Customer Solutions Analyst

DEUTZ is one of the world’s leading manufacturers of innovative drive systems. Its core competences are the development, production, distribution and servicing of diesel, gas and electric drivetrains for professional applications that is used in construction equipment, agricultural machinery, material handling equipment, stationary equipment, commercial vehicles, rail vehicles and other applications.

Job Summary

POSITION SUMMARY: The Customer Support Analyst will provide customer service sales support to DEUTZ Xchange customers, as well as those within the organization. The Customer Support Analyst is responsible for deploying various customer solutions to improve the DEUTZ customer experience and streamline customer interaction. The ideal candidate must have a strong work ethic and exceptional customer service skills with the ability to coordinate and handle difficult and/or unusual situations with internal and external customers.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Review customer requests for quotation and respond in a timely manner
• Negotiate special pricing for multi qty orders
• Continually review stock levels of finished goods to ensure fast inventory turns
• Enter sales orders for remanufactured Henzmann governors and arrange shipment
• Work closely with Production Planning to ensure that customer delivery requirements are met
• Maintain required operational metrics
• Assign tickets to the appropriate coordinator
• Quote engines for DCX
• Identify parts numbers for coordinators and customers
• Request part numbers from Ulm
• Coordinate with engineering for technical, application and part number set up issues in JIRA and via e-mail
• Ship data plates per engineering requests
• Backfill in for order entry when needed
• Provide order status when needed
• Maintain warranty information in SAP for DCX engines
• Answer the phone for end user, distributors, dealers and rental houses

Supervisory Responsibilities: Individual Contributor

Travel Demands: Anticipated domestic and international travel is approximately 0-10% depending on business needs.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below represent the knowledge, skill, or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

EDUCATION/EXPERIENCE:

ADDITIONAL REQUIRED SKILLS:

• Effective written and verbal communication skills with the ability to collaborate on tasks with other employees and establish correct record-keeping procedures.
• Ability to work independently, make improvement suggestions, and work in a team environment is a must.
• Strong negotiation and relationship-building skills with the ability to establish relationships as a trusted and strategic advisor to help ensure the continued value of our products and services
• Strong attention to detail to minimize errors and create a memorable DEUTZ customer experience
• Strong ability to prioritize and multi-task daily while maintaining a high level of confidence and professionalism

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Office work environment with quiet to moderate noise level.

PPE Requirements:

• Standard PPEs as facility requires- Steel Toe Shoes, Safety Glasses, earplugs where required.
• Follow company COVID PPE requirements as stated by DEUTZ COVID Policy.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Concentration/Attention to Detail (Constant) Vision (Close, Constant)

Sitting (Frequently) Verbal

Communication (Frequent) Standing & Bending (Frequently)

Walking (Frequently) Hearing/Listening (Frequently)

The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.

EEO Statement
DEUTZ is an equal opportunity employer and considers all applicants for employment based on merit, competence, performance, and business needs. We do not discriminate on the bases of any status protected under federal, state, or local law. Applicants will be considered regardless of their race, color, sex, gender identity or expression, age, religion, creed, national origin, citizenship status, sexual orientation, genetic information, physical or mental disability, military status or any other characteristic protected under federal, state, or local law. In addition to complying with all applicable laws, DEUTZ also has a strong corporate commitment to inclusion.