Technical Services Coordinator - Frontline Tech Support

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

Benefits offered by this job

Health, Dental, Vision and Life Ins.,

15 days of PTO first year

9 paid holidays

401(k) plan with company match

HSA (Health Savings Account)

Disability Insurance

Paid Parental Leave & Funeral Leave

Fitness membership discount

Education Assistance

Job summary

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

You’ll be the first point of contact on the technical support line, working with Technical Support, Service, Parts and Rental to resolve requests. Responsibilities include handling calls, creating tickets, resolving basic issues, and assisting with training and documentation while

Qualifications

• Requires High School Diploma or GED
• Technical or 4-year bachelor’s degree preferred
• Proficient with MS PowerPoint, MS Excel, and Word
• Excellent verbal and written communication
• Customer service skills
• Knowledge of product line or related industry preferred
• Personal attributes: customer focus, attention to detail, learning orientation, planning and organization, problem solving, teamwork
• Ability to work nights and weekends

Responsibilities

• Provide exceptional customer experience by answering initial calls and generating support tickets
• Resolve basic technical support requests for internal and external customers
• Research, evaluate, and solve more complex issues with training from senior staff
• Assist the technical support team with administrative duties related to training and support activities
• Perform admin duties related to training curriculum and technical content
• Develop product knowledge and resources on current and emerging products
• Assist with new product introductions and integration into Ziegler’s product portfolio
• Assist with Parts, Rental and Services related calls and document/escalate information
• Report product problems to senior technical support staff
• Communicate product updates and safety issues to senior staff
• Generate reports on department metrics and monetary information
• Identify customer frustrations that could lead to escalated resolution
• Assist with warranty claims and provide information to help filing claims

Job description

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

You’ll be the first point of contact on the technical support line, working with Technical Support, Service, Parts and Rental to resolve requests. Responsibilities include handling calls, creating tickets, resolving basic issues, and assisting with training and documentation while