Field Service Technical Specialist at Ziegler

Ziegler Cat has an opening for a Technical Communicator to join their growing team. This position is responsible for resolving internal and external customers technical support requests specific to industrial engines and electrical power generation systems (EPG) . This person will be the front line to the internal and external customers on the technical support line and will work with the rest of the technical support team to provide prompt customer support request resolutions. This position will also assist with various administrative duties for the technical support department.Responsibilities:Answers initial customer calls from the technical support line and generate support tickets for the technical support staff maintaining work-flow in the ticketing database.Resolves basic technical support requests from internal and external customers regarding Ziegler equipment.Researches evaluates and solves more complicated issues through training from senior staff and utilization of various OEM resources.Assists the technical support team with various administrative duties related to training and support activities.Works collaboratively on a team.Performs administrative duties related to training curriculum and technical contentDevelops product knowledge and resources on current and emerging products.Assists with administrative duties related to new product introduction and integration into Zieglers product portfolio.Assists Parts personnel (ie. helps locate hard-to-find parts when Parts Supervisors are unable to help).Reports product problem management issues to senior technical support staff.Resolves daily customer support issues.Communicates with senior support staff on product problems.Communicates with senior support staff on product updates and safety issues.Generates reports on various technical support department metrics and monetary information.Generates awareness of customer frustrations that could lead to escalated resolution needs such as good will requests.Assists with warranty claims providing information to assist them in filing claims.Works in a cooperative manner with team and superiors.Qualifications:High School Diploma or GED required2-year technical or 4-year bachelors degree preferred5 years of technical operational and service expertise with industrial engines and electrical power generation systems (EPG)Good computer skills with knowledge of MS PowerPoint MS Excel and WordExcellent communication skills - both verbal phone and writtenCustomer service skillsExperience with CAT engines a plusPersonal attributes: Attention to Detail Customer Focus Learning Orientation Planning and Organization Problem Solving TeamworkTravel:Able to travel up to 10% of timeMinimum Physical Requirements:Standing walking using hands talking hearingWorking Conditions may be indoor and/or outdoor. Noise level may be moderate at times.This job description is intended to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities duties and skills required for the position. Ziegler Inc. will reasonably accommodate the known disabilities of qualified disabled individuals.SEE YOURSELF AT ZIEGLERFounded in 1914 Ziegler is a third-generation family-owned CAT dealer with over 2400 employees across 30 locations in Minnesota Iowa and northern Missouri. Since day one Ziegler has had the same philosophy- if the customer is successful- then Ziegler will be successful. That is why Ziegler is committed to providing employees with the best possible work environment and the right tools for career development. This means great benefits work/life balance and ongoing professional development and training. Fulfill your calling by starting a career with Ziegler today!The pay range for this position is$33.64 to $42.05Starting wage is dependent on skills experience education and location. Pay range may vary by 10% depending upon the applicants location. Along with competitive pay full time positions are benefits eligible which includes:Health Dental Vision and Life Insurance15 days of PTO your first year accrual starts day 19 paid holidays401(k) plan with company contribution and matchHSA (Health Savings Account) Ziegler contributes up to $1000 tax-free each yearShort-Term and Long-Term Disability Insurance FSA & EAPPaid Parental Leave & Funeral LeaveFitness membership discountEducation AssistanceAt Ziegler Inc. were committed to equal opportunity. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability or status as a protected veteran.Required Experience:IC Key Skills Children Activity,Landscaping,Electronics Engineering,End User Support,Front Office Management,Airlines Employment Type : Full-Time Experience: years Vacancy: 1 Monthly Salary Salary: 33 - 42