Industrial Engine Technical Communicator

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