Service Operations Support Specialist

Service Operations Support Specialist

Wagner Equipment Co. offers challenging career opportunities, extensive training and employee development along with an opportunity to grow your career and thrive under Wagner's reputation for excellence. We offer excellent benefits and supply you with the tools you need to maximize your potential and grow within Wagner.

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.

Pay Range: $55,000.00 - $82,000.00 Annually Pay range is dependent upon education & experience.

Essential Functions:

• 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.

Preferred Knowledge of the Following Systems:

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

Required Education and Experience:

• 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

Travel Requirements:

• 15-25%

Physical Demands & Competencies:

• Standing, walking, talking, sitting, use of hands & hearing
• Sedentary work that primarily involves sitting/standing but may require occasionally lifting and/or moving up to 25 pounds
• Data Entry, telephone, reading/writing, reasoning, organizational, communication & math skills
• Data Analysis
• Safety & Product Knowledge

Work Environment:

• Noise: Quiet
• Indoors

Other Duties:

Job Offers are contingent upon all required pre-employment screenings which may include but are not limited to background checks, drug/alcohol testing, fit for duty testing, and any other job-related tests/screenings.

Wagner Equipment Co. is an EEO/AA/Veterans/Disabled employer.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.