Customer Support Coordinator

Job Posted: October 20th, 2021

Location: Minneapolis, Minnesota, US

Do you have basic knowledge of construction and/or agricultural equipment and are looking to start with a great company? Ziegler CAT has an opening for a Customer Support Coordinator to join their growing team. In this position you will provide an exceptional customer experience on our technical support telephone line. You will work with multiple areas of Ziegler businesses, including Technical Support, Service, Parts and Rental. The Technical Services Coordinator (TSC) receives telephone calls and or responds to internet requests from Ziegler Technicians and Customers.

Responsibilities:

  • Provide exceptional customer experience by answering initial customer telephone calls from the technical support line and generates support tickets for the technical support staff maintaining work-flow in the ticketing database.
  • Resolve basic technical support requests from internal and external customers regarding heavy and agricultural equipment.
  • Assist with administrative duties related to new product introduction and integration into Ziegler’s product portfolio.
  • Assist with Parts, Rental and Services related customer calls, documenting and forwarding information to the correct person(s) or groups in accordance with escalation standards.
  • Report product problem management issues to senior technical support staff.
  • Generate awareness of customer frustrations that could lead to escalated resolution needs such as good will requests.
  • Assist with warranty claims and provide information to assist them in filing claims.


Qualifications:

  • High School Diploma or GED required
  • 2-year technical or 4-year bachelor’s degree helpful
  • Good computer skills with knowledge of MS PowerPoint, MS Excel and Word
  • Excellent communication skills - both verbal and written
  • Customer service skills
  • Basic mechanical, operational, or support and service knowledge of product line is preferred
  • Related industry knowledge is preferred
  • Personal attributes: Customer Focus, Attention to Detail, Learning Orientation, Planning and Organization, Problem Solving, Teamwork
  • Ability to work some nights and weekends


Travel:

  • Up to 10%
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