Technical Communicator

Who We Are:

From Georgia. For Georgia. Since 1914 Yancey Bros. Co. has proudly served as the authorized Caterpillar equipment dealer for Georgia, providing our customers with the highest quality sales, parts and service. From Caterpillar heavy and compact construction equipment to on-highway trucks, we remain committed to learning more about our customers, offering equipment and support to keep up with their changing needs. This all starts with our greatest asset…our employees.

What You Will Be Doing:

As the Technical Communicator you will be responsible for providing technical support for Earthmoving Equipment and Engines. Research into systems operations, service magazines, TIB’s and service letters and providing that information of our technicians, PSSRs and management. This job also requires Troubleshooting assistance, basic failure analysis reporting, DSN communications to Cat and technicians, sales reps and customers to enhance the service, sales and reliability of the Caterpillar Product

Primary Responsibilities:

• Support technicians in initial machine troubleshooting.
• To support technicians in Dealer DSN.
• Review DPSS for quick finds.
• Review DSN ticket
  • Review for proper information.
  • Review for Trouble shooting performed.
  • Forward/Return for additional information
• Provide advance support on certain models.
• Tier One support on DIY calls
  • Forward DYI calls that need advance support, but with DYI charge.
• Provide printed material and bill out to customers.
• Provide “Tech Tips” and additional “Proactive” support to the Yancey team.
• Provide details for DPPM meetings.
• Review machine for Service Letter/Svc Mag/Tib for the current issue.

Additional Responsibilities:

• Provide back up on customer SIS/ET subscriptions.
• Branch visits as needed.
• Back up customer ET/SIS billing.
• Bill out other Tech support materials, schematics, flashes, other materials sent out.
• Back up T/C Admin on Maintain PIP reporting.
  • Rolling 12 and aged list updates. List to provide location.
  • 90 day – weekly call to dispatch to confirm Work Order is scheduled and parts are on hand and follow up email.
  • 6 Month notice to support completion on Cat’s guideline.
  • Support awareness of long hour PIP’s and those needing outside labor or material.
  • Maintain a <5 on aged list. To include EM and PS
  • Transfer machines now not in our territory to applicable dealer, or Z800
  • Active roll in remote flash and remote service.

Who We Are Looking For:

To be successful in this position you should be able to successfully troubleshoot with Yancey technicians or customers, machine issues over the phone or in person. The ability to multitask, problem solve and be organized are essential to this position as well.

Education/Experience:

• High school diploma or equivalent preferred.
• Minimum of 4 years of mechanical or relevant experience
• Technical degree a plus.

Values:

At Yancey Bros. Co, we are always looking to add people to our team who share our core values:

• Safety: We value the lives and health of our team and customers above all else.
• Integrity: We are ethical and trustworthy, demonstrate respect for others, and communicate truthfully and promptly.
• Teamwork: We work as one across our organization for the benefit of our customers.

Ideal candidates will demonstrate the following values:

• Acting and working in a safe manner
• Exhibiting honesty and integrity
• Acting in a fair and ethical manner
• Team mentality
• Delivering quality results
• Embraces change / improvement
• Exhibiting superior customer service skills
• Exhibiting pride and ownership
• Working with a sense of urgency
• Exhibiting a winning attitude 

What We Offer:

Yancey Bros. Co. offers a full benefits package that includes aggressive compensation levels, technician tool allowances, full medical, vision and dental coverage, employee wellness programs, paid vacations and more.

Competitive Pay Structure

• Competitive Pay
• Individual Bonus Opportunities Available
• Technician Tool Allowance
• 401k Plan Strong Company Match
• Employee Profit Sharing
• Financial Wellness Coaching

Employee Wellness Program

• Medical, Vision, Dental Insurance
• Prescription Drug Coverage
• Flexible Spending Accounts
• Short & Long Term Disability
• Group Life Insurance

Personal Time Off

• Paid Holidays
• Paid Sick Leave 

Career Development

• Tuition Reimbursement
• Ongoing Training 
• Advancement Opportunities