What are the responsibilities and job description for the Industrial Engine Technical Communicator position at Wyoming Machinery Company?
ESSENTIAL FUNCTIONS
- Provide technical support to assist dealer and/or customer personnel in diagnosis, identification, and resolution of product problems for Caterpillar industrial/petroleum engines - both diesel and natural gas
- Provide technical support to dealer and/or customer personnel on EPG products, including EMCP panels, transfer switches, switch gears, generators, and associated products
- Utilize Caterpillar resources including, but not limited to: literature, DSN, SIS 2.0, DBS, or other tools for product support
- Assist with industrial/petroleum/EPG engine issues, including the utilization of technical channels as well as possible on-site visits to assist technicians in the start-up and/or troubleshooting process
- Work closely with Caterpillar service representatives regarding specific product problems for both internal and external customers
- Report product problems to Caterpillar through Caterpillar designated communication channels
- Assist Wyoming Machinery Company personnel in setup, diagnosis, and identification of new product or publication problems
- Manage and control distribution of factory information to the appropriate dealer personnel
ADDITIONAL FUNCTIONS
- Provide technical assistance with G3600 commissioning and also become G3600 commission certified
- Provide technical support to technicians and customers for diagnosing and completing repairs on all Wyoming Machinery Company product lines
- Aid dealer personnel to determine cause of failure of components and/or parts
- Conduct vibration analysis to assist with product problem resolution
- Provide technical support for alignment of rotating equipment both hot and cold
- Provide input in the purchase of necessary special diagnostic tooling needed in the Technical Dept
- Manage, update, and control distribution of factory information (i.e. service letters, service bulletins, etc.) to the appropriate dealer personnel
- Manage, record, and update all calls for technical support within the Technical Dept. ticketing system
QUALIFICATIONS/KNOWLEDGE/SKILL/ABILITY
- High school diploma or equivalent
- Extensive proven experience and training on engine/electrical/hydraulic systems and operational characteristics of Caterpillar equipment
- Must have advance oral and written communication skills
- Ability to troubleshoot, understand, and determine root cause of failure and communicate the description of such failure to appropriate Caterpillar service personnel.
- Ability to interpret Scheduled Oil Sampling reports and make recommendations to the end user.
- Perform as a team member and work in cooperation with other WMC departments, customer, and Caterpillar personnel.
- Exhibit the desire to understand and meet customer’s and company’s needs in dealing with and correcting the customer’s product problems in a reasonable timeframe.
- Ability to conduct oneself in a professional manner.
- Basic to intermediate typing and computer skills
- Knowledge of and familiarity with G3600 commissioning
PREFERRED
- Post high school technical degree
- Extensive experience and knowledge of Caterpillar industrial/petroleum/EPG engines (both diesel/natural gas) for product lines supported by the Company
- Additional training or completed courses in industrial gas engines/electrical systems and operation characteristics, math, science, and typing or computer usage
- Experience in computer programs such as Excel, Smartsheet beneficial
- Proficient in mechanical ability and troubleshooting skills
PHYSICAL/ENVIRONMENTAL REQUIREMENTS
- Materials and equipment directly used: desk and cell-phone / personal computer systems, programs, and equipment / Caterpillar computer systems, programs, and equipment / OEM parts, sales and service publications / service manuals / hydraulic, and electrical schematics / Caterpillar special diagnostic tooling and OEM special diagnostic tooling / possible hand-tools used for diagnostic trouble-shooting
- Typical office work are 8 hours per day, 5 days per week
- Possible field work to assist with product problem resolution. Could require 10-12 hrs. per day working around engines at customer site.
- Ability to safely climb on equipment in the shop and in the field
- Ability to sit or stand 5-7 hours per day
- Ability to travel in and out of territory, including overnight stays
- Operate a company vehicle requiring a valid driver’s license (driving record must meet Company insurance standards and is reviewed annually)
- MSHA certification may be required
- Professional dress is required
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
