Interested in working with one of the markets leading manufacturers? Greenheck Group is a leading growth-focused, environmentally conscious, commercial HVAC manufacturer. Join our team, which proudly designs and manufactures the most comprehensive line of ventilation products in the industry. Greenheck Group is a dynamic multi-branded international organization. Our equipment is used worldwide in commercial, institutional, and industrial facilities, ranging from comfort ventilation to manufacturing processes. Our efficient products improve comfort, safety, and health of lives across the planet. Since 1947, we are deeply committed to helping you “Build Your Future,” through professional growth, challenging leadership roles, and exciting opportunities around the world.

GENERAL SUMMARY:

As a Senior Customer Facing Systems (CFS) CAPS Support Specialist you will support our external and internal customers. You will work with several different systems such as our Computer Aided Product Selection (CAPS) system. In this role you will be responsible for improving user experience, analyzing and identifying trends and issues, and creating and maintaining documentation. This is a remote based role.

ESSENTIAL JOB DUTIES:

• Provide technical support to end users (external and internal customers) by answering questions about computer software.
• Determine which issues can be quickly answered and which should be routed to other areas.
• Identify & troubleshoot problems with software applications.
• Clearly document cases in CRM and route to the correct area.
• Work with developers to improve user experience.
• Documents and maintain business processes and systems in order to standardize, automate, and improve efficiencies in the functional areas supported. Meet with users, project leaders and management to discuss and plan guidelines and criteria for documentation of a system, program, project plan, and timelines.
• Create standards and user guides for CFS (CAPS) support specialists.
• Serve as the go between for developers and customers. Ensure customers’ needs are thoroughly explained to developers. Cascade information to customers from developers in layman’s terms.
• Develop detailed written documentation of user issues and send to the development team.
• Analyze documented cases to find reoccurring issues and trends and provide input to development teams.
• Identify best solutions that meet business and user needs. Ability to work on identified solution to a problem and test solution against all aspects of problem as stated.
• Understand and recognize change management issues and work with others across the organization to resolve.
• May supervise other CFS (CAPS) support specialist.

EXPERIENCE:

3-5 years of relevant work experience required.

Experience with CAPS, CRM, JIRA preferred.

EDUCATIONAL LEVEL:

2 Year/ Associates Degree in Computer Science or Business preferred.

TRAVEL:

• Minimal travel required in this role.

PHYSICAL REQUIREMENTS:

Work is performed in an office environment and requires the ability to operate standard office equipment, such as a computer and phone. Sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Repetitive motion. Substantial motions of the wrists, hands, and/or fingers. The person is required to have close visual acuity to perform an activity such as: preparing and analyzing data, and figures; transcribing; viewing a computer terminal; extensive reading. There is an occasional need for walking short distances. Work may be performed in company’s setting, home, or hybrid.

SPECIAL NOTATION:

The preceding statements are intended to describe the general nature and level of work being performed by people in this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills. The Employer retains the right to change or assign other duties to this position.

EEO STATEMENT:

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

Why join the Greenheck family?

Our benefit packages and salaries are among the best in our industry. Benefits may vary slightly by location, but usually include:

Health insurance

Prescription drug benefits

Dental insurance

Paid vacations and holidays

401(k) Retirement savings plan

On-site clinic and fitness center (Schofield location)

Employee Assistance Program

Flexible spending accounts for medical or dependent care expenses

Tuition assistance

Employee Wellness Program

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Want to hear more about the Greenheck culture? Take a look for yourself! https://www.youtube.com/watch?v=T-AoWHyH8b0&feature=youtu.be

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.