Job Description:

This position is responsible for company-wide support of all departments and all locations regarding any technical questions or product problems, issues, and concerns.  This position will also provide leadership on major start-ups, and commissioning projects, and perform applied failure analysis on engines for customers and the PDS service division.  In addition, this role will serve as the lead technical communicator to Technical Communicators and Technical Service Technicians.

KRA'S (Key Responsibility Areas):

1. Assist all departments in all locations with technical problems and solutions to minimize the company’s expense.
2. Advise and Report all pertinent technical data to key departmental management to ensure the satisfaction of our product to our customers and maintain alignment of Company Core Values.
3. Serve as the liaison between the company and Caterpillar to ensure that technical service operations meet ongoing operational requirements and are standard for all products and operations to minimize expenses of all concerned.
4. Assist customers with development or operational issues needed to keep Caterpillar products marketable in the marketplace.
5. Evaluate and analyze product problems to support Parts, Service, and Sales business objectives.
6. Maintain and manage the technical services tooling and library to ensure the success of key service functions.
7. Serve as a mentor to Technical Communicator and Technical Service Technician and maintain/update required certification by Caterpillar. 

Knowledge, Skills, and Abilities:

• Knowledge of and ability to explain safety practices, mechanical repair, service procedures, and techniques
• Knowledge of CAT models/machines and safe operation procedures, maintenance practices, and troubleshooting of hydraulic and electrical systems
• Computer and software knowledge, including intermediate-level skills in Excel and Word
• General mathematical skills include basic adding, subtracting, multiplication, and division
• Advanced skills in repairing hydraulic controls and electrical systems
• Ability to communicate clearly and effectively, both verbally and in writing
• Ability to understand technical manuals, software specifications, hardware principles of operations, and systems software operations
• Ability to think logically for interpreting and analyzing problems assigned or encountered
• Ability to identify complex problems and review related information to develop and evaluate options and implement solutions
• Organizational ability and confidence to work independently

KEY PERFORMANCE DIMENSIONS:

The optimum performance, the jobholder in this position would be expected to demonstrate appropriate knowledge, skills, and attitudes in the following areas.

1. Problem-Solving Expertise:  The rational approach to processes involved in identifying and defining problems/goals, selecting and implementing alternative solution strategies, the management of resources and contingencies, and reducing performance deviations/gaps.
2. Influencing Capabilities:  Demonstrated leadership in the attitudes and behaviors that influence assessment, management, and adaptability required in situations such as, but not limited to decision-making, behavior, conflict management, and negotiation scenarios.  Also, the aligned commitment and contribution to the success and development of others.
3. Planning Orientation:  Competency in strategic operational planning methods and practices, the monitoring and measurement of targeted goals, resource allocation, and management practices.
4. Managerial/Administrative Skills:  Model the basic set of managerial/administrative task-management attributes involving directing, implementing, motivating, and evaluating of general work environment to accomplish specific, targeted business objectives.
5. Technical Expertise:  Demonstrate specific business/industry job-related professional knowledge, skills, experience, and related performance attributes.