Technical Communicator at EmpirecatP in Mesa, Arizona

Job Description:

Requisition #: 14737 

Shift : 1 

Start Time :  8:00am 

End Time :  5:00pm 

Schedule Days : Monday - Friday 

Position Status: Full Time (40 hrs week) 

Job Summary:

Provide technical support services to all Empire departments and clients, across all product lines.  Research and solve technical problems for assigned product line.  Develop and maintain positive working relationships with co-workers, clients, and manufacturer personnel.

Essential Functions:

1. First responder to clients technical needs and provide troubleshooting support over the phone as well as back office resources to fulfill request.


2. Apply the proper telephone etiquette and build positive rapport to satisfy various client situations and needs.


3. Research, analyze, track frequency and severity, and assist in correcting product problems requested from clients.


4. Council and direct service personnel on interpretation and documentation of Caterpillar parts reusability guidelines.


5. Assist with Caterpillar Failure Analysis process and Oil Sample Results Analysis as needed.


6. Work safely at all times.  Adhere to all applicable safety policies.  Comply with all company policies, procedures, and standards.
   
    

Additional Responsibilities:

1. Maintain technical library.


2. Acquire manufacturer blueprints and specifications as needed.


3. Participate in NPI (New Product Introduction Launches).


4. Take on special projects to improve efficiencies within the department and their processes.


5. Work within and promote corporate values.
   
    

Additional Level Requirements

Knowledge Skills and Abilities:

1. Ability to inspect failed parts and prepare for return to factory.


2. Ability to read and understand prints/drawings, wiring diagrams, flow charts, schematics, etc…


3. Must have Failure Analysis I with continued education to complete Failure Analysis II & III.


4. Must have strong interpersonal skills sufficient to professionally interact with internal and external clients, manufacture personnel, and co-workers.


5. Excellent communication and client relation skills.


6. Must have experience using Caterpillar and other manufacturer’s technical service information.


7. Must have extensive technical knowledge about Caterpillar and other manufacturer’s equipment and systems operation, troubleshooting and repair methods.


8. Must have strong verbal and written technical subject communication skills.


9. Ability to handle complex or multiple requests with multiple priorities.


10. Must have organization skills sufficient to complete work assignments proactively and on schedule.


11. Must be able to meet all safety requirements for applicable safety policies and use of all required safety equipment.


12. Must have acceptable attendance to meet all company standards and requirements.
    
     

Education and Experience:

1. Proof of high school diploma or General Education Degree (GED).


2. Working mechanical technical knowledge of or a degree in Mechanical Engineering or equivalent.


3. Must have 5 years’ experience with off-highway equipment, power systems, or other industry/equipment experience, preferably Caterpillar.


4. Previous experience with Caterpillar parts and service computer systems.


5. Previous experience with Empire parts and service computer systems including, Microsoft Office, Windows, and SPI.


6. Must be able to communicate (speak, read, comprehend, write) in English.
   
    

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. While performing the duties of this job, the employee is regularly required to use hands and talk or hear.


2. The employee frequently is required to stand, walk, sit, reach outwards, or bend.


3. The employee is occasionally required to reach above shoulder, climb, crawl, squat or kneel, and taste or smell.


4. The employee is occasionally required to lift and/or move up to 50 pounds.


5. Specific vision abilities required by this job include close vision, distance, peripheral vision, depth perception, and ability to adjust focus.


6. This position is designated as a "Safety-Sensitive Position".   A Safety-Sensitive Position includes tasks or duties that EMPIRE in good faith believes could affect the safety or health of the employee performing the task or others. 


7. If the position does not require travel to offsite locations it will not be designated as Safety Sensitive.
   
    

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. While performing the duties of this job, the employee is regularly exposed to an indoor controlled environment.


2. The employee is frequently exposed to moving mechanical parts, vibration, and high precarious places.


3. The employee is occasionally exposed to wet and/or humid conditions, outdoor weather, extreme cold or heat, toxic or caustic chemicals, and risk of electrical shock.


4. The noise level in the work environment is usually very loud.

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. The roles and objectives of this job do not include setting corporate policy, and does not constitute a managing agent of the company.

Skills & Abilities

Education

Experience

Physical Requirements

Work Environment

Empire is committed to working with and providing reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the employment process, please call 480-633-5440 and let us know the nature of your request and your contact information.

Empire Southwest is an EEO/Affirmative Action Employer

Safety - Respect - Integrity - Teamwork - Excellence - Stewardship - Astonishment

 

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