Technical Communicator - Mining

ABOUT WESTERN STATES

Since 1956, Western States Equipment Company has been a leading employer across Idaho, Oregon, Washington, Montana, and Wyoming. We are driven by our mission of solving our customers’ toughest challenges, guided by our core values of Safety, Excellence, Teamwork, Integrity, Accountability, and Innovation.

By joining Western States, you commit to upholding these values while contributing to our purpose of building our communities for a better tomorrow. Safety and our Customer Care Commitment remain foundational to our mission and the standard by which we measure our success.

Safety

• Actively cares, promotes, manages, and advocates for safety at Western States. As a team member in the organization, it is critical to ensure all employees, vendors, and clients have a safe work environment while adhering to all applicable safety policies, procedures and standards.
• Embraces our caring culture where we each care to adhere with applicable safety policies, PPE expectations and stop work authority.

Customer Care Commitments

• Convey Warmth and Empathy – Acknowledge customers and greet everyone with an authentic smile.
• Actively Listen – Give your full attention, make eye contact, avoid interrupting, and ask clarifying questions.
• Build Trust – Take ownership, act with urgency, and follow through on commitments.
• Say Thank you – Express genuine appreciation for effort, feedback, and collaboration.

ESSENTIAL FUNCTIONS:

• Serve as the dealership's subject matter expert for complex mining equipment diagnostics and repairs.
• Act as the primary liaison between the dealership and Caterpillar engineering for technical support and product concerns.
• Assist technicians in diagnosing and resolving advanced hydraulic, electrical, engine, powertrain, and mining equipment system issues.
• Utilize SIS2GO, SIS, DSN, VisionLink, technical service publications, equipment health data, and diagnostic tools to identify root causes and develop repair recommendations.
• Submit, monitor, and manage technical support cases through Caterpillar’s Dealer Service Network (DSN).
• Perform root cause analysis on mining equipment failures and document findings for Caterpillar and dealership leadership.
• Perform AFA (Applied Failure Analysis) in conjunction with investigations on mining equipment failures. Document findings for Caterpillar, dealership, and customer leadership.
• Works closely with CRC (Component Rebuild Center) in a joint effort to define root cause including AFA (Applied Failure Analysis).
• Able to interpret S.O.S. (Scheduled Oil samples) including coolant data.
• Attend dealership technical and customer quarterly meetings and present technical data to include AFA presentations in PowerPoint, Word.
• Review, interpret, and communicate Caterpillar service letters, technical bulletins, and product updates to service personnel.
• Provide technical support to Service, Parts, Product Support, and Sales departments.
• Mentor and train technicians on Caterpillar mining equipment diagnostic software, repair procedures, and emerging technologies.
• Assist with warranty evaluations and technical documentation to ensure accurate claim processing.
• Identify recurring product concerns and collaborate with Caterpillar on product improvement initiatives.
• Support field technicians and mine-site personnel by providing technical assistance on challenging repairs, including onsite visits.
• Maintain accurate technical records, case documentation, and communication logs.
• Promote safe work practices while maintaining compliance with dealership, Caterpillar, and mine-site standards.
• Works within and promotes corporate vision, mission, and values of the organization.
• Performs other duties as assigned.

KNOWLEDGE SKILLS AND ABILITIES:

• Knowledge of Microsoft computer products and other comparable systems.
• Advanced knowledge of Caterpillar mining equipment and diagnostics.
• Understanding of engines, hydraulics, powertrain, electrical, electronic, emissions, and software systems.
• Knowledge of telematics, VisionLink, Product Link, remote diagnostics, equipment health monitoring, and fleet health systems.
• Knowledge of Microsoft Dynamics AX, Infocast, Global DSN, SIS Web, SIMSi/CPI.
• Proven written and verbal communication skills.
• Ability to travel up to 60% including overnight stays.
• Ability to develop and maintain effective working relationships with others.
• Consistent attendance.

EDUCATION AND EXPERIENCE:

• Proof of high school diploma or General Education Degree (GED) required.
• Associate Degree from an accredited vocational school preferred or comparable work experience required.
• Five years experience as a heavy mining equipment service technician with increasing levels of responsibility and knowledge with the ability to diagnose and resolve technical issues quickly, thoroughly, and correctly required.
• Prior experience communicating, verbally and in writing, technical issues and resolutions required.
• Must be able to communicate (speak, read, comprehend, write in English).

PHYSICAL CHARACTERISTICS:

• Ability to stand for long periods of time along with walking, sitting, repetitive climbing stairs, reaching (including but not limited to above-shoulder reaching), repetitive bending, stooping, pushing, pulling, leaning and twisting.
• Ability to lift up to 45 lbs.

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. It is not intended be an exhaustive list of all responsibilities, duties, and skills required of employees in this classification.