Service Technology & Business Systems Specialist

Milton CAT•Londonderry, NH

22h•$60,000 - $70,000

About The Position

Milton CAT is seeking a Service Technology & Business Systems Specialist to support our Service Organization by helping employees effectively use business systems, processes, and tools that drive day-to-day service operations. This role is not an IT position. While it involves working with technology, the primary focus is on understanding and supporting service business processes, performing operational functions, and serving as a bridge between service operations, business systems, and IT. The ideal candidate enjoys being close to the business—learning how service work is performed, supporting users in real operational scenarios, and helping improve processes through effective system use. This role will also participate as part of the consulting team supporting the development and implementation of Milton CAT’s next-generation ERP system.

Requirements

Bachelor’s degree in Business, Operations, Information Systems, or a related field.
Experience working with business systems in an operational or service environment.
Strong written and verbal communication skills.
Detail-oriented with strong organizational and problem-solving abilities.
Ability to work independently in a fast-paced service environment.
Proficiency with standard business software (Microsoft Word, Excel, etc.).
Occasional travel within Milton CAT territory; valid driver’s license required.

Nice To Haves

Understanding of service processes, work orders, or workflow-driven operations preferred.
Exposure to ERP systems or large enterprise software implementations strongly preferred.
Comfortable performing transactional and process-based work within business systems.

Responsibilities

Serve as the first point of contact for the Londonderry Service Department for service-related technology support including laptops, software, cell phones, and iPads (excluding infrastructure, network administration, or hardware repair).
Coordinate setup, updates, device refreshes, and basic configuration of service-issued laptops and mobile devices in alignment with company standards and IT policies.
Provide hands-on technology support and training to service technicians to ensure effective use of mobile devices, service applications, and business systems.
Support the effective use of service business systems by service employees and internal stakeholders.
Perform hands-on service operational functions, including opening, managing, and closing work orders to gain process understanding.
Provide frontline support to service employees related to business applications and system workflows (not infrastructure or network support).
Identify gaps in system usage or process execution and recommend improvements.
Create and maintain process documentation, job aids, and training materials.
Deliver training on current systems, system upgrades, and new process implementations.
Act as a liaison between Service Operations and IT, ensuring service business needs are clearly understood and supported.
Participate as a member of the ERP consulting and implementation team by providing service-process expertise, supporting testing, and assisting with change adoption.
Assist with business system testing, validation, and feedback.
Support after-hours work as needed to meet business or customer requirements.
Perform related duties as assigned.