Technical Communicator Supervisor

Overview

The Technical Communicator Supervisor role provides advanced technical escalation support and leadership for Quinn Company’s centralized Technical Support organization. The position performs Technical Communicator duties approximately 30% of the time while also overseeing and supporting Technical Communicator Level 1 (TC1), Technical Communicator Level 2 (TC2), and Technical Support Technician (TST) personnel across service operations.

This position serves as a dealership-wide technical escalation resource responsible for advanced diagnostics, complex machine issue resolution, standardized troubleshooting, product problem management, technical communication, and OEM support coordination. The role leads Product Problem Management (PPM) initiatives, maintains strong working relationships with Caterpillar Dealer Service Network (DSN) representatives and internal departments, and supports major customer escalations involving the dealership’s most complex diagnostic issues.

In addition to providing high-level technical support, the role leads the dealership’s technical support strategy by maximizing resource utilization, establishing performance expectations, monitoring KPIs, developing and improving technical processes, prioritizing technical resources, and partnering with service managers to support operational needs. The position develops and coaches TC1 and TC2 personnel to advance their technical knowledge. This role also partners with Service Operations, Product Support, and Caterpillar to strengthen technical capabilities and improve machine uptime, fix-first-time performance, and one-trip repair success.

Wages

Starting wage will depend on experience and education. $90,000 - $105,000

Responsibilities

Technical Support Leadership and Operations

• Lead, supervise, mentor, and develop Technical Communicator and Technical Support Technician personnel.
• Set priorities, assign technical resources, and balance workloads to support operational needs across all branches.
• Develop, maintain, and standardize technical support processes, troubleshooting standards, and escalation practices.
• Promote collaboration, accountability, professionalism, and continuous improvement within the technical support organization.

Advanced Technical Support and Escalation

• Provide dealership-wide support for complex or unresolved equipment issues involving hydraulic, electrical, engine, emissions, and machine systems.
• Lead technical escalation procedures, DSN/OEM communication, factory support requests, and high-impact customer or machine downtime situations.
• Assist service teams with repair strategy development, root cause analysis, and technical recommendations.
• Ensure technical documentation, escalation details, and communication are accurate, complete, and consistent.

Repair Performance, Failure Analysis, and Product Problem Management

• Lead initiatives that improve fix-first-time, one-trip repair performance, repair quality, machine uptime, and customer satisfaction.
• Identify, document, and monitor recurring product concerns, technical trends, unusual failures, and field issues requiring corrective action.
• Coordinate Product Problem Management activities and work with Caterpillar, DSN, OEM representatives, Warranty, and service teams as needed.
• Develop technical recommendations and strategies to reduce repeat repairs, unnecessary travel, and machine downtime.

Technical Capability Development and Communication

• Provide technical leadership, mentoring, and guidance to TC personnel, technicians, and service teams.
• Support development of troubleshooting standards, best practices, technical training, and knowledge-sharing activities.
• Prepare service teams for new product introductions, technical changes, bulletins, service letters, and product updates.
• Maintain consistent technical communication processes across supported branches.

Cross-Functional Collaboration and Performance Management

• Partner with Service Managers, Product Support, Parts Operations, Warranty, Training, Caterpillar representatives, and operational leaders to improve service execution and business performance.
• Establish department goals, performance expectations/goals, and measurable metrics.
• Monitor workload, response times, technical quality, and department performance to identify improvement opportunities.
• Conduct performance evaluations (PADS) and provide coaching that supports employee development. Engage with employees and support the company’s EOS initiatives.

Safety, Values, and Work Environment

• Promote and demonstrate all company safety standards, environmental practices, and Quinn values.
• Ensure compliance with company safety policies and environmental requirements.
• Support an inclusive, respectful, professional, and team-focused work environment.

COMPENTENCIES

• Leadership and People Development: Leads teams effectively, develops employees, and supports a culture of accountability and continuous improvement.
• Technical Expertise: Applies advanced Caterpillar diagnostic knowledge, builds and shares technical expertise, and aligns decisions with business goals.
• Planning and Prioritization: Uses strong strategic planning and organizational skills to manage competing operational demands.
• Communication and Influence: Communicates clearly and professionally, listens actively, writes effectively, and builds alignment across cross-functional teams.
• Problem Solving and Improvement: Analyzes complex issues, develops practical solutions, and leads change and process improvement initiatives.
• Customer Focus: Maintains a strong customer-focused mindset and supports service quality across the organization.
• Diversity: Respects cultural differences, promotes inclusion, and supports EEO principles.
• Ethics: Acts with integrity, keeps commitments, upholds values, and respects diversity.
• Professionalism: Treats others respectfully, stays composed, takes responsibility, and follows through.
• Adaptability: Adapts to change, manages competing demands, and handles unexpected events effectively.
• Initiative: Pursues development, seeks improvements, offers help, and applies feedback.

SUPERVISORY RESPONSIBILITIES

Manages Technical Communicators within the organization.  Is responsible for the overall direction, coordination, and evaluation of this unit.  Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

Bachelor's degree from a four-year college or university in Engineering, Business or related field preferred (Associate’s Degree required) and 10+ years of experience; including previous experience with Caterpillar equipment, technical leadership & Caterpillar Dealer experience; or equivalent combination of education and experience.

• Technical Expertise: Advanced knowledge of Caterpillar machine systems, Cat ET, SIS, DSN, warranty processes, and Product Problem Management.
• Team Leadership: Proven experience leading technical teams and managing complex diagnostic operations.
• Training and Process Development: Experience developing technical training, procedures, and organizational initiatives that support consistent service execution

LANGUAGE SKILLS

Ability to communicate in writing clearly and effectively; Must be able to read and comprehend the necessary technical manuals.  Ability to write routine reports and correspondence.  Ability to speak effectively with customers or employees of organization.

CERTIFICATES, LICENSES, REGISTRATIONSDriver’s License and in good standing.

Responsibilities

Technical Support Leadership and Operations
- Lead, supervise, mentor, and develop Technical Communicator and Technical Support Technician personnel.
- Set priorities, assign technical resources, and balance workloads to support operational needs across all branches.
- Develop, maintain, and standardize technical support processes, troubleshooting standards, and escalation practices.
- Promote collaboration, accountability, professionalism, and continuous improvement within the technical support organization.
Advanced Technical Support and Escalation
- Provide dealership-wide support for complex or unresolved equipment issues involving hydraulic, electrical, engine, emissions, and machine systems.
- Lead technical escalation procedures, DSN/OEM communication, factory support requests, and high-impact customer or machine downtime situations.
- Assist service teams with repair strategy development, root cause analysis, and technical recommendations.
- Ensure technical documentation, escalation details, and communication are accurate, complete, and consistent.
Repair Performance, Failure Analysis, and Product Problem Management
- Lead initiatives that improve fix-first-time, one-trip repair performance, repair quality, machine uptime, and customer satisfaction.
- Identify, document, and monitor recurring product concerns, technical trends, unusual failures, and field issues requiring corrective action.
- Coordinate Product Problem Management activities and work with Caterpillar, DSN, OEM representatives, Warranty, and service teams as needed.
- Develop technical recommendations and strategies to reduce repeat repairs, unnecessary travel, and machine downtime.
Technical Capability Development and Communication
- Provide technical leadership, mentoring, and guidance to TC personnel, technicians, and service teams.
- Support development of troubleshooting standards, best practices, technical training, and knowledge-sharing activities.
- Prepare service teams for new product introductions, technical changes, bulletins, service letters, and product updates.
- Maintain consistent technical communication processes across supported branches.
Cross-Functional Collaboration and Performance Management
- Partner with Service Managers, Product Support, Parts Operations, Warranty, Training, Caterpillar representatives, and operational leaders to improve service execution and business performance.
- Establish department goals, performance expectations/goals, and measurable metrics.
- Monitor workload, response times, technical quality, and department performance to identify improvement opportunities.
- Conduct performance evaluations (PADS) and provide coaching that supports employee development. Engage with employees and support the company’s EOS initiatives.
Safety, Values, and Work Environment
- Promote and demonstrate all company safety standards, environmental practices, and Quinn values.
- Ensure compliance with company safety policies and environmental requirements.
- Support an inclusive, respectful, professional, and team-focused work environment.
COMPENTENCIES
- Leadership and People Development: Leads teams effectively, develops employees, and supports a culture of accountability and continuous improvement.
- Technical Expertise: Applies advanced Caterpillar diagnostic knowledge, builds and shares technical expertise, and aligns decisions with business goals.
- Planning and Prioritization: Uses strong strategic planning and organizational skills to manage competing operational demands.
- Communication and Influence: Communicates clearly and professionally, listens actively, writes effectively, and builds alignment across cross-functional teams.
- Problem Solving and Improvement: Analyzes complex issues, develops practical solutions, and leads change and process improvement initiatives.
- Customer Focus: Maintains a strong customer-focused mindset and supports service quality across the organization.
- Diversity: Respects cultural differences, promotes inclusion, and supports EEO principles.
- Ethics: Acts with integrity, keeps commitments, upholds values, and respects diversity.
- Professionalism: Treats others respectfully, stays composed, takes responsibility, and follows through.
- Adaptability: Adapts to change, manages competing demands, and handles unexpected events effectively.
- Initiative: Pursues development, seeks improvements, offers help, and applies feedback.
 
SUPERVISORY RESPONSIBILITIES
Manages Technical Communicators within the organization. Is responsible for the overall direction, coordination, and evaluation of this unit.  Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.