Coaches and mentors technical support personnel.
Trains technical support staff on product knowledge and work flow processes.
Trains technical support staff on customer service and communication skills.
Trains internal and external customers on technical aspects of Ziegler’s product lines.
Maintains and develops training curriculum and technical content.
Assists the technical support supervisor with meetings and setting support metrics, maintaining proper staffing levels 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.
Assists Parts personnel (ie. helps locate hard-to-find parts when Parts Supervisors are unable to help).
Performs field visits with internal and OEM personnel to resolve escalated customer issues.
Coordinates with Technical Support Supervisor on 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.
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.
2-year degree required
5+ years related experience
Advanced industry knowledge is required
Strong knowledge of product lines, procedures, and problem solving protocols
Supports various levels of employees on questions and problem solving
Strong computer skills with knowledge of MS Powerpoint, MS Excel and Word
Excellent communication skills - both verbal and written
Strong presentation skills and able to facilitate various sizes of training sessions
Technical, operational, or support and service knowledge of product line is required
Personal attributes: Attention to Detail, Customer Focus, Learning Orientation, Planning and Organization, Problem Solving, Teamwork
25- 50% travel
In the United States, you can also text “dealertechjobs” to 97211.
Anywhere in the world you can search for jobs on your local Cat dealer website. Click “Find Dealer”