Ag Application Technical Communicator

Ziegler Caterpillar • Jackson, MN

11d • $31 - $39

About The Position

Ziegler Cat has an opening for a Technical Communicator to join their growing team. This position will be responsible for resolving internal and external customer's technical support requests on Ziegler's products. This position will focus on mentoring and imparting technical knowledge on to developing technical support personnel. This Technical Communicator will work with the rest of the technical support team to provide prompt customer support request resolutions and take responsibility for issues that are difficult to solve.

Requirements

• High School Diploma or GED required
• 5+ years related experience
• Strong knowledge of product lines, procedures, and problem solving protocols
• Supports various levels of employees on questions and problem solving
• Good computer skills with knowledge of MS Powerpoint, MS Excel and Word
• Excellent communication skills - both verbal and written
• Strong customer service skills
• Technical, operational, or support and service knowledge of product line is required
• Intermediate industry knowledge is required
• Personal attributes: Attention to Detail, Customer Focus, Leadership, Planning and Organization, Problem Solving, Teamwork
• Able to travel up to 25% of time
• Standing, walking, using hands, talking, hearing

Nice To Haves

• 2-year technical or 4-year bachelors degree preferred

Responsibilities

• Performs and assists with technical support line problem resolutions
• Provides information, coaching, and troubleshooting on machines, engines, parts and/or repairs
• Trains technical support staff on product knowledge, work flow processes, and customer service & communication skills
• Performs field visits with internal and OEM personnel to resolve escalated customer issues
• Communicates with manufacturers for product updates and safety issues
• Works collaboratively on a team.
• Mentors, coaches and develops technical support personnel.
• Assists with training curriculum and technical content.
• Assists the technical support supervisor with meetings and setting support metrics, and keeping staff technically up to date on current and emerging products.
• Assists with new product introduction and integration in to Ziegler’s product portfolio.
• Supports product problem management progression and resolution with various OEMs
• Assists customers with on-going product problems.
• Resolves escalated customer issues.
• Consults on goodwill negotiations with customers and OEMs.
• Coaches internal customers on technical aspects of Ziegler’s product lines.
• Communicates with factory engineers on product problems.
• Provides information, coaching and troubleshooting on machines, engines, parts and/or repairs.
• Assists Parts personnel (ie. helps locate hard-to-find parts when Parts Supervisors are unable to help).
• Assists with warranty claims, providing information to assist them in filing claims.
• Works in a cooperative manner with team and superiors.

Benefits

• 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
• Competitive pay
• Health, dental/orthodontia, vision & life insurances
• Paid time off (PTO) – 15 days to start
• 9 Paid holidays
• 401(k) contributions & match
• HSA, Ziegler contributes up to $1000 tax-free annually
• STD & LTD Insurance, FSA & EAP
• Paid Parental Leave & Funeral Leave
• Fitness membership discount
• Ongoing training
• Education assistance
• Advancement opportunities
• Safe, clean, and friendly work environment

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees