Technical Support Analyst jobs in Lincoln, NE

Company Description

At Superior Industries, our manufactured products help produce key ingredients that form the world’s infrastructure. This innovative crushing, screening, washing and conveying equipment moves and processes minerals used to build roads and bridges, airports and hospitals and other fundamental societal systems. Although the industries we proudly serve are some of the most time-honored, our spirited culture encourages bold ideas, which consistently create new opportunities for each other.

Job Description

A Technical Support Service Specialist is responsible for completing the following duties:

• Deliver a high level of customer service to internal and external customers
• Support customers, internal and external, by helping them work through their reported issues
• Respond to customers within 2 hours after an issue is reported and assigned to you
• Manage a case through its lifecycle, such as;
• Keep necessary parties updated (customer, TM, PM, etc)
• Clear description of the issue
• Case comments are thorough and updated
• Work with product management and engineering to find a solution that will fix the customers issue in the field
• Clear direction for production, field service and dealers on scope of work needed
• Utilize the warranty admin to create WO’s, parts replacement orders and interdepartmental tasks
• Customer is receiving parts and solutions in a timely manner
• Follow status on parts orders, WO’s, and tasks
• Determine and coordinate if parts on site need to be returned for investigation or sent back to vendor
• Sort through dealer work performed field reports and compare to dealer invoice to approve warranty charges with warranty admin
• Start internal quality cases to determine long term solutions are met and communicate root cause and corrective action back to the customer when asked
• Have safe work habits and ensures that safety rules are followed
• Build key working relationships internally with engineering, operations and sales to ensure that excellent internal customer service skills are delivered
• Other duties as assigned

Qualifications

• Heart of service
• Good organizational and communication skills
• Strong problem solving skills
• Travel 80% internal/20% external (10 weeks or less per year)

Expectations of Employees

• Uphold company core values
• Maintain a clean and organized work area
• Utmost attention to safety
• Good attendance and punctuality
• Concern for quality
• Attention to detail

Traits of Successful Employees

• Desire to build long term relationships
• Exhibition of good communication skills when working with fellow employees
• Ability to tolerate physical demands of the position
• Ability to complete tasks according to planned schedule
• Willingness to help out where needed

Employee Benefits

• Weekly paycheck
• Boot reimbursements up to $125
• Medical insurance - Covers 75% of premiums
• Dental and vision insurance
• Company paid life insurance
• 401K retirement account with 5% company match
• On the spot bonuses up to $100