Technical Communicator - Earthmoving

The position reports to management in Birmingham, Alabama, but may be based out of any Thompson Tractor branch location.

The Technical Communicator (TC) for Earthmoving provides advanced technical support to the Service, Parts, and Sales teams across Thompson Tractor's Earthmoving Division and its customers. Serving as a liaison between Thompson and Caterpillar equipment suppliers, the TC helps diagnose complex issues, communicate solutions, and ensure proper product application while maintaining compliance with company policies and regulatory requirements.

This highly technical, customer-focused role involves frequent interaction with technicians, engineers, management, and customers. The Technical Communicator acts as a technical resource and mentor, guiding technicians to resolve issues while ensuring proper troubleshooting and due diligence. Success in this role requires strong analytical skills, sound judgment, the ability to work under fluctuating workloads and high-stress conditions, and a collaborative, solution-driven mindset.

Essential Responsibilities & Expectations

• Maintain and enhance the DIY (Do It Yourself) customer support strategy by providing customers with knowledge and information services, then directing them to the appropriate Service, Parts, or Sales teams to support issue resolution and drive revenue generation.
• Work closely between technicians and product service engineers to aid in troubleshooting and problem resolution.
• Use experience, product knowledge and the resources available to determine whether there is existing service information available and if not, provide accurate communication to and from the factory to resolve problems in a timely manner.
• Mentor technicians in the correct use of system information and if necessary, identify and communicate with supervisors and Service Training the need for additional training or the proper technician for the task.
• Develop personal relationships with factory engineers to provide an accurate flow of information and sense of urgency.
• Maintain necessary training to be proficient in new and changing products and technology.
• Travel as necessary between Thompson Tractor earthmoving branches, home office and factory training and conferences.
• Must be able to rapidly multi-task and transition between complex problems and varying products and technologies.
• Manage workload with minimal direct supervision.
• Be proficient with schematics.

Qualifications

Education

• High school diploma or the equivalent required.

Experience

• Minimum six (6) years of experience working with Caterpillar equipment or a Caterpillar dealer required.
• Candidates for this position must possess strong mechanical aptitude
• Experience using personal computers and basic typing skills required for this position.

Skills & Competencies

• Basic technical skills
• Written and verbal communication skills
• Basic computer skills (AX, Excel, Word, Adobe, etc.)
• Excellent organizational skills

Job Training

• Area specific technical training
• OSHA required training
• Vendor technical sites
• Compliance training

Safety Summary

Working Conditions

• Work is normally performed in a Service Department shop or on location of customer job sites.
• Exposure to physical risk and variable weather conditions is associated with this position.
• Standing on hard surfaces for extended periods of time is often required.

Physical Requirements

• Ability to speak, listen, write, and type effectively.
• Ability to safely reach, kneel, grasp, and stoop as needed.
• Ability to safely lift up to 75lbs.
• Ability to safely climb on ladders, climb on equipment, and climb under equipment.

Job Hazards

• Job site hazards
• Strains due to lifting
• Driving related hazards
• Back and neck strain
• Stress
• Tripping, slipping, falling

Thompson Tractor is an Equal Opportunity Employer including Veterans and Individuals with Disabilities.

Technical/other training (preferred)
High School or Equivalent (required)

Minimum six (6) years of experience working with Caterpillar equipment or a Caterpillar dealer required. (required)
Candidates for this position must possess strong mechanical aptitude. (required)
Experience using personal computers and basic typing skills are required for this position. (required)

Skills