Ag Application Technical Communicator

Ziegler Cat has an opening for a Technical Communicator to join their growing team. This position will be responsible for resolving internal and external customer's technical support requests on Ziegler's products. This position will focus on mentoring and imparting technical knowledge on to developing technical support personnel. This Technical Communicator will work with the rest of the technical support team to provide prompt customer support request resolutions and take responsibility for issues that are difficult to solve.

Responsibilities:

• Performs and assists with technical support line problem resolutions
• Provides information, coaching, and troubleshooting on machines, engines, parts and/or repairs
• Trains technical support staff on product knowledge, work flow processes, and customer service & communication skills
• Performs field visits with internal and OEM personnel to resolve escalated customer issues
• Communicates with manufacturers for product updates and safety issues
• Works collaboratively on a team.
• Mentors, coaches and develops technical support personnel.
• 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.
• Supports product problem management progression and resolution with various OEMs
• Assists customers with on-going product problems.
• Resolves escalated customer issues.
• Consults on goodwill negotiations with customers and OEMs.
• Coaches internal customers on technical aspects of Ziegler’s product lines.
• Communicates with factory engineers on product problems.
• Provides information, coaching and troubleshooting on machines, engines, parts and/or repairs.
• Assists Parts personnel (ie. helps locate hard-to-find parts when Parts Supervisors are unable to help).
• 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
• 5+ years related experience
• Strong knowledge of product lines, procedures, and problem solving protocols
• Supports various levels of employees on questions and problem solving
• Good computer skills with knowledge of MS Powerpoint, MS Excel and Word
• Excellent communication skills - both verbal and written
• Strong customer service skills
• Technical, operational, or support and service knowledge of product line is required
• Intermediate industry knowledge is required
• Personal attributes: Attention to Detail, Customer Focus, Leadership, Planning and Organization, Problem Solving, Teamwork

Travel:

• Able to travel up to 25% of time