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ZIEGLER INC Technical Communicator - Truck in ALTOONA, Iowa

Ziegler Cat has an opening for a full-time Truck Technical Communicator / Instructor to provide expert counsel to internal and external customers and suppliers on technical and product issues. The Technical Communicator / Instructor is responsible for providing prompt customer support request resolutions and taking responsibility for difficult to solve issues that may require field visits to maintain customer relationships. This role also will perform some training of internal and external customers on technical aspects of Ziegler's products. This position will also provide coaching and technical knowledge to developing technical support personnel.Primary ResponsibilitiesPerform and assist with technical support line problem resolutions.Communicate with factory engineers on product problems.Communicate with manufacturers for product updates and safety issues.Provide information, coaching and troubleshooting on machines, engines, parts and/or repairs.Assist Parts personnel (ie. helps locate hard-to-find parts when Parts Supervisors are unable to help).Assist with warranty claims, providing information to assist them in filing claims.Works in a cooperative manner with team and superiors.Assist the technical support supervisor with meetings and setting support metrics, maintaining proper staffing levels and keeping staff technically up to date on current and emerging products.Assist with new product introduction and integration in to Ziegler's product portfolio.Perform field visits with internal and OEM personnel to resolve escalated customer issues.Assist customers with on-going product problems.Coordinate with technical support supervisor on product problem management progression and resolution with various OEMs.Resolve escalated customer issues.Consult on goodwill negotiations with customers and OEMs.Secondary ResponsibilitiesCoach and develop technical support personnel.Train technical support staff on product knowledge and work flow processes.Train technical support staff customer service and communication skills.Train internal and external customers on technical aspects of Ziegler's product lines.Maintain and develop training curriculum and technical content.Qualifications:2-year degree required5+ years related experienceStrong knowledge of product lines, procedures, and problem solving protocolsSupports various levels of employees on questions and problem solvingGood computer skills with knowledge of MS Powerpoint, MS Excel and WordExcellent communication skills - both verbal and writtenStrong customer service skillsTechnical, operational, or support and service knowledge of product line is requiredAdvanced industry knowledge is requiredPersonal attributes: Attention to Detail, Customer Focus, Leadership, Planning and Organization, Problem Solving, TeamworkTravel:25- 50% travelMinimum Physical Requirements:Standing, walking, using hands, talking, hearingWorking 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.Ziegler Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color or creed, religion, ancestry, national origin, sex, sexual orientation, gender identity, pregnancy, affectional preference, disability, age, marital status, familial status, protected veteran status, status with regard to public assistance, membership or activity in a local commission dealing with discrimination, or any other protected class status.For more information about your equal employment opportunity rights and protections, click here and here.For information about your Family and Medical Leave Act rights, click here, and

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