Technical Communicator - Power Systems

Main Duties & Responsibilities Primary Job Role Conducts all assigned work in a safe manner, adhering to all applicable safety, environmental and contamination control policies, procedures and regulations. Wears proper personal protective equipment. Maintains communication between dealership and Caterpillar regarding all equipment technical issues. Advises upper management on product development issues arising from product problems identified through technical support activity. Provides technical information for all technicians or customers needing assistance in solving technical issues. Monitor & distribute Caterpillar Product Support Program Information, new service information and Warranty Bulletin updates. Approaches work in a positive manner, maintains conduct that supports a supportive work team and sets the standard for others to follow. Contributes to team efforts by accomplishing tasks on time while maintaining safety and quality expectations. Trains and/or mentors others in the department. Assumes Supervisor position temporarily, as necessary. Provides expert counsel to internal/external staff, customers and suppliers on technical and product issues. Utilizes the Dealer Solution Network for communication to resolve product issues with the OEM. Attends training sessions and trains others as necessary. Guides and/or mentors others within the department in the performance of duties in a helpful and educational manner. Performs Field/Shop Audits, Failure Analysis Investigations and provides accurate unbiased reports based on results. Completes special projects in a timely and accurate manner as assigned by management. Works in a neat and orderly fashion, constantly looking for ways of improving the methods of work, work area, and safety standards. Performs other duties as assigned. Essential Job Competencies Safety: fully supports, encourages and follows safe work behavior, and considers safety paramount importance in the workplace. Job Specific Skills: Demonstrates the required depth and mastery of knowledge and skill associated with the job as identified in the Learning Management System (LMS) and other applicable sources. Demonstrates effective application of the job specific knowledge, skills and ability required to resolve job related challenges in the workplace. Refer to job specific training requirements for the job identified in the LMS. Coaching and Mentoring: Inspires and empowers team members to excel, providing timely productive feedback and guidance to stretch beyond their comfort levels to achieve specific, measurable and challenging goals. Builds productive relationships with team members, conveying confidence and expressing genuine appreciation for team member contributions. Explains to team members the importance of the work they do. Communication: Uses active listening skills, conveying information with the appropriate medium that is clear and easily understood. Uses feedback to verify effective and accurate communication has occurred. Ensures others having a need to know are kept informed about developments, progress, problems and plans through consistent, effective communication. Avoids surprises. Interpersonal Skill: Anticipates, notices, and understands concerns of others, involving them in a process or decision to ensure their support. Develops and maintains positive relationships. Considerate and discreet in handling challenging, awkward or tense interpersonal situations, focusing on issues and interests instead of people or positions. Knows when to escalates critical issues when unsuccessful in gaining support. Information Gathering: Checks all appropriate sources in identifying the information needed for analysis and decision making. Uses skillful methods in obtaining high quality relevant information. Checks work to ensure accuracy and completeness. Compares observations or finished work to what is expected to find inconsistencies. Clearly documents sources, and organizes the information according to the research needs. Takes Initiative: Takes appropriate action to resolve issues without requiring direction. Seeks out others involved in a situation to learn their perspectives. Makes difficult decisions in a timely manner. Is willing to make decisions in difficult or ambiguous situations, when time is critical. Assertive in a group when it is necessary to facilitate change, overcome an impasse, face issues, or ensure that decisions are made. Results Oriented: Has a strong sense of urgency and commitment to achieve desired results in the face of obstacles and frustrations. Remains focused, does not get bogged down in unnecessary detail. Identifies and utilizes the most efficient methods to successfully achieve tasks on time despite unforeseen events. Driven, maintains a sense of urgency and adjusts schedules as needed to achieve without sacrificing quality of work. Resource Management: Manages resources through effective schedules and budgets for people, projects, equipment, and supplies. Plans so that the right resources are assigned to the right tasks. Assigns and manages assets in a manner that supports an organization's strategic goals. Effectively and efficiently allocates all human, financial, and material resources to meet business objectives. Qualifications Education and Experience Formal Education - High School diploma or GED Experience 7 or more years Required / Credentials Valid Drivers License Completed all required Technical Communicator training Well versed in Microsoft Office programs Able to easily and effectively comprehend written material and communicate orally and in writing with employees and customers. Not Required but Highly Desired Criteria Educated in Applied Failure Analysis I Educated in relevant specialized Caterpillar Product Certifications as required Updating of Knowledge Job requirements frequently change requiring re-training once or more per year. Responsibility for Change, Innovation, Overall Improvement, and/or Effectiveness Problem Solving Job requires complex problem solving skills in a dynamic environment. Independent research and analysis are routinely required to develop appropriate solutions. Awareness and intervention is expected to prevent problems from occurring. Creativity Job requires creativity as part of carrying out daily activities. New approaches are encouraged. Autonomy Job is not normally monitored, but overall objectives are clearly defined. Use of discretion in how the work is done, setting priorities and decision making is encouraged. More emphasis is placed on achieving the desired outcome, not on controlling the process. Working Environment Stress Load Constant exposure to these stresses (more than 80% of the time). Workload Fluctuation Job frequently involves changes in priorities, complexity and/or quantity of work. Work Schedule Work is typically performed during regular business hours with occasional requirements to work nights, holidays and weekends. Organizational Impact A person's performance in this job has significant immediate impact on expense, efficiencies or achievement of overall department and company objectives. Supervisory Responsibility Job has no subordinates / no supervisory responsibility (may work independently or as a member of a team) Physical Demands Not Applicable Occasionally - (up to 3 hours/day) Frequently - (3-6 hours/day) Constantly - (6-8 hours/day) Climbing, Balancing, Stooping, Kneeling, Crouching, Crawling, Reaching (F), Standing (F), Sitting (F), Walking (O), Feeling (O), Fingering (O), Grasping (O), Repetitive Motion (F), Talking (F), Hearing (O), Pushing up to 25 lbs. (O), Pulling up to 25 lbs. (O), Lifting up to 25 lbs. (O), Pushing 26-50 lbs (O), Pulling 26-50 lbs (O), Lifting 26-50 lbs (O), Pushing over 50 lbs (O), Pulling over 50 lbs (O), Lifting over 50 lbs (O). Environmental Conditions Not Applicable Occasionally - (up to 3 hours/day) Frequently - (3-6 hours/day) Constantly - (6-8 hours/day) Inside conditions: Protection from weather but not necessarily from temperature change. Outside environmental conditions: No effective protection from weather. Extreme cold: Temperatures below 32 degrees for periods of more than one hour. Extreme heat: Temperatures above 100 degrees for periods of more than one hour. Noise: sufficient noise to cause the worker to shout to be heard above the ambient noise level. Vibration: Exposure to oscillating movements of the extremities of whole body. Hazards: Includes a variety of physical conditions (i.e. proximity to moving mechanical parts, electrical current, working in high places, exposure to heat and/or chemicals. Atmospheric conditions: One or more of the following conditions that affect the respiratory system or the skin: Fumes, odors, dust, mists, gases or poor ventilation. Oils: There is air and/or skin exposure to oils and other cutting fluids. Air particulates / contaminants: the worker is required to wear respirator. RING POWER CORPORATION, INC. IS AN EQUAL OPPORTUNITY EMPLOYER #J-18808-Ljbffr Ring Power Corporation