Power Systems Technical Specialist

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 content

• Develops product knowledge and resources on current and emerging products.

• Assists with administrative duties related to new product introduction and integration into Ziegler’s 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 required

• 2-year technical or 4-year bachelors degree preferred

• 2+ 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 Word

• Excellent communication skills - both verbal, phone and written

• Customer service skills

• Experience with CAT engines a plus

• Personal attributes: Attention to Detail, Customer Focus, Learning Orientation, Planning and Organization, Problem Solving, Teamwork

Travel:

• Able to travel up to 10% of time