Customer Support Specialist - Animal Feeding NA

What You'll Actually Do, Day To Day

You'll be the first voice a customer hears when something needs fixing, and the reason they hang up confident and back to work.

• Take inbound calls, emails, and chats from users, dealers, OEM partners, nutritionists, herd managers, and producers using our feed management hardware and software.
• Diagnose issues on TMR mixers, scale indicators, load cells, data logging systems, and connected feeding software — walking customers through fixes step by step, in plain English.
• Open, document, and close cases in Salesforce, with the level of detail that lets a Tier 2 engineer pick it up without missing a beat.
• Hit team KPIs on First Contact Resolution, response time, and NPS — and tell us when something in the process is broken so we can fix it.
• Escalate the tough ones to Tier 2 / Tier 3 with full context, and stay on the case until it's closed.

Must-haves

• 1–3 years in a customer support, technical support, or field service role — ideally serving the dairy, beef, livestock, or ag-tech industries.
• Working knowledge of the dairy and/or beef sector: you've either worked on a farm, with a nutritionist, at a feed mill, at an ag dealer, or studied Animal Science / Agricultural Sciences / Vet Med (or equivalent hands-on background).
• Confident troubleshooter — comfortable reading wiring diagrams, interpreting error codes, and explaining the fix without jargon.
• Comfortable in Salesforce, a ticketing system (C4 a plus), Microsoft 365.
• Strong written and verbal English. Spanish is a big plus for serving our growing customer base across the US and Latin America.
• Valid driver's license and willingness to travel to customer sites occasionally (≈10–15%).

Nice-to-haves

• Familiarity with TMR mixers, feed scales, load cells, herd management software, or precision ag platforms.
• Experience with Digi-Star, EZ-Feed, or similar feeding technologies.
• Background in a Tier 1 / Tier 2 support center with SLA-driven KPIs.

What's In It For You

• Competitive base pay, commensurate with experience
• Comprehensive benefits: medical, dental, vision, life, disability, 401(k) with company match, generous PTO, and paid holidays.
• Professional development continuous learning, internal mobility, and a clear path toward Tier 2 Support, Product Specialist, Field Service, or Product Management.
• Global experiences collaborate with teammates in Europe, Australia, and across the Americas.
• Expand your network and your perspective.
• Work-life balance flexible hybrid arrangements from Fort Atkinson, or full remote within NA for the right candidate.