Technical Communicator

Technical Communicator

Blue Ridge Rd, Raleigh, NC, USA Req #1625

Tuesday, February 25, 2025

PRIMARY FUNCTION:

The Construction Technical Communicator is responsible for providing technical support to service, parts and sales departments as well as their customers.

Will serve as a liaison between the Construction division and our suppliers to diagnose a range of complex problems, identify, communicate and resolve product problems and ensure proper application.

Will act with integrity on behalf of the company to ensure compliance with regulatory rules and company policies.

Will demonstrate initiative, commitment to teamwork, self-starter, enthusiasm for customer service and dedicated to finding solutions in an efficient manner.

ESSENTIAL DUTIES:

I.

Service Technician/Customer Support

Takes personal responsibility for on-the-job Safety for both self and co-workers, as well as the Company by consistently following documented procedures.

Does not engage in risk taking behavior or employ shortcuts.

Always wears appropriate Personal Protective Equipment (PPE) for situation.

Keeps work area clean and free of hazards, Labels containers as necessary, and properly tags equipment out of service as required.

Keeps a good standing safety record.

Work closely between technicians and manufacturers Product Service Engineering groups to aid in troubleshooting and problem resolution.

Using experience, product knowledge and the resources available, 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.

Coach technicians in the correct use of system information and if necessary, identify and communicate to 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 Gregory Poole Construction Branches, home office and factory training and conferences.

Multi-task and transition between complex problems and varying products and technologies.

Frequently serve as an information resource through interaction with technicians, engineers, supervisors, managers and customers by telephone, email and in person.

Use technical skills, research, analysis and good judgment to address technical issues or inquiries.

Demonstrate excellent interpersonal skills when interacting with technicians and providing guidance.

Maintain and manage workload during high stress situations and use self-motivation to be productive during slow times.

II.

Administrative

Use computer to enter information, investigate and research issues, install software, and document all findings to keep history of issues and opportunities.

Supports Technical Analyst in compiling information on Flat Rate Pr...