Service Support Specialist

Would you like to be part of a focused, dedicated team? Do you want to work and grow with other motivated, ambitious people?

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.

Benefits include:

• 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.

The Service Support Specialist provides support to our internal and external service software users in a manner that reflects the company’s vision of working as “One Professional Team.” This position will support the utilization of a variety of service software solutions as well as service data analysis and data visualization creation.

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Responsible for analyzing, managing, and leveraging various service data resources to develop & maintain reporting in support of our growth in Service Excellence Performance
• Develops, documents, and trains personnel on service processes.
• Performs software (SIS2.0, ET, ServiceLink, etc.) installation, configuration, and support for Wagner service employees and external customers.
• Supports customer software (Visionlink, Si2.0, Cat ET etc.) billing and communications to internal and external customers.
• Provides support to Wagner service personnel using DBS work-order functions.
• Supports Texada Suite & DBS configuration including labor charge codes, labor rates, miscellaneous charge codes, invoicing parameters, print queues, monthly work-orders, template work-orders, etc.
• Interfaces with Wagner Training Institute to develop and deliver technician related service training.
• Interfaces with Caterpillar for updates and technical assistance as required.
• Other duties as assigned by manager

Required Education and Experience:

• High School Diploma or GED
• 3+ years recent computer-related experience
• 3-5 years administrative/clerical experience
• 3-5 years customer service experience

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
• Safety & Product Knowledge
• Basic knowledge of ET/SIS/SIS Web/STW
• Intermediate knowledge of Microsoft Word, Outlook, Excel, PowerPoint, DBS

Work Environment:

• Noise: Quiet
• Indoors

Travel Requirements:

• 1 - 10%

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.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the employee must possess the abilities or aptitudes to perform each duty proficiently.  

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