Aftermarket Support Technology Advisor

2 weeks ago

Statesville, North Carolina, United States Doosan Bobcat Full time



Position Overview

Be a Part of Our Innovative Team

At Doosan Bobcat, we pride ourselves on being at the forefront of innovation, driven by a diverse team dedicated to excellence. We are looking for individuals who are passionate about making a difference and contributing to our mission of empowering people.

Our work environment is built on collaboration and creativity, fostering both personal and professional development. We offer competitive benefits to support your life beyond work. If you are eager to make a significant impact in the industry, we invite you to explore this opportunity.

The Aftermarket Service Technology Specialist plays a crucial role in ensuring the effective operation and enhancement of global systems and software used by our Aftermarket Service teams. This position serves as a Subject Matter Expert (SME), providing extensive system administration support, leading system initiatives, and collaborating with both internal and external partners to promote continuous improvement efforts. Furthermore, this role is responsible for managing support and resolution processes, driving technological advancements, and ensuring adherence to global standards.



Key Responsibilities

System Administration and Expertise

  • Act as a Subject Matter Expert (SME) to provide system administration support for global systems and software utilized by Aftermarket Service teams.
  • Ensure effective distribution of content created by Aftermarket Service teams to relevant content distribution systems.
  • Take the lead on system administration tasks, leveraging expertise to minimize operational disruptions.
  • Provide training and mentorship to system users to promote efficient technology utilization.

Project Leadership and Implementation

  • Oversee the evaluation, testing, and implementation of system/software project launches, upgrades, and enhancements.
  • Coordinate communication and training for system launches, enhancements, and process modifications to stakeholders.
  • Manage the creation and upkeep of training documentation for content distribution systems.

Collaboration and Stakeholder Engagement

  • Serve as the primary contact for engineering information teams, external consultants, and contractors to support system launches and daily inquiries.
  • Work with global stakeholders to identify and pursue opportunities for system improvements and process enhancements.
  • Build and maintain strong relationships with internal and external partners to ensure effective guidance and support.

Support and Problem Resolution

  • Facilitate thorough analysis, resolution, and escalation of service support tickets to ensure effective problem resolution.
  • Lead system support for document distribution, archiving processes, and content creation or support by the Service department.
  • Escalate complex issues to internal and external teams to ensure timely resolution.

Innovation and Compliance

  • Identify and develop innovative global technologies and automation processes to enhance content creation and delivery capabilities.
  • Administer the global standards system and governance to ensure compliance with established protocols.
  • Participate actively in internal team and contractor meetings to stay informed about ongoing systems and process developments.



Qualifications

  • Education: Bachelor's degree in Computer Information Systems, Technology, or a related field, or equivalent experience.
  • Experience: 3-5 years of relevant experience.
  • Familiarity with DITA XML architecture used in PTC Arbortext for support ticket management.
  • Proficient in troubleshooting software and system issues, with a proven track record of resolving complex problems.
  • Strong understanding of software systems databases and content management systems (CMS), with the ability to customize these systems.
  • Proficient in Microsoft Office Suite, including SharePoint, Power Automate, and Microsoft Forms.
  • Experience with PTC Windchill.
  • Excellent communication skills, capable of conveying technical information to both technical and non-technical audiences.
  • Experience engaging with internal teams, external consultants, contractors, and global stakeholders to foster collaboration.
  • Demonstrated project leadership skills to guide and direct actions for new or upgraded systems and processes.
  • Ability to provide leadership and mentorship to junior team members.
  • Strong documentation skills for systems, processes, and training materials with attention to detail.
  • Ability to manage multiple tasks and prioritize workload effectively.
  • Demonstrated capability to work independently while also collaborating effectively within a team environment.
  • Proven adaptability to changing priorities and ability to work effectively under pressure.
  • Willingness to travel 10-24% of the time.



Doosan Bobcat is committed to fostering an inclusive and diverse workforce. We are an Equal Opportunity Employer, and all qualified applicants will receive consideration for employment without regard to any protected status.

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