About Mantrac:
Mantrac is one of the world's leading Caterpillar dealers, serving customers across 11 countries in Africa and the Middle East, with additional offshore operations in the UK and China.
We support key industries including construction, mining, agriculture, energy, and oil & gas by delivering world-class equipment, power solutions, and industry-leading aftersales support. Backed by a commitment to operational excellence and innovation, we help our customers maximize productivity and achieve sustainable growth.
About the Role:
Lead the Technical Communication function for Construction, SEM, and Paving Machines across Mantrac territories, ensuring technical excellence, effective issue resolution, continuous improvement, and adherence to Caterpillar standards.
Key Responsibilities:
- Lead and support the Technical Communicator team in resolving complex technical issues using Caterpillar systems and resources (SIS, SIMSi, TMI, DSN, etc.).
- Ensure timely and high-quality technical reporting, escalation, and communication between Business Units (BU), COE, and Caterpillar.
- Monitor team performance and drive continuous improvement in technical support, reporting quality, and customer satisfaction.
- Provide coaching, mentoring, and training to Technical Communicators and service personnel.
- Support resource planning, project activities, product problem reporting, and implementation of new products and systems.
- Analyze recurring technical issues and recommend corrective actions to improve product reliability and service effectiveness.
Job Requirements:
- Bachelor's degree in Engineering
- Minimum 5–8 years of experience in the heavy equipment industry, including extensive hands-on experience with Caterpillar machines, diagnostic tools, and product support processes
- Previous Technical Communicator or technical support experience is preferred.
- Strong knowledge of Construction Equipment, SEM, and Paving Machines.
- Ability to read and interpret Caterpillar electrical and hydraulic schematics, service manuals, and parts books.
- Solid understanding of machine electrical, hydraulic, engine, and powertrain systems.
- Proficiency in Caterpillar systems such as SIS, SIMSi, TMI, DSN, ET, and Product Link.
- Strong troubleshooting, root cause analysis, and problem-solving skills.
- Leadership experience with the ability to coach and develop technical teams.
- Excellent communication, reporting, and presentation skills.
- Fluent in English, both written and spoken.
- Advanced proficiency in Microsoft Office applications, particularly Excel, PowerPoint, and PDF tools.
- Strong organizational and project management skills.
- Customer-focused with a commitment to service excellence.
- Ability to work in a fast-paced, multicultural environment.
