Aftermarket Service Technology Specialist (Level DOE)

Job Information

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At Bobcat, we're not just a company; we're a force for innovation, and our diverse team of groundbreakers is at the heart of our success. With a legacy of excellence and a commitment to empowering people to accomplish more, we're seeking passionate individuals who want to be part of our mission. 

Our company culture thrives on collaboration and creativity. We're a tight-knit, collaborative team that believes in turning dreams into reality. We've built a workplace that fosters personal and professional growth and offers competitive benefits to support your life outside of your career. If you’re looking for an opportunity to make an impact at the forefront of the industry, we have a place for you! 

The Aftermarket Service Technology Specialist ensures seamless operation and optimization of global systems and software utilized by the Aftermarket Service teams. Acting as a Subject Matter Expert (SME), this role provides comprehensive system administration support, leads system projects, and fosters collaboration with internal and external stakeholders to drive continuous improvement initiatives. Additionally, the Aftermarket Service Technology Specialist II is responsible for facilitating support and resolution processes, driving technology innovation, and ensuring compliance with global standards and protocols.

Role & Responsibility

System Expertise and Support

• Act as Subject Matter Expert (SME) and provide system administration support for global systems and software utilized by Aftermarket Service teams
• Distribute content created by Aftermarket Service teams to content distribution systems ensuring content reaches intended audiences
• Take lead responsibility for system administration tasks, leveraging advanced knowledge to minimize operational disruptions
• Train and mentor system users on shared technologies to ensure efficient utilization

Project Management and Implementation

• Lead the evaluation, testing, and implementation of system/software project launches, upgrades, and enhancements
• Coordinate communication and provide training for system launches, enhancements, and process changes to downstream stakeholders
• Oversee the creation and maintenance of training documentation for content distribution systems

Stakeholder Engagement and Collaboration

• Serve as a primary point of contact with engineering information teams, external consultants, and contractors to support system launches and daily inquiries
• Collaborate with global stakeholders to identify opportunities for system improvements and process enhancements
• Build and maintain strong relationships with internal and external partners to ensure high levels of guidance and support

Support and Resolution

• Facilitate the thorough analysis, resolution, and escalation of service support tickets to ensure effective problem resolution
• Lead system support for document distribution, archiving processes, and content creation or support by the Service department
• Escalate system down or complex problems to internal and external teams ensuring timely resolution

Technology Innovation and Compliance

• Identify and develop innovative global technologies and automation processes to enhance content creation and delivery capabilities
• Lead the administration of the global standards system and governance to ensure adherence to established protocols
• Actively participate in internal team and contractor meetings to remain informed about ongoing systems and process developments

Job Requirement

• Education: Bachelor's degree in Computer Information System or Technology or related field or equivalent experience
• Experience Required: 3-5 years relevant experience
• Knowledge of DITA XML architecture used in PTC Arbortext for PTC support tickets
• Experienced in troubleshooting techniques for software and system issues, with demonstrated experience in resolving complex issues
• Expanded understanding of software systems databases and content management systems (CMS), with the ability to work with and customize these systems
• Experienced in Microsoft Office Suite, including  SharePoint, Power Automate, and Microsoft Forms
• Experience and knowledge of PTC Windchill 
• Enhanced ability to effectively communicate technical information to both technical and non-technical stakeholders
• Experienced engaging with internal teams, external consultants, contractors, and global stakeholders to foster collaboration and facilitate successful partnerships
• Demonstrated project leadership skills to organize, distribute, guide, and direct action for new/upgraded systems and processes
• Ability to take on leadership responsibilities within the team, providing guidance and mentorship to junior team members
• Advanced skills in documenting systems, processes, and training materials with keen attention to detail
• Ability to effectively manage multiple tasks and prioritize workload to meet deadlines
• Demonstrated capability to work independently while also effectively collaborating within a team environment
• Proven ability to adapt to changing priorities and work effectively under pressure
• Ability to travel 10-24% of the time
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