Technical Communicator

Ziegler Cat has an opening for a Technical Communicator to join their growing team. This is an excellent entry-level opportunity for a motivated and hard working individual to start at the ground level of supporting customers and end-users and becoming an expert on Ziegler technology and equipment products. This position is responsible for resolving internal and external customers technical support requests on Ziegler's products. He or she will be the front line to the customer on the technical support line, and will work with the rest of the technical support team to provide prompt customer support request resolutions. This position will also assist with various administrative duties for the technical support department.

Responsibilities:

• Answers initial customer calls from the technical support line and generate support tickets for the technical support staff maintaining work-flow in the ticketing database.
• Resolves basic technical support requests from internal and external customers regarding Ziegler equipment.
• Researches, evaluates, and solves more complicated issues through training from senior staff, and utilization of various OEM resources.
• Assists the technical support team with various administrative duties related to training and support activities.
• Works collaboratively on a team.
• Performs administrative duties related to training curriculum and technical content
• Develops product knowledge and resources on current and emerging products.
• Assists with administrative duties related to new product introduction and integration into Ziegler's product portfolio.
• Assists Parts personnel (ie. helps locate hard-to-find parts when Parts Supervisors are unable to help).
• Reports product problem management issues to senior technical support staff.
• Resolves daily customer support issues.
• Communicates with senior support staff on product problems.
• Communicates with senior support staff on product updates and safety issues.
• Generates reports on various technical support department metrics and monetary information.
• Generates awareness of customer frustrations that could lead to escalated resolution needs such as good will requests.
• Assists with warranty claims, providing information to assist them in filing claims.
• Works in a cooperative manner with team and superiors.

Qualifications:

• High School Diploma or GED required
• 2-year technical or 4-year bachelors degree preferred
• Good computer skills with knowledge of MS Powerpoint, MS Excel and Word
• Excellent communication skills - both verbal and written
• Customer service skills
• Technical, operational, or support and service knowledge of technology or heavy and/or ag equipment is preferred
• Construction or Agricultural general industry knowledge preferred
• Personal attributes: Attention to Detail, Customer Focus, Learning Orientation, Planning and Organization, Problem Solving, Teamwork

Travel:

• Able to travel up to 10% of time

Minimum Physical Requirements:

• Standing, walking, using hands, talking, hearing
• Working Conditions may be indoor and/or outdoor. Noise level may be moderate at times.

This job description is intended to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for the position. Ziegler Inc. will reasonably accommodate the known disabilities of qualified disabled individuals.

SEE YOURSELF AT ZIEGLER

Founded in 1914, Ziegler is a third-generation, family-owned CAT dealer with over 2400 employees across 30+ locations in Minnesota, Iowa and northern Missouri. Since day one Ziegler has had the same philosophy- if the customer is successful- then Ziegler will be successful. That is why Ziegler is committed to providing employees with the best possible work environment and the right tools for career development. This means great benefits, work/life balance, and ongoing professional development and training. Fulfill your calling by starting a career with Ziegler today

The pay range for this position is

$26.32 to $31.57

Starting wage is dependent on skills, experience, education and location. Pay range may vary by 10% depending upon the applicant's location. Along with competitive pay, full time positions are benefits eligible which includes:

• Health, Dental, Vision and Life Insurance
• 15 days of PTO your first year, accrual starts day 1
• 9 paid holidays
• 401(k) plan with company contribution and match
• HSA (Health Savings Account), Ziegler contributes up to $1000 tax-free each year
• Short-Term and Long-Term Disability Insurance, FSA & EAP
• Paid Parental Leave & Funeral Leave
• Fitness membership discount
• Education Assistance

At Ziegler Inc. we're committed to equal opportunity. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.