About this role
Digital Tech Support Analyst monitors performance of digital products, resolves field issues, and provides technical assistance to distribution and service teams in a manufacturing setting.
Key Responsibilities
- Monitor performance; identify and resolve field issues; document issues; provide digital product support to DSDs and dealers; participate in serviceability audits
Technical Overview
Focus on infrastructure admin and network diagnostics; strong emphasis on Ethernet and CAN data captures; supports digital products and field service operations.
Ideal Candidate
The ideal candidate is an entry-level IT support analyst with a focus on hardware/software issues in a manufacturing environment, strong customer service, and troubleshooting abilities.
Must-Have Skills
Customer Focus : Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and ability to leverage that information in creating customized customer solutions.Effective Communications : Understanding of effective communication conceptstools and techniques; ability to effectively transmitreceiveand accurately interpret ideasinformationand needs through the application of appropriate communication behaviors.Systems Thinking : Knowledge of the critical interdependencies among individual system elements that help and hinder performance; ability to plan and design solutions that synchronize resources to achieve business results.Technical Troubleshooting : Knowledge of technical troubleshooting approachestools and techniques; ability to anticipaterecognizeand resolve technical issues on hardwaresoftwareapplication or operation.
Nice-to-Have Skills
A college or university degreetechnical certification or equivalent experience.Previous experience in infrastructure system administration or support workPrevious product support experienceBackground in Ethernet and CAN (J1939) data captures
Required Skills
['Customer Focus''Effective Communications''Systems Thinking''Technical Troubleshooting''Ethernet''CAN (J1939) data captures''Infrastructure System Administration''Product Support''Field Issue Resolution''Service Publications''NPI''DSDs''Warranty Technicians''Distribution Services''Customer training']
Hard Skills
EthernetCAN (J1939) data capturesTechnical TroubleshootingSystem MonitoringInfrastructure System AdministrationWindows ServerNetworkingRemote diagnostics
Soft Skills
Customer FocusEffective CommunicationsSystems ThinkingProblem-solvingTeamwork
Keywords for Your Resume
digital tech support analystit supportinfrastructure system administrationethernetcan (j1939) data capturesfield issuestechnical troubleshootingdigital productsservice publicationsdistribution serviceswarranty technicianscustomer focuscommunicationsystems thinkingproduct supportdigital tech supportinfrastructureCAN (J1939)system administration
Deal Breakers
No college degree or equivalent experience, Lack of Ethernet or CAN data capture experience, Inability to travel up to 25% (domestic & international)
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