Responsibilities:

• Receives and investigates all product support “help” calls
• Provides support to parts, service and warranty operations personnel
• Submits daily, weekly, and monthly reporting jobs and distributes output
• Retrieves and analyzes system data for various users
• Create product support summaries
• Maintain master data tables and SharePoint site
• Reviews and tracks status of projects and communicates status updates to management
• Provide training in one on one, in a group or Teams/Zoom on existing and new systems
• Assists in coordinating system updates including labor rates, miscellaneous sell rates (oil prices, etc.), and factory passwords
• Assists in system upgrade testing prior to implementation into production
• Assists in updating and communicating warranty labor rate changes
• Develops and maintains document procedures and processes
• Assists in developing and communicating new user procedures
• Creates program claims to recover funds from manufacturer
• Audits, approves, and processes promotional claims
• Produces business analytics reports
• Assists in calculating and applying program discounts on parts and service documents
• Participates in new software/process rollouts
• Assists in monthly account reconciliations
• Assists in managing service software subscriptions
• Works in a cooperative manner with team and superiors
• Special projects and all other duties as assigned

 Qualifications:

• 2-year degree required, 4-year degree preferred
• 1-3 years administrative or user support experience
• Knowledge in the D365 System is beneficial as primary role is to support users through the LanDesk/Ivanti ticket system
• Strong written and verbal communication skills
• Basic skills with Microsoft Office
• Thrives in a fast-paced work environment
• Great organizational skills
• Personal Attributes: Attention to Detail, Problem Solving, Efficiency, Planning and Organization, Teamwork

 Travel:

• Up to 1-10% travel

Minimum Physical Requirements:

• Using hands, talking, hearing

This job description is intended to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for the position.