It’s your time, make it matter.

At Peterson, we partner with our customers to build the future. For over 85 years, our peoples’ work has shaped the communities where we live, where we raise our families, and where we thrive. Peterson’s legacy permeates every aspect of our communities. From roads and bridges, back-up power at hospitals, fire-fighting, concerts and moving goods; we are everywhere you look. At Peterson, you don’t just have a career, you have a purpose.

Our family-oriented environment is built on safety, winning, growth, and professional achievement. Hiring and developing exceptional people is critical to our continued success. We have high standards for a good reason: our people represent Peterson, our family, our brand, and our values.

You have high expectations too. You are exceptionally motivated, have outstanding skills, and want your work to matter. Peterson offers competitive wages, generous benefits, and promotional opportunities at a family-owned and operated business. It’s time to use your skills and passion to do work that matters!

Job Description

SUMMARY
The Technical Communicator Supervisor oversees a team of Technical Trainer & Communicators while also performing responsibilities of the Technical Trainer & Communicator role. This position is responsible for ensuring customer satisfaction of Peterson’s technical communication services, providing high-quality, cost-effective engineering solutions for both new and used equipment, conducting quality control inspections on machines to be delivered to customers, and providing operational training and follow-up services to customers.

ESSENTIAL JOB FUNCTIONS

The following reflects management’s definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign the functions to this job at any time due to reasonable accommodation or other reasons. Job functions include the following. Other duties may be assigned.

• Supervise and lead technical communicator team across the Peterson CAT territory.
• Perform responsibilities of the Technical Trainer & Communicator role, which includes but is not limited to:
  • Work directly with field and shop technicians, customers, and other distributors over phone and/or in person, to help solve maintenance and service problems related to earthmoving, power generation, and heavy-equipment machines.
  • Respond to technical questions from customers, other distributors, and various internal Peterson departments relating to new and used equipment in a timely manner to meet customer expectations.
  • Serve as principal communication liaison with manufacturers on all technical issues and initiatives set forth by manufacturers.
  • Research and specify engineering and operational solutions for equipment technical and application problems in concert with customers, factories, and company departments.
  • Plan, develop, and implement a comprehensive training and development strategy for Peterson that is consistent with the Peterson’s core values.
  • Conduct learning needs assessments to identify individual, departmental, divisional and organizational training opportunities.
  • Define minimum skill proficiencies for technical positions and develop a process for evaluating incumbents for the purpose of identifying future training and career advancement opportunities.
  • Conduct needs analyses to identify skills/competency gaps and establish measures to track progress. Develop and execute innovative strategies to ensure the organization has the necessary skills and competencies to meet company business plans and strategy.
  • Assist with developing, designing, coordinating, and implementing a companywide performance management system used to evaluate employees work performance, establish future business goals, identify individual responsibilities, and monitor employees’ individual career development plan.
  • Provide consulting services to Peterson departments in all aspects of non-technical training and analyze training requests. Make recommendations to the appropriate manager and coordinate training activities with other departments and outside companies.
  • Research, establish, and maintain training vendor and/or partner relationships with other training agencies. Conduct cost-benefit analysis to assess utilization of outside training resources.
  • Establish a process for designing, identifying, delivering, coordinating, and evaluating seminars, workshops, courses, and training.
  • Work with the Peterson Marketing Department to market Peterson Universities’ training services to customers and Cat dealers.
• Provide coverage for Technical Trainer & Communicators who are off work or attending/conducting training
• Escalate Dealer Solutions Network (DSN) cases as needed to ensure questions are answered, events are addressed, and product functionality is restored in a timely manner.
• Ensure issues from weekly Technical Trainer & Communicator meetings reach resolution in a timely manner
• Keep current on new product operational and service requirements and provide technical and application support as needed.
• Maintain current information files and printed publications library.
• Coordinate service-related warranty and policy activity and represent the company and customers in negotiating financial resolution with factory representatives.
• Create and maintain positive internal and external customer relationships to build trust through timely and positive communication.
• Provide quality control inspection of new and used equipment to be delivered to customers.
• Deliver new machines per manufacturer guidelines.
• Conduct operational and maintenance training for operators/owners at time of delivery.
• Conduct operator training as requested.
• Make revisit calls on customers per manufacturer recommendations and/or as requested by customer and must be able to travel up to 25% of the time to company subsidiaries as required.
• Operate company or personal vehicle to visit Peterson locations, meet with team members, and conduct/attend training events.

OTHER JOB FUNCTIONS

• Works collaboratively in a team environment with a spirit of cooperation.
• Displays excellent communication skills including presentation, persuasion, and negotiation skills required in working with customers/ coworkers, including the ability to communicate effectively and remain calm and courteous under pressure.
• Respectfully takes direction from supervisor/manager.

SUPERVISORY RESPONSIBILITIES

Manager is responsible for the overall direction, coordination, and evaluation of the Technical Trainer & Communicator team. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and implementing corrective action with employees; addressing complaints and resolving problems. When work deficiencies are identified takes prompt and effective measures to correct areas needing improvement.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily, safely and in alignment with Peterson’s core values. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

Associate degree from a fully accredited college in a closely related field; and a minimum of five (5) years of directly related experience, preferably in a heavy industrial environment; or an equivalent combination of education and work experience.

CERTIFICATES, LICENSES, REGISTRATIONS

Must maintain a valid driver’s license and satisfactory driving record

Peterson Machinery Co. is committed to equal employment opportunity and affirmative action. Minorities, females, veterans, and individuals with disabilities are encouraged to apply. A drug screen and background check is required.