Technical Communicator

ESSENTIAL FUNCTIONS

• Provide basic technical support to technicians and customers for diagnosing and completing

repairs on all Wyoming Machinery Company product lines, especially those products that are
utilized most in the specific location of the position

• Establish centralized contact with the factory service engineering representatives regarding

specific product or publication problems for both internal and external customers

• Assist Wyoming Machinery Company personnel in diagnosis and identification of new product

or publication problems

• Support Caterpillar with management of special projects or field follow machines at nearby

locations

• Assist with the coordination of Service Letters to track and distribute to the appropriate

personnel

• Track all technical calls and communicate accordingly, working with others in the technical

department to share information so common problems can be solved in an efficient manner

• Advise management on product development issues arising from product problems identified

through technical support calls with customers

• Perform failure analysis as needed, including fact gathering, analysis of the facts and

determining the root cause

• Communicate with necessary internal parties, particularly product support and sales,

regarding the status of customer issues and concerns

• Represent and report the user and dealer's opinion or acceptance level of a specific product

model to the appropriate Caterpillar personnel

• Manage and control distribution of factory information to the appropriate dealer personnel in

addressing and correcting product or publication problems

• May assist with training on areas of expertise for both internal and external customers
• Assist with the reporting of accidents involving Caterpillar equipment

ADDITIONAL FUNCTIONS

• Aid internal personnel in determining cause for failure of components and/or parts
• Assist Warranty Department to determine warranty consideration for special situations (i.e.

failure analysis)

• Assist the dealer's personnel in product application engineering (such as fabrication,

modification or customizing) to correct product problems or meet special application needs

• Provide input in the purchase of necessary Special Diagnostic Tooling needed in the Technical

Department and manage the use of such tooling within the company

• Manage, update and maintain the Wyoming Machinery Company Technical Information

Library
QUALIFICATIONS/KNOWLEDGE/SKILL/ABILITY

• High school diploma or equivalent
• Extensive, proven experience and training on engine/electrical systems and operation

characteristics of Caterpillar Equipment

• Must have effective oral and written communicative ability
• Must have a thorough knowledge of various Caterpillar systems, such as power train,

hydraulics, electrical, and machine operation characteristics for the product lines represented
by the company

• Ability to install and operate Caterpillar Diagnostic Tooling and analyze the results
• Ability to read and explain electrical or hydraulic schematics and design prints
• Basic understanding of Caterpillar warranty policies and procedures
• Ability to interpret Scheduled Oil Sample reports and makes recommendations to the user
• Ability to analyze a failed component or part, using the available literature and tooling to

determine the root cause of failure; or convey the description of such failure to the
appropriate Caterpillar personnel for assistance

• Perform as a team member and work in coordination with the Parts, Sales, Service, Training,

Warranty, and SOS Laboratory Departments and customers within the company

• The desire to understand and meet the customer’s and company’s needs in dealing with and

correcting product problems in a reasonable time frame

• Ability to conduct business in a professional manner
• Extensive experience in working with all Caterpillar machine systems (i.e. SIS 2.0, DBS, SIMSi,

Cat ET), components, publications, and tooling

• Basic to intermediate typing and computer skills
• Efficient mechanical and troubleshooting abilities

PREFERRED:

• Degree from a technical school
• Additional training or completed courses in math, science, engineering, electronics, and

typing or computer usage helpful
PHYSICAL/ENVIRONMENTAL REQUIREMENTS

• Working hours are 8 hours per day, 5 days per week
• Ability to safely climb on equipment in the shop and/or field
• Ability to walk up and down stairs
• Ability to sit or stand 5 – 7 hours a day
• Professional dress is required
• Ability to travel throughout the company territory, including overnight stays.