Product Support Specialist
The Product Support Specialist is responsible for delivering an exceptional customer experience by providing advanced technical support to dealers and end-users of the Precision Planting product line. This role will collaborate with R&D in assisting with new product launches. This role will also lead dealer training, assist at trade shows, and create Precision Planting publications.
Primary Responsibilities:
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Field calls from growers and dealers on technical support questions during office hours as well as an after-hours rotation. These calls will include support requests for such things as installation, in-field operation, and in-field break-downs
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Respond to inquiries and call-back requests placed on the on-line ticket system during office hours as well as during the after-hours rotation
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Make on-site service calls when an issue has progressed past the abilities of the local dealer and remote support is no longer an acceptable option
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Communicate issues and future needs to the R&D team for current and future products
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In collaboration with R&D, being actively involved with the go-to-market process for some of our new products to ensure a successful product launch
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Create and deliver on projects focused on customer experience, process improvement, and training effectiveness
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Generate and edit content for technical publications including operator and installation manuals, technical and service bulletins, knowledge base articles, and product instructions.
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Lead breakout sessions of both introductory and advanced level dealer training.
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Lead breakout sessions during Precision Planting conferences
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Set-up, tear-down, and staffing of show booths at various regional and national trade shows
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Rebuild and maintain planters used for trade shows, testing, training, etc. This includes the installation of all products
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Assist and occasionally present at Planter Technology Institution events
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Compile, analyze and report on test plot and field data to assist in the marketing and research of products
Required Skills/Experience:
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Bachelor’s degree in Agriculture, Business or related field
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Ability to work effectively in a collaborative team environment
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Effective communicator (both written and verbal)
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Experience in presenting to groups
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Creative problem solving to overcome obstacles
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Professional approach and interpersonal skills
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Willingness to develop and grow
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Basic mechanical skills and knowledge
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Willingness and ability to adapt to changing priorities