Responsibilities:
• Performs and assists with technical support line problem resolutions
• Provides information, coaching, and troubleshooting on machines, engines, parts and/or repairs
• Trains technical support staff on product knowledge, work flow processes, and customer service & communication skills
• Performs field visits with internal and OEM personnel to resolve escalated customer issues
• Communicates with manufacturers for product updates and safety issues
• Works collaboratively on a team.
• Mentors, coaches and develops technical support personnel.
• Assists with training curriculum and technical content.
• Assists the technical support supervisor with meetings and setting support metrics, 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.
• Supports 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.
• Coaches internal customers on technical aspects of Ziegler’s product lines.
• Communicates with factory engineers on product problems.
• Provides information, coaching and troubleshooting on machines, engines, parts and/or repairs.
• Assists Parts personnel (ie. helps locate hard-to-find parts when Parts Supervisors are unable to help).
• 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
• 5+ years related experience
• Strong knowledge of product lines, procedures, and problem solving protocols
• Supports various levels of employees on questions and problem solving
• Good computer skills with knowledge of MS Powerpoint, MS Excel and Word
• Excellent communication skills - both verbal and written
• Strong customer service skills
• Technical, operational, or support and service knowledge of product line is required
• Intermediate industry knowledge is required
• Personal attributes: Attention to Detail, Customer Focus, Leadership, Planning and Organization, Problem Solving, Teamwork
Travel:
• Able to travel up to 25% 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
$30.25 to $37.83Starting 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.
Top Skills
What We Do
Ziegler CAT is one of the largest and most successful Cat® dealers in the U.S., representing the full line of industry-leading Cat equipment, generators, and truck engines in Minnesota and Iowa. We also sell and support Brandt®, Challenger®, LEXION®, Ag-Chem™, Sunflower®, and White Planters® agricultural equipment in Minnesota, Iowa, Wisconsin, and Missouri.
Our Vision is to satisfy customers with innovative solutions that set the standard for value in the markets we serve. Our Mission is to enhance the value of the high quality products we supply with support services that together contribute to the success of our customers, their communities and ourselves. We strive for excellence and integrity in the conduct of our business.
