Technical Communicator - Heavy Equipment

Role Overview

This position is best suited for a Senior Technician transitioning off tools into a technical support or product support role. The Technical Communicator serves as the primary liaison between dealership Service Technicians and Senior Technical Communicators, coordinating Service Request activities to resolve product problems and technical issues within the Heavy Equipment Division.

In addition to case coordination, the Technical Communicator manages user account access within the Product Support Customer Relationship Management (PSCRM) system, answers incoming Service Request calls, responds to basic service questions, and escalates complex technical issues as appropriate.

Ideal Candidate Background

We are targeting experienced heavy equipment professionals ready to apply their field expertise in a support capacity. The ideal Technical Communicator candidate will have:

• 5–15 years of heavy equipment technician experience
• Strong diagnostic capability across hydraulics, engines, and electrical systems
• Background working for a dealer or OEM (e.g., Caterpillar, John Deere, Volvo, Komatsu, CASE, Hitachi, or similar)
• Experience supporting fellow technicians or troubleshooting complex equipment problems

Key Competencies

• Excellent verbal and written communication skills
• Strong customer service orientation with the ability to build effective internal relationships
• Proficient computer skills and ability to learn CRM and support systems quickly
• Solid mechanical aptitude with willingness to expand technical knowledge
• Ability to manage multiple tasks in a fast-paced environment
• Well-organized, detail-oriented, and professional phone presence

Qualifications

• 4+ years of experience as a service technician on earthmoving or heavy equipment (shop or field) — 5–15 years preferred
• Proven diagnostic ability in hydraulics, engines, and/or electrical systems
• Dealer or OEM experience in the heavy equipment industry preferred
• 2-year Diesel Technology or Power Equipment Technology degree from a vocational school preferred
• Coursework or demonstrated knowledge in engines, hydraulics, and electrical systems a plus
• High School Diploma or GED required

Note: Some travel may be required during the initial training and orientation period.