Gather and report all requested data including production codes if given a specific product failure. Identify the correct factory service engineering contact to resolve if given a specific product problem. Describe failure verbally and in writing if given a failed part

Administer the appropriate Sales and Service literature by identifying application zone and describing critical factors and recommendations to factory or user as needed

Will go out in the field as needed to ensure the latest updated information is communicated to the Parts and Sales departments

Determine cause of wear, failure, reusability, and salvage methods on worn or failed parts

Implement effect of specific application or user maintenance practices on performance

Make inspections and generate reports of deficiencies for user or for factory

Measure scheduled oil sampling results and makes recommendations to user as needed

Take into consideration Dealer and factory liability when reporting and investigating an accident

Review warranty claims and shipment of iron if needed and determines applicability of Caterpillar warranty

Provide product information to Caterpillar, assisting CAT in justifying change, developing and maintaining contacts with product groups, assist in product testing, and providing timely feedback to product groups

Administer and maintain ongoing log of product problems and actions that were needed to resolve

Provide technical assistance and training for the customer

Contribute to team effort by accomplishing related results as needed

Perform other duties as assigned by management

Qualification

Caterpillar service programsTechnical communicationMicrosoft Office SuiteHeavy equipment repairsMultitaskingFlexible attitudeCommunication skillsTeamwork

Required

Must have a high school diploma or equivalent, or can provide verification of all formal classroom study or hands on experience related to heavy equipment repairs

Must have two (2) years general office experience

Minimum five (5) years experience working in a Caterpillar Dealer service department as a technician and technical correspondents/field service

Must have a valid CA Class C Driver's License with a clean driving record

Must have working knowledge of the Microsoft Office Suite

Proficient with Caterpillar service computer programs

Demonstrate excellent communication skills both verbal and written

Ability to work in team environment and possess positive attitude

Available to travel and attend out of state meetings as required

Ability to multitask and establish priorities

Ability to maintain a flexible attitude and approach towards assignments and successfully operate under ambiguous guidelines