Technical Services Call Center Agent and Project Specialist

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

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Life insurance

PTO 15 days

9 paid holidays

401(k) plan with company match

HSA (Health Savings Account)

Disability insurance

Parental & Funeral leave

Fitness membership discount

Education assistance

Job summary

Ziegler CAT is seeking a Technical Services Coordinator to join our growing team in Minnesota. This entry-level role supports customers and end-users, becoming an expert on Ziegler technology and equipment.

You will be the first line of technical support and work with Technical Support, Service, Parts, and Rental teams to resolve requests. Key duties include handling calls, creating support tickets, researching issues, and assisting with training content.

Qualifications

• HS diploma or GED required; associate degree preferred
• Technical or bachelor’s degree preferred (2-year tech or 4-year)
• Strong computer skills with MS Office applications
• Clear communication and customer service focus
• Basic technical knowledge related to product line is preferred
• Willingness to work nights and weekends

Responsibilities

• Answer technical support calls and log tickets in the ticketing system
• Resolve basic technical support requests for Ziegler equipment
• Research and escalate more complex issues with senior staff
• Assist with training and administrative duties for support activities
• Develop product knowledge and create resources on current products
• Coordinate with Parts, Rental, and Services for customer calls and data sharing
• Report product issues and updates to senior staff
• Generate metrics and reports for the technical support department
• Support warranty claim processes and related documentation

Skills

Customer service

Excellent communication

MS PowerPoint

MS Excel

MS Word

Education

High School Diploma or GED

2-year technical or 4-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

• Upto 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. Fulfill your calling by starting a career with Ziegler today!

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. 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.