Service Operations Support Specialist

Wagner Equipment • Grand Junction, NM

16d • $55,000 - $82,000

About The Position

The Service Support Specialist serves as a primary point of contact for the service department regarding system-related inquiries and process workflows. This role is responsible for ensuring operational efficiency by providing direct support to team members on ServiceLink and service processes, troubleshooting system hurdles, and translating complex technical procedures into clear, accessible documentation.

Requirements

• High School Diploma or GED
• 3+ years recent computer-related experience
• 3+ years administrative/clerical experience
• 3+ years customer service experience
• 1+ years Caterpillar dealer experience

Nice To Haves

• ServiceLink (Texada)
• DBS (AS400)
• Microsoft Office Applications

Responsibilities

• Act as a subject matter expert for service-related software and internal systems, providing real-time assistance and troubleshooting for departmental staff.
• Supports ServiceLink & DBS related configuration including labor rates, miscellaneous charge codes, invoicing parameters, monthly work-orders, template work-orders, etc.
• Identify bottlenecks in current service workflows and recommend system or process enhancements to improve overall productivity and performance in Cat metrics.
• Process Documentation: Design, draft, and maintain a centralized repository of Standard Operating Procedures (SOPs), user manuals, and process flow diagrams to ensure clarity and compliance
• Develop and update FAQs, training materials, and internal knowledge base articles to facilitate self-service and rapid onboarding for new team members.
• Interfaces with Wagner Training Institute to assist with technician and service personnel related service systems training.
• Cross-Functional Liaison: Collaborate with IT and other internal stakeholders to ensure system updates or new features align with the service department's operational needs.
• Other duties as assigned by manager.

Benefits

• Paid Time Off (PTO) Plan - Up to 96 hours of PTO in your first year + 8 company paid holidays
• Medical, dental, and vision insurance
• Life and AD&D Insurance
• Retirement Plans - 401K and Roth 401K , eligible employees can receive a company contribution up to 7%
• Tuition Reimbursement
• Employee Assistance Program (EAP)
• CEFCU- Citizens Equity First Credit Union - Employees have access to services include payroll deductions savings, accounts, loans, VISA card, and more.
• Additional Benefits include: Unum Supplemental life Insurance, Aflac Critical Illness + Accidental Insurance, ID WatchDog and discounted employee phone plans.

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