Electrical Systems Support Specialist

We are seeking an experienced power systems professional who still has a passion for engines, generators, switchgear, and industrial electrical systems - but is ready to step into a role that relies more on technical expertise than physical labor. As a Power Systems / Industrial Technical Communicator, you will use your real world troubleshooting knowledge to guide technicians, resolve escalated issues, support OEM communications, and keep our customers' equipment running with minimal downtime. This primarily desk based role is ideal for someone who has spent years in the field mastering mechanical and electrical diagnostics and is now looking for a position that allows them to continue making a high impact contribution without the physical strain, long hours, or demanding travel of traditional field service work. Responsibilities Answers initial customer calls from the technical support line and generate support tickets for the technical support staff maintaining work-flow in the ticketing database. Resolves basic technical support requests from internal and external customers regarding Ziegler equipment. Researches, evaluates, and solves more complicated issues through training from senior staff, and utilization of various OEM resources. Assists the technical support team with various administrative duties related to training and support activities. Works collaboratively on a team. Performs administrative duties related to training curriculum and technical content. Develops product knowledge and resources on current and emerging products. Assists with administrative duties related to new product introduction and integration into Ziegler's product portfolio. Assists Parts personnel (ie. helps locate hard-to-find parts when Parts Supervisors are unable to help). Reports product problem management issues to senior technical support staff. Resolves daily customer support issues. Communicates with senior support staff on product problems. Communicates with senior support staff on product updates and safety issues. Generates reports on various technical support department metrics and monetary information. Generates awareness of customer frustrations that could lead to escalated resolution needs such as good will requests. Assists with warranty claims, providing information to assist them in filing claims. Works in a cooperative manner with team and superiors. Qualifications High School Diploma or GED required 2-year technical or 4-year bachelors degree preferred 2+ years of technical, operational, and service expertise with industrial engines and electrical power generation systems (EPG) Good computer skills with knowledge of MS PowerPoint, MS Excel and Word Excellent communication skills - both verbal, phone and written Customer service skills Experience with CAT engines a plus Personal attributes: Attention to Detail, Customer Focus, Learning Orientation, Planning and Organization, Problem Solving, Teamwork Travel Able to travel up to 10% of time Minimum Physical Requirements Standing, walking, using hands, talking, hearing Working Conditions may be indoor and/or outdoor. Noise level may be moderate at times. Pay The pay range for this position is $34.31 to $42.89. Starting wage is dependent on skills, experience, education and location. Pay range may vary by 10% depending upon the applicant's location. 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 Equal Employment Opportunity At Ziegler Inc. we're committed to equal opportunity. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. #J-18808-Ljbffr Ziegler Cat