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Aftermarket Service Technology Consultant

2 months ago

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

*Position Overview*

Be a Key Player in Our Innovative Team

At Doosan Bobcat North America, we pride ourselves on being at the forefront of innovation. Our team is dedicated to creating solutions that empower individuals and enhance productivity. We are looking for motivated professionals who are eager to contribute to our mission of excellence.

Our work environment is built on collaboration and creativity, fostering both personal and professional development. We offer competitive benefits that support a balanced lifestyle. If you are ready 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 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.

*Key Responsibilities*

System Administration and Expertise

  • Act as a Subject Matter Expert (SME) and provide comprehensive system administration for global systems utilized by Aftermarket Service teams.
  • Manage the distribution of content created by Aftermarket Service teams to ensure it reaches the appropriate audiences.
  • Take ownership of system administration tasks, utilizing advanced knowledge to reduce operational interruptions.
  • Provide training and mentorship to system users to promote effective technology use.

Project Management and Execution

  • Lead the assessment, testing, and rollout of system/software projects, upgrades, and enhancements.
  • Facilitate communication and training for stakeholders regarding system launches and process modifications.
  • Oversee the development and upkeep of training materials 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 operations.
  • Work with global stakeholders to identify areas for system improvements and process enhancements.
  • Establish and maintain strong relationships with internal and external partners to ensure effective support.

Support and Problem Resolution

  • Lead the analysis, resolution, and escalation of service support tickets to ensure efficient problem-solving.
  • Manage system support for document distribution and archiving processes, as well as content creation by the Service department.
  • Escalate complex issues to internal and external teams to ensure timely resolution.

Innovation and Compliance

  • Identify and develop innovative technologies and automation processes to improve content creation and delivery.
  • Administer global standards and governance to ensure compliance with established protocols.
  • Participate in internal meetings to stay informed about ongoing system 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 tickets.
  • 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 collaborating with internal teams, external consultants, contractors, and global stakeholders.
  • Demonstrated project leadership skills to guide and direct actions for new or upgraded systems and processes.
  • Ability to mentor junior team members and take on leadership responsibilities.
  • Strong documentation skills with attention to detail.
  • Ability to manage multiple tasks and prioritize effectively to meet deadlines.
  • Proven capability 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 strengthen businesses and communities. Our headquarters in North America is located in West Fargo, North Dakota, where we manufacture a wide range of equipment and services.

Doosan Bobcat North America is home to renowned brands, including Bobcat compact equipment and Doosan portable power products. We are dedicated to fostering an inclusive and diverse workforce and are an Equal Opportunity Employer.

Important Notice

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