Responsibilities:

Provide exceptional customer experience by answering initial customer telephone calls from the technical support line and generates support tickets for the technical support staff maintaining work-flow in the ticketing database.\nResolve basic technical support requests from internal and external customers regarding Ziegler equipment.\nResearch, evaluate, and solve more complicated issues through training from senior staff and utilization of resources.\nAssist the technical support team with various administrative duties related to training and support activities.\nPerform administrative duties related to training curriculum and technical content, including team hot topics.\nDevelop product knowledge and resources on current and emerging products.\nAssist with administrative duties related to new product introduction and integration into Ziegler's product portfolio.\nAssist with Parts, Rental and Services related customer calls, documenting and forwarding information to the correct person(s) or groups in accordance with escalation standards.\nReport product problem management issues to senior technical support staff.\nCommunicate with senior support staff on product problems, product updates, and safety issues.\nGenerate reports on various technical support department metrics and monetary information.\nGenerate awareness of customer frustrations that could lead to escalated resolution needs such as good will requests.\nAssist with warranty claims and provide information to assist them in filing claims.

Qualifications:

High School Diploma or GED required\n2-year technical or 4-year bachelor's degree preferred\nGood computer skills with knowledge of MS PowerPoint, MS Excel and Word\nExcellent communication skills - both verbal and written\nCustomer service skills\nBasic technical, operational, or support and service knowledge of product line is preferred\nRelated industry knowledge is preferred\nPersonal attributes: Customer Focus, Attention to Detail, Learning Orientation, Planning and Organization, Problem Solving, Teamwork\nAbility to work nights and weekends

Travel:

Upto 10%

Minimum Physical Requirements:

Sitting , Standing, walking, using hands, talking, hearing\nWorking Conditions will be indoor. Noise level may be low to 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 $23.29 to $27.91 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. 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