TECHNICAL SUPPORT REPRESENTATIVE

About the Role

Assist district representatives, dealers, and their customers with technical information, service, and warranty problems. Collaborate with corporate personnel to resolve customer situations. Document and process customer needs through Field Communication Reports, Product News Alerts, Service Bulletins, and Warranty documentation. Review historical data to evaluate and improve product and service quality. Standardize procedures to enhance quality and efficiency.

Responsibilities

• Provide product and service training for District Representatives, Dealers, and customers through educational programs, videos, and materials such as service school, online video, product news alerts, service bulletins, and FAQs.
• Serve as an instructor for training courses at various locations to meet customer training needs.
• Present subject material clearly and concisely to groups.
• Administer warranty and field update programs following internal procedures and guidelines.
• Assist in the development of Sales Manuals, Operators and Parts Manuals, and related content.
• Support product development and testing.
• Travel to meet customer needs for problem resolution, modifications, updates, and training (up to 50% of the workweek). This may include working in physically challenging and dirty environments, performing installation, and maintenance activities.
• Analyze product problems and resolve them to prevent recurrence.
• Perform additional tasks as assigned by the Technical Support Manager.

Requirements

• 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.
• Proficiency in Microsoft Word, Excel, Access, and PowerPoint.
• Ability to meet deadlines and perform tasks efficiently.
• 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.