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Caterpillar Technical Communicator Power Systems
Provides internal and external customers with senior level technical assistance with power systems and related engine products
Essential Duties and Responsibilities include the following. Other duties may be assigned.
• Coordinates technical liaison services between management, production department, sales department, and customers with newly developed techniques or practices in processing CAT products.
• Coordinates technical liaison services to inform customers of new types, specifications, and end uses of CAT products.
• Confers with department managers to assist in specific classification of products from quality assurance position, report on new product or process technology of competitors, and to discuss new specifications required by customers.
• Directs investigation of customer complaints regarding quality, tolerances, specifications, and delivered condition of products.
• Records, analyzes, and informs concerned personnel of production quality assurance, and sales departments of status and disposition of customer complaints and claims.
• Negotiates settlement of claims, for which company is responsible, within limits prescribed by management.
Competencies:
• Customer Service – Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service ; Responds to requests for service and assistance; Meets commitments.
• Interpersonal Skills – Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others’ ideas and tries new things.
• Oral Communication – Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Written Communication – Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. 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’s degree (A. A.) or equivalent from two-year college or technical school; or one (1) year related experience and/or training; or equivalent combination of education and experience.
Language Skills:
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.
Mathematical Skills:
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.
Reasoning Ability:
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Computer Skills:
Moderate computer skills. Familiar with web navigation, experience working with databases.
