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 in Aftermarket Services

At Doosan Bobcat North America, we pride ourselves on our innovative spirit and our commitment to excellence. Our dynamic team is dedicated to pushing the boundaries of technology and service in the aftermarket sector. We are looking for individuals who are eager to contribute to our mission of empowering businesses and communities.

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 projects, and collaborating with both internal and external partners to drive continuous improvement.

*Key Responsibilities*

System Administration and Expertise

  • Act as a Subject Matter Expert (SME) to provide comprehensive 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 charge of system administration tasks, utilizing advanced knowledge to minimize operational interruptions.
  • Provide training and mentorship to system users to enhance their understanding and utilization of shared technologies.

Project Management and Execution

  • Lead the assessment, testing, and deployment of system/software project launches, upgrades, and enhancements.
  • Coordinate communication and training for stakeholders regarding system launches, enhancements, and process modifications.
  • Oversee the development and maintenance 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.
  • Establish 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 by the Service department.
  • Escalate complex or system-wide 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 utilized 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 collaborating with internal teams, external consultants, contractors, and global stakeholders.
  • Demonstrated project leadership skills to organize and guide actions for new or upgraded systems and processes.
  • Ability to mentor junior team members and take on leadership responsibilities.
  • Strong documentation skills for systems, processes, and training materials with attention to detail.
  • Ability to manage multiple tasks and prioritize workload effectively.
  • 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, Doosan Bobcat is dedicated to providing products and solutions that empower people and strengthen communities. We are committed to fostering an inclusive and diverse workforce and are an Equal Opportunity Employer.



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