Ziegler Cat has an opening for a Technical Communicator to join their growing team. This is an excellent opportunity for a motivated and hard working individual to start at the ground level of supporting customers and end-users and becoming an expert on Ziegler technology and equipment products. This position is responsible for resolving internal and external customers technical support requests on Ziegler’s products. He or she will work with the rest of the technical support team to provide prompt customer support request resolutions. This position will also provide coaching and technical knowledge to developing technical support personnel. 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 escalated 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. - Coaches and develops technical support personnel. - Trains in tier 1 technical support staff on product knowledge and work flow processes. - Assists with training curriculum and technical content. - Assists the technical support supervisor with meetings and setting support metrics, and keeping staff technically up to date on current and emerging products. - Assists with new product introduction and integration in to Ziegler’s product portfolio. - Coaches internal customers on technical aspects of Ziegler’s product lines. - Assists Parts personnel (ie. helps locate hard-to-find parts when Parts Supervisors are unable to help). - Supports product problem management progression and resolution with various OEMs. - Assists customers with on-going product problems. - Consults on goodwill negotiations with customers and OEMs. - Performs and assist with technical support line problem resolutions. - Communicates with factory engineers on product problems. - Communicates with manufacturers for product updates and safety issues. - Provides information, coaching and troubleshooting on machines, engines, parts and/or repairs. - 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 required - 2-year technical or 4-year bachelors degree preferred - 3+ years related experience - Working knowledge of product lines, procedures, and problem solving protocols - Supports entry-level employees on basic questions - Good computer skills with knowledge of MS Powerpoint, MS Excel and Word - Excellent communication skills - both verbal and written - Customer service skills - Basic technical, operational, or support and service knowledge of product line is required - Related industry knowledge is required - Personal attributes: Attention to Detail, Customer Focus, Learning Orientation, Planning and Organization, Problem Solving, Teamwork Travel: Able to travel up to 10% of time Minimum Physical Requirements: - Standing, walking, using hands, talking, hearing - Working 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. Ziegler Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color or creed, religion, ancestry, national origin, sex, sexual orientation, gender identity, pregnancy, affectional preference, disability, age, marital status, familial status, protected veteran status, status with regard to public assistance, membership or activity in a local commission dealing with discrimination, or any other protected class status. For more information about your equal employment opportunity rights and protections, click here and here . For information about your Family and Medical Leave Act rights, click here , and for information about the Employee Polygraph Protection Act, click here. For information about Pay Transparency Nondiscrimination Special Assistance and Accommodation for Applicants with Disabilities
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