Power Systems Technical Specialist

Ziegler Caterpillar; Des Moines (IA); On-site; USD 45,000 - 58,000; Full time

Job summary

Ziegler Cat in Des Moines, IA, seeks a Power Systems Technical Specialist to handle technical support for industrial engines and electrical power generation systems. You will be the frontline for internal and external customers, generating tickets and coordinating with senior staff on resolution.

Responsibilities include resolving basic issues, researching complex problems, and assisting with training and administrative duties within the support department. Travel up to 10% may be required.

Qualifications

• High School Diploma or GED required.
• 2-year technical or 4-year bachelor's degree preferred.
• 2+ years of technical, operational experience with industrial engines and EPG.
• Good computer skills with MS PowerPoint, Excel and Word.
• Excellent communication skills (verbal, phone and written).
• Customer service oriented with a collaborative mindset.
• Experience with CAT engines is a plus.
• Attentive, organized, and team-oriented.

Responsibilities

• Answer initial technical support calls and generate tickets.
• Resolve basic technical issues with Ziegler equipment.
• Research and escalate complex issues with senior staff and OEM resources.
• Assist with training and administrative duties for the support dept.
• Collaborate with the technical support team to resolve problems.

Skills

Technical knowledge

MS Office

Verbal and written communication

Customer service

Attention to detail

Teamwork

Education

High School Diploma or GED

2-year technical or 4-year bachelor

Tools

Ticketing database

CAT engines experience

Job description

Ziegler Cat has an opening for a Power Systems Technical Specialist 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

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.

SEE YOURSELF AT ZIEGLER

Founded in 1914, Ziegler is a third-generation, family-owned CAT dealer with over 2400 employees across 30+ locations in Minnesota, Iowa and northern Missouri. Since day one Ziegler has had the same philosophy- if the customer is successful- then Ziegler will be successful. That is why Ziegler is committed to providing employees with the best possible work environment and the right tools for career development. This means great benefits, work/life balance, and ongoing professional development and training. Fulfill your calling by starting a career with Ziegler today!

The pay range for this position is

$33.64 to $42.05

Starting wage is dependent on skills, experience, education and location. Pay range may vary by 10% depending upon the applicant’s location. Along with competitive pay, full time positions are benefits eligible which includes:

• Health, Dental, Vision and Life Insurance

• 15 days of PTO your first year, accrual starts day 1

• 9 paid holidays

• 401(k) plan with company contribution and match

• HSA (Health Savings Account), Ziegler contributes up to $1000 tax-free each year

• Short-Term and Long-Term Disability Insurance, FSA & EAP

• Paid Parental Leave & Funeral Leave

• Fitness membership discount

• Education Assistance

At Ziegler Inc. we’re committed to equal opportunity. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.