TECHNICAL SUPPORT REPRESENTATIVE

About the role

Assist district representatives, dealers, and their customers relative to technical information, service and warranty problems. Works with the appropriate corporate personnel to see that the customers situation is resolved. Document and process information relative to customer needs, i.e., Field Communication Reports, Product News Alerts, Service Bulletins, Warranty etc. Review documents and historical data to evaluate quality of products and services for possible improvement. Standardize procedures to improve quality and efficiency.

Responsibilities

• Responsible for product and service training needs of our District Representatives, Dealers and their customers by providing a variety of educational programs, videos, and materials such as service school, online video, product news alerts, service bulletins and FAQ information, etc.
• Serve as instructor for training courses at locations required to meet customer training needs. Present subject material in front of a group of people in a clear concise manner that is easily understood.
• Administer warranty and field update programs following internal procedures and guidelines.
• Assist in development of Sales Manual, Operators and Parts Manual and content.
• Assist in product development and testing.
• Field travel to meet customer needs relative to problem resolution, modifications or updates, training, etc. This can include working in physically challenging and dirty environments, performing installation, and maintenance activities.
• Analyze problems with products and resolve whenever possible to prevent recurrence.
• Performs such tasks deemed necessary by the Technical Support Manager.

Qualifications

• Technical school training preferred.
• Background in farm machinery repair and usage strongly preferred.
• Teaching experience and previous technical support experience preferred.
• Above average mechanical ability and knowledge to read drawings and technical manuals.
• Knowledge of electrical systems up to 480V.
• Excellent written and verbal communication skills.
• Must be proficient in the use of Microsoft Word, Excel, Access and PowerPoint.
• Ability to meet deadlines and perform the tasks at hand.
• Valid driver's license required.
• Valid US passport preferred but not required.
• Excellent interpersonal skills demonstrating the ability to work with coworkers, dealers, district representatives, and end users.

Pay & Schedule

Travel could be up to 50% of an employee's week depending on the tasks at hand.