Technical Communicator – Product Support

About the role

The Technical Communicator acts as the bridge between the branch and Head Office, ensuring product issues are captured, analysed and resolved efficiently. You will support technicians, manage warranty failures and produce clear presentations for product groups.

Key responsibilities

• Monitor product problems within the branch and advise technicians on corrective actions.
• Prioritise and follow‑up warranty machine failures, coordinating with the product group when needed.
• Review DSN reports daily, identify root causes and escalate unresolved issues.
• Interpret Priority & Safety Service Letters and communicate relevant actions.
• Visit sites for critical failures, observe issues firsthand and document findings.
• Guide the team in detailed reporting, including photographs and full documentation.
• Prepare and deliver product problem presentations to the product group.
• Execute the Send‑It‑Back process and update ET and SIS tools.
• Promote the brand image and ensure compliance with company, QHSE and environmental policies.

Required profile

• Graduate or Diploma with strong MS Office skills.
• Prior experience in a technical support or field service role, preferably with heavy equipment.
• Proven ability to analyse product issues and suggest corrective actions.
• Excellent analytical, interpersonal and communication abilities.
• Team‑player attitude with a focus on professional conduct.

Required skills

• MS Office – Excel and PowerPoint.
• Familiarity with product problem management systems (e.g., DSN).
• Ability to create detailed presentations and reports.

What we offer

• Opportunity to work closely with Head Office and product engineering teams.
• Exposure to a variety of heavy equipment and technical challenges.
• Professional development in technical communication and product support.