19 days old

Product Support Technical Analyst

Garmin International
Olathe, KS 66061
  • Job Code
GPS Manufacturer/Distributor

As a leading worldwide provider of navigation devices and wearable technology, our focus is on developing, designing and supporting superior products. Our advanced technology promotes performance, safety and ease of use in every market we serve. That makes us an engineering and technology company with a keen focus on recruiting talent in those fields. But the same vertical integration business model that keeps all design and manufacturing processes in-house also gives us the incentive to hire top performers from different backgrounds, including operations, finance and accounting, information technology, sales, marketing and communications.

We are looking for a Product Support Technical Analyst. In this role you will manage the various Product Support technical development tasks supporting the departmental needs around case management, reporting, data analysis and system configuration. In addition, you will be responsible for completing projects and tasks related to providing efficient resources and tools to the Product Support team.

Responsibilities include:

  • Develop and maintain tools for the support team to improve efficiency

  • Develop and maintain a centralized, organized and reusable repository of Product Support data sourced from various Garmin systems and databases

  • Develop and maintain the case management system, workflows and operational reporting at a global level

  • Develop reporting solutions that aggregate and visualize data for every segment

  • Ensure developed reports are accurate, timely and presented in the most effective manner

  • Gather reporting and system requirements, document the needs and workflow specifications

  • Test all new reports and workflows to verify accuracy before publishing or moving to production

  • Manage agent record data to ensure systems and permissions are operational for support

  • Manage and perform special projects related to providing efficient resources to the Product Support team

  • Develop and maintain expertise in development tools and best practices through training and/or certification

  • Maintains, debugs and works collaboratively in a team to improve existing software applications written in, Visual Basic, SQL, PHP, PL/SQL or other relevant languages

  • Reviews existing code, troubleshoots and modifies applications to debug or enhance

  • Identifies and resolves problems of basic scope using proper tools and techniques

  • Interacts with internal and external (non-Product Support) associates to gather specific requirements related to software issues

  • Recommends improvements to existing applications to help support

  • Seeks input from Product Support Management or other technical resources as required

  • Applies standards and procedures to accomplish tasks

  • Learns how to use and apply appropriate tools as needed for this role

  • Thoroughly documents work in an organized manner

  • Accepts and acts on constructive criticism

  • Accept and complete projects and other miscellaneous duties as assigned

  • Assist in general administration of Customer Care applications

  • Participate in project definition activities including feature analysis and system tradeoffs

Qualified candidates will possess a Bachelor's Degree in Information Technology, Computer Science from an accredited four-year college or university or a field relevant for successful performance of the essential functions of this job description.

Additional qualifications include:

  • Must demonstrate strong mathematical and analytical skills

  • Demonstrated proficient computer skills in Microsoft Excel, Word and Access

  • Demonstrated back-end system knowledge of applications, tools and processes

  • Driven problem solver with exceptional trouble shooting skills

  • Ability to work independently with little or no supervision and to exercise sound independent judgment

  • Demonstrated strong and effective verbal, written, and interpersonal communication skills

  • Demonstrated high level of professionalism

  • Must be team-oriented, possess a positive attitude and work well with others

  • Superior organizational and analytical skills with keen attention to detail and quality

  • Must possess demonstrated analytical skills to critically evaluate information gathered

  • Demonstrated understanding of basic developmental languages (such as SQL, PHP, PL/SQL etc.) to support software applications

  • Must demonstrate ability to learn and understand secure coding practices

  • Demonstrated strong and effective verbal, written, and interpersonal communication skills in a small team setting

Additional desirable qualification include:

  • Previous administration of Product Support reporting tools

  • Excellent academics (cumulative GPA greater than or equal to 3.0)

  • Familiarity with SDLC, Quality Standards, and Best Practices

  • Experience with Structured Query Language (SQL) and Programming Language/Structured Query Language (PL/SQL)

  • Flash, ActionScript, XHTML, and CSS

  • PHP, WordPress, Java and J2EE (JSP / Struts / JSF / EJB 3 / Hibernate)

  • XML, XPath, XML Schema, and Web Services (SOAP / REST)

  • JBoss Application Server, Web Logic Application Server, Tomcat, JBoss WS / Apache Axis

  • Experience with Agile Methodology

  • Experience working with international offices

  • Garmin product and process knowledge

  • Experience with Avaya CMS and database tables

  • Experience with Oracle Business Intelligence reporting software

Garmin Benefits:

Our benefits are designed to lead an evolving marketplace, support innovation and encourage a healthy balance between work and life. They allow our associates to make their own decisions about their well-being and future and consistently rank Garmin as a top tier benefits provider when compared to other high-tech employers. We offer a choice of high value medical, dental and vision plans with low or no premiums, to fit your and your familys preferences. In addition, Garmins financial benefits include a generous 401K retirement plan that provides 5% of pay base contribution plus a match of 75 cents for every dollar you contribute to a maximum of 10% of your compensation. The employee stock purchase plan allows for shares to be bought at a 15% discount. Garmin offers many other benefits and perks ranging from well-being initiatives, educational assistance and career development, community charity support, and employee discounts just to name a few.

Garmin International is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, veterans status, age or disability.

Posted: 2019-11-23 Expires: 2019-12-22
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Product Support Technical Analyst

Garmin International
Olathe, KS 66061

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