Technical Communicator

Job Description

Job Description

Who We Are:

From Georgia. For Georgia. Since 1914 Yancey Bros. Co. has proudly served as the authorized Caterpillar equipment dealer for Georgia, providing our customers with the highest quality sales, parts and service. From Caterpillar heavy and compact construction equipment to on-highway trucks, we remain committed to learning more about our customers, offering equipment and support to keep up with their changing needs. This all starts with our greatest asset…our employees.

As the Technical Communicator you will be responsible for providing technical support on Earthmoving Equipment and Engines. Research systems operations, service magazines, TIB’s and service letters and provide that information of our technicians, PSSRs and management. This job also requires Troubleshooting assistance, failure analysis reporting, DSN communications to Cat and technicians, sales reps and customers to enhance the service, sales and reliability of the Caterpillar Product.

• Assist technicians with machine problems and locate technical information for Technicians.
• AFA investigations. Proper write up and present findings as needed to interested parties.
• Provide proactive information as it pertains to known problems, troubleshooting and info learned from previous issues, T/C teleconferences and Cat DSN.
• Print schematics for Technicians and customers (billing required for customer).
• Obtain parts prints from Cat Technical for machining and welding repairs.
• Identify repetitive problems and find solutions to the problem for Caterpillar using DPPM.
• Problem management of field follow machines.
• Active involvement in Dealer Product Problem Management
• Work with factory and engineers to solve performance-related problems on specific applications of a single machine.
• Work with customers to provide technical support.
• Find parts information that is not in SIS or is not easily found in SIS.
• Determine whether machines are performing to Caterpillar specifications or not.
• Determine when a machine has a Service Letter, TIB or Service Magazine that covers a problem that a customer may have.

Additional Responsibilities:

• Attend training and conferences to stay current on new products.
• Branch/Field visits as needed for hands-on support.
• Assist warranty clerks in determining a repair root cause.
• Provide support for ET and SIS software to customers that have purchased from us.
• Perform other duties as assigned.
  • PIP/PSP projects for customer issues
  • Customer specific application issues.
  • Customer system operation guide.

To be successful in this position you should be able to successfully troubleshoot with our technicians, on customer machine issues over the phone or in person. The ability to multitask, problem solve and be organized are essential to this position as well.

• High school or equivalent
• Minimum of 6-years of mechanical or relevant experience

• Must have extensive knowledge of the Caterpillar Product line, specifically hydraulic, electrical, and mechanical systems used on Caterpillar machines.
• Ability to interpret and use test results obtained from Caterpillar software used in the trouble shooting process.
• Ability to read and interpret hydraulic and electrical schematics.
• Ability to convey information to Caterpillar so they can understand exactly what type of problems our machines are having.
• Knowledge of Yancey systems, Sales-Link/Service-Link, for service, parts and sales functions.
• Knowledge of MS Office products to produce reports and presentations concerning the Caterpillar product. Internet skills to research products used in repair of the Caterpillar product.
• Ability to communicate complicated system problems and solutions to engineers, end users, and technicians.
• Communication, keyboarding skills, and mechanical aptitude, are critical
• Learn new processes Cat provides.

• College or Technical degree a plus

Values:

At Yancey Bros. Co, we are always looking to add people to our team who share our core values:

• Safety: We value the lives and health of our team and customers above all else.
• Integrity: We are ethical and trustworthy, demonstrate respect for others, and communicate truthfully and promptly.
• Teamwork: We work as one across our organization for the benefit of our customers.

Ideal candidates will demonstrate the following values:

• Acting and working in a safe manner
• Exhibiting honesty and integrity
• Acting in a fair and ethical manner
• Team mentality
• Delivering quality results
• Embraces change / improvement
• Exhibiting superior customer service skills
• Exhibiting pride and ownership
• Working with a sense of urgency
• Exhibiting a winning attitude

Yancey Bros. Co. offers a full benefits package that includes aggressive compensation levels, technician tool allowances, full medical, vision and dental coverage, employee wellness programs, paid vacations and more.

• Competitive Pay
• Individual Bonus Opportunities Available
• Technician Tool Allowance
• 401k Plan Strong Company Match
• Employee Profit Sharing
• Financial Wellness Coaching

• Medical, Vision, Dental Insurance
• Prescription Drug Coverage
• Flexible Spending Accounts
• Short & Long Term Disability
• Group Life Insurance

• Paid Holidays
• Paid Sick Leave

• Tuition Reimbursement
• Ongoing Training
• Advancement Opportunities