Technical Services Call Center Agent and Project Specialist

Ziegler Cat; Minneapolis (MN); On-site; USD 32,000 - 39,000; Full time

Benefits offered by this job

Health insurance

PTO – 15 days to start

9 paid holidays

401(k) + match

HSA

STD/LTD Insurance

FSA & EAP

Paid Parental Leave

Fitness membership discount

Education assistance

Job summary

Ziegler CAT in Minnesota is seeking a Technical Services Coordinator for an entry-level role. You will be the frontline technical support contact, handling calls and tickets and working with the team to resolve requests.

You will grow product knowledge, assist with training, and collaborate with Technical Support, Service, Parts and Rental to support customers and end-users. This role offers learning opportunities, exposure to a wide range of equipment, and a path to becoming an expert in

Qualifications

• High School Diploma or GED; 2-year technical or 4-year degree preferred.
• Proficient with MS PowerPoint, Excel and Word.
• Strong verbal and written communication; customer service focus.
• Willing to work nights and weekends; travel up to 10%.

Responsibilities

• Answer initial customer calls on the technical support line and create tickets.
• Resolve basic technical support requests for Ziegler equipment.
• Research, evaluate and solve more complex issues with guidance from senior staff.
• Assist technical support with administrative duties related to training and support activities.
• Develop product knowledge and resources on current and emerging products.

Skills

Customer service

Communication

Teamwork

Attention to detail

Planning and organization

Problem solving

Learning orientation

Education

High School Diploma or GED

Two-year technical degree or four-year bachelor’s degree preferred

Tools

MS PowerPoint

MS Excel

MS Word

Job description

Ziegler CAT has an opening for a Technical Services Coordinator to join their growing team. This is an excellent entry-level opportunity for a motivated and hardworking individual to start at supporting customers and end-users and work to become an expert on Ziegler technology and equipment products. This position will be the front line to the customer on the technical support telephone line and will work with the rest of the technical support team to provide exceptional customer support request resolutions. This position will work with multiple areas of Ziegler’s 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 Ziegler equipment.
• Research, evaluate, and solve more complicated issues through training from senior staff and utilization of resources.
• Assist the technical support team with various administrative duties related to training and support activities.
• Perform administrative duties related to training curriculum and technical content, including team hot topics.
• Develop product knowledge and resources on current and emerging products.
• 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.
• Communicate with senior support staff on product problems, product updates, and safety issues.
• Generate reports on various technical support department metrics and monetary information.
• 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 preferred
• Good computer skills with knowledge of MS PowerPoint, MS Excel and Word
• Excellent communication skills - both verbal and written
• Customer service skills
• Basic technical, 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 nights and weekends
• Travel: Up to 10%

Minimum Physical Requirements: Sitting , Standing, walking, using hands, talking, hearing

Working Conditions will be indoor. Noise level may be low to 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.

The pay range for this position is $23.29 to $27.91 Starting wage is dependent on skills, experience, education and location. Pay range may vary by 10% depending upon the applicant’s location.

Benefits

• 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

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.

What We Can Offer You

• Competitive pay
• Health, dental/orthodontia, vision & life insurances
• Paid time off (PTO) – 15 days to start
• 9 Paid holidays
• 401(k) contributions & match HSA, Ziegler contributes up to $1000 tax-free annually
• STD & LTD Insurance, FSA & EAP
• Paid Parental Leave & Funeral Leave
• Fitness membership discount
• Ongoing training
• Education assistance
• Advancement opportunities
• Safe, clean, and friendly work environment
• Military Friendly

Ziegler employs a wide variety of former U.S. Armed Services personnel. We actively hire those with prior military experience and accommodate the needs of Reserve and National Guard members.

Build Your Career at Ziegler

Ziegler sells and services CAT® construction and mining equipment, generators and industrial engines in Minnesota and Iowa, as well as AGCO agricultural equipment across Minnesota, Iowa and Missouri.

Ziegler has a team focus, a first-class reputation for service, and a healthy work-life balance.

We train our employees to do things the Ziegler Way — the right way —and then we take it one step further.

If you’re a talented, hard-working and down-to-earth person, you’ll fit in perfectly here.