Quinn Group, Inc

Quinn Group, Inc

Technical Communicator Supervisor

City of Industry, Los Angeles County

Sponsorship not specified$90k-$105kDetected 1 day ago
Process ImprovementPerformance ManagementCustomer SupportLeadershipCommunicationCollaborationProblem SolvingMentoringAdaptabilityOrganizational Skills

About the role

  • 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.
  • include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Responsibilities

  • 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.
  • 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.
  • 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.
  • Develop technical recommendations and strategies to reduce repeat repairs, unnecessary travel, and machine downtime.
  • Support development of troubleshooting standards, best practices, technical training, and knowledge-sharing activities.

Requirements

  • Advanced knowledge of Caterpillar machine systems, Cat ET, SIS, DSN, warranty processes, and Product Problem Management.
  • 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.

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.
  • CERTIFICATES, LICENSES, REGISTRATIONS Driver's License and in good standing.

Compensation

  • $90k-$105k

Equal opportunity

  • Respects cultural differences, promotes inclusion, and supports EEO principles.
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