Product Support Specialist

2 weeks ago

Bloomington, United States Ziegler CAT Full time

Position Overview:
Ziegler CAT is seeking a dedicated Product Support - Process Support Specialist to deliver comprehensive system assistance for parts and service operations teams. This role involves ensuring adherence to product support protocols and providing necessary support to users and system coordinators.


Key Responsibilities:

  • Handle and resolve all product support inquiries effectively.
  • Provide assistance to parts, service, and warranty operations personnel.
  • Generate and distribute daily, weekly, and monthly reporting tasks.
  • Collect and analyze system data for various stakeholders.
  • Create detailed product support summaries.
  • Maintain master data tables and oversee the SharePoint site.
  • Monitor project statuses and communicate updates to management.
  • Conduct training sessions individually or in groups via Teams/Zoom on existing and new systems.
  • Assist in coordinating system updates, including labor rates and miscellaneous sell rates.
  • Support system upgrade testing prior to production implementation.
  • Update and communicate warranty labor rate modifications.
  • Develop and maintain procedural documentation.
  • Assist in creating program claims for fund recovery from manufacturers.
  • Audit, approve, and process promotional claims.
  • Generate business analytics reports.
  • Support the calculation and application of program discounts on parts and service documents.
  • Participate in new software and process rollouts.
  • Assist in monthly account reconciliations.
  • Manage service software subscriptions effectively.
  • Collaborate with team members and supervisors in a cooperative manner.
  • Engage in special projects and other duties as assigned.

Qualifications:
A minimum of a 2-year degree is required, with a 4-year degree preferred. Candidates should possess 1-3 years of administrative or user support experience. Familiarity with the D365 System is advantageous, as the primary responsibility involves supporting users through the LanDesk/Ivanti ticket system. Strong written and verbal communication skills are essential, along with basic proficiency in Microsoft Office. The ideal candidate thrives in a fast-paced environment and demonstrates excellent organizational skills.


Personal Attributes:
Attention to detail, problem-solving abilities, efficiency, and strong planning and organizational skills are crucial.


Teamwork and Travel:
Willingness to travel up to 1-10% is expected.


Physical Requirements:
This role involves using hands, talking, and hearing.


This job description aims to outline the general nature and level of work being performed. It is not intended to be an exhaustive list of all responsibilities, duties, and skills required for the position.


Ziegler Inc. is committed to providing reasonable accommodations for qualified individuals with known disabilities. We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, creed, religion, ancestry, national origin, sex, sexual orientation, gender identity, pregnancy, affectional preference, disability, age, marital status, familial status, protected veteran status, or any other protected class status.

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