Environmental Solutions Group encompasses industry-leading brands — Heil Environmental, Marathon, Bayne, The Curotto-Can, 3rd Eye, Soft-Pak, and Parts Central — to create a premier, fully integrated equipment group serving the solid waste and recycling industry. Through extensive voice-of-customer outreach, in-house engineering and manufacturing capabilities, a wide-reaching service network, and proven industry expertise, Environmental Solutions Group is focused on solving customer problems through environmentally responsible products and providing world-class support. Our mission, "Improving Lives," drives us to make a significant difference, both in the marketplace and in the lives of our employees and their communities. For more information, visit www.doveresg.com.
Dover is a diversified global manufacturer and solutions provider with annual revenue of approximately $8 billion. We deliver innovative equipment and components, consumable supplies, aftermarket parts, software and digital solutions, and support services through five operating segments: Engineered Products, Clean Energy & Fueling, Imaging & Identification, Pumps & Process Solutions and Climate & Sustainability Technologies. Dover combines global scale with operational agility to lead the markets we serve. Recognized for our entrepreneurial approach for over 65 years, our team of over 25,000 employees takes an ownership mindset, collaborating with customers to redefine what’s possible. Headquartered in Downers Grove, Illinois, Dover trades on the New York Stock Exchange under “DOV.” Additional information is available at dovercorporation.com.
Operating Company: Environmental Solutions Group – Soft-Pak
Location: San Diego, CA; Remote working West Coast hours = 8am–5pm PT
Reports to: Software Business Analyst Supervisor
Department: Support Services
POSITION SUMMARY:
The Software Business Analyst I will provide software support to Soft-Pak users and employees by responding to incoming phone calls and emails.
ESSENTIAL JOB FUNCTIONS INCLUDE:
- Provide assistance to customers on the installation and/or use of the Soft-Pak software. Assist in business application to ensure the most efficient use of the software and aid with any questions or issues that arise.
- Use proper departmental procedures for issue control, problem resolution, reporting and issue escalation in accordance with the Support Services Department procedures.
- Communicate with other Soft-Pak staff on responding expeditiously to the customer's questions or problems to maintain the highest level of customer satisfaction.
- Maintain and increase personal knowledge on applicable products and applications via training, documentation and personal research.
- Achieve departmental performance objectives for service level and customer satisfaction.
- Participate in annual users’ meetings and other training sessions.
- Minimal 10% travel to Soft-Pak user conference every 18 months and possible travel to Waste Expo.
JOB SPECIFICATIONS:
- Bachelor’s Degree or equivalent experience is required.
- Work experience in the solid (or liquid) waste and recycling industry, or similar, is preferred.
- Excellent Customer Service and communication skills.
- Must have a general knowledge of Microsoft Excel.
- Experience using IBM Query or Crystal Reports or Microsoft Power BI is a plus.
DOVER COMPETENCIES:
Customer Impact
Self-Awareness and Personal Development
Winning the Right Way
KNOWLEDGE, SKILLS, AND ABILITIES:
Ethics and Work Standards: Maintain the highest ethical and work standards, while promoting the same attributes in co-workers and others. Ensure that all business activities – with both internal and external customers – to be performed with a professional demeanor and that all participants be held accountable to this high standard.
Communication: Expresses thoughts clearly, both orally and in writing, using good grammar. Presents concise, well-organized reports in Microsoft Word, PowerPoint, and Excel. Listens to understand input, feedback, and concerns. Provides complete information in an open, honest, and straightforward manner. Responds promptly and positively to questions and requests.
Teamwork and Relationships: Works with other employees willingly and in a spirit of cooperation and teamwork. Supports cooperation. Demonstrates a commitment to the entire business and is supportive of all initiatives (company and departmental) to help grow Environmental Solutions Group business in the United States and abroad. Cooperates fully with others to achieve organizational goals. Is tactful, courteous, and considerate. Embraces a positive outlook. Is respected and trusted by others.
Continual Improvement and Problem Resolution: Identifies and communicates suggestions for work improvements. Uses technical and analytical abilities to assure existing work practices are the most efficient and cost effective possible. Performs root-cause analysis and implements viable, permanent solutions to problems. Works with both internal and external customers to develop solutions which meet company-wide needs and objectives. Applies a sense of urgency to resolve problems or creates opportunities that will increase productivity and create value. Shares best practices with other employees across the business.
Accountability: Accepts responsibility and accessibility for both the strategic planning and the successful implementation of all projects, programs, and duties as outlined in this job description. Advises supervisor of concerns, problems, and progress of work in a timely manner.
All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.
Job Function : Other; Customer Service
