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Product Support

4 months ago

Bloomington, United States Ziegler Cat Full time
Ziegler CAT has an opening for a Product Support - Process Support Specialist person to provide system support for parts and service operations personnel; monitor compliance with product support policies and procedures; and assist users and other system coordinators as necessary.
Responsibilities:
  • Receives and investigates all product support "help" calls
  • Provides support to parts, service and warranty operations personnel
  • Submits daily, weekly, and monthly reporting jobs and distributes output
  • Retrieves and analyzes system data for various users
  • Create product support summaries
  • Maintain master data tables and SharePoint site
  • Reviews and tracks status of projects and communicates status updates to management
  • Provide training in one on one , in a group or Teams/Zoom on existing and new systems
  • Assists in coordinating system updates including labor rates, miscellaneous sell rates (oil prices, etc.), and factory passwords
  • Assists in system upgrade testing prior to implementation into production
  • Assists in updating and communicating warranty labor rate changes
  • Develops and maintains document procedures and processes
  • Assists in developing and communicating new user procedures
  • Creates program claims to recover funds from manufacturer
  • Audits, approves, and processes promotional claims
  • Produces business analytics reports
  • Assists in calculating and applying program discounts on parts and service documents
  • Participates in new software/process rollouts
  • Assists in monthly account reconciliations
  • Assists in managing service software subscriptions
  • Works in a cooperative manner with team and superiors
  • Special projects and all other duties as assigned

Qualifications:

  • 2-year degree required, 4-year degree preferred
  • 1-3 years administrative or user support experience
  • Knowledge in the D365 System is beneficial as primary role is to support users through the LanDesk/Ivanti ticket system
  • Strongwritten and verbal communication skills
  • Basic skillswith Microsoft Office
  • Thrives in a fast-paced work environment
  • Great organizational skills
  • Personal Attributes: Attention to Detail, Problem Solving, Efficiency, Planning and Organization, Teamwork

Travel:

  • Up to 1-10% travel

Minimum Physical Requirements:

  • Using hands, talking, hearing

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.

Ziegler Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color or creed, religion, ancestry, national origin, sex, sexual orientation, gender identity, pregnancy, affectional preference, disability, age, marital status, familial status, protected veteran status, status with regard to public assistance, membership or activity in a local commission dealing with discrimination, or any other protected class status.

For more information about your equal employment opportunity rights and protections, click here.

For information about your Family and Medical Leave Act rights, click here, and for information about the Employee Polygraph Protection Act, click here.

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Special Assistance Request Form | Ziegler CAT

Ziegler Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, age, status as a protected veteran, status as a qualified individual with a disability, or any other protected class status.