Aftermarket Service Technology Expert

1 week ago

Statesville, North Carolina, United States Doosan Bobcat North America, Inc Full time

*Position Overview*

Be a Part of Innovative Solutions

At Doosan Bobcat North America, we pride ourselves on being at the forefront of innovation within the industry. Our dedicated team is essential to our success, and we are looking for individuals who are eager to contribute to our mission of excellence.

Our workplace culture emphasizes teamwork and creativity, fostering an environment where personal and professional development is encouraged. We offer competitive benefits that support a balanced life outside of work. If you are seeking a role where you can make a significant impact, 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 utilized by the Aftermarket Service teams. This position serves as a Subject Matter Expert (SME), providing extensive system administration support, leading projects, and collaborating with both internal and external partners to promote continuous improvement initiatives. Additionally, 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) providing system administration support for global systems and software used by Aftermarket Service teams.
  • Ensure effective distribution of content created by Aftermarket Service teams to relevant content distribution systems.
  • Take charge of system administration tasks, utilizing advanced knowledge to reduce operational disruptions.
  • Provide training and mentorship to system users to enhance efficient utilization.

Project Management and Execution

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

Collaboration and Stakeholder Engagement

  • Act as the primary liaison with engineering information teams, external consultants, and contractors to support system launches and daily inquiries.
  • Work closely with global stakeholders to identify opportunities for system enhancements and process improvements.
  • 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.
  • Knowledge of DITA XML architecture utilized in PTC Arbortext for support tickets.
  • Proficient in troubleshooting techniques for software and system issues, with a proven track record of resolving complex problems.
  • Understanding of software systems databases and content management systems (CMS), with the ability to work with and customize these systems.
  • Experience with Microsoft Office Suite, including SharePoint, Power Automate, and Microsoft Forms.
  • Familiarity with PTC Windchill.
  • Strong communication skills to convey technical information to both technical and non-technical stakeholders.
  • Experience engaging with internal teams, external consultants, contractors, and global stakeholders to foster collaboration.
  • Demonstrated project leadership skills to organize, guide, and direct actions for new or upgraded systems and processes.
  • Ability to provide leadership and mentorship to junior team members.
  • Advanced skills in documenting systems, processes, and training materials with attention to detail.
  • Capacity to manage multiple tasks and prioritize workload effectively.
  • Proven ability to work independently while collaborating within a team environment.
  • Adaptability to changing priorities and ability to work effectively under pressure.
  • Willingness to travel 10-24% of the time.

As part of the Doosan Group, which employs over 43,000 individuals across 38 countries, we are committed to providing products and solutions that empower businesses and communities. Doosan Bobcat is a leading global manufacturer of construction, agriculture, landscaping, and grounds maintenance equipment, attachments, and services.

Doosan Bobcat North America encompasses renowned brands, including Bobcat compact equipment, Doosan portable power products, Ryan and Steiner grounds maintenance equipment, and Geith attachments. We are dedicated to fostering an inclusive and diverse workforce and are an Equal Opportunity Employer.

Important Notice Regarding Job Offers

All legitimate job offers will follow an official selection process.

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