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:

• 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

• 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

• 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

• Communicate issues and future needs to the R&D team for current and future products

• 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

• Create and deliver on projects focused on customer experience, process improvement, and training effectiveness

• Generate and edit content for technical publications including operator and installation manuals, technical and service bulletins, knowledge base articles, and product instructions.

• Lead breakout sessions of both introductory and advanced level dealer training.

• Lead breakout sessions during Precision Planting conferences

• Set-up, tear-down, and staffing of show booths at various regional and national trade shows

• Rebuild and maintain planters used for trade shows, testing, training, etc. This includes the installation of all products

• Assist and occasionally present at Planter Technology Institution events

• Compile, analyze and report on test plot and field data to assist in the marketing and research of products

Required Skills/Experience:

• Bachelor’s degree in Agriculture, Business or related field

• Ability to work effectively in a collaborative team environment

• Effective communicator (both written and verbal) 

• Experience in presenting to groups

• Creative problem solving to overcome obstacles

• Professional approach and interpersonal skills

• Willingness to develop and grow

• Basic mechanical skills and knowledge

• Willingness and ability to adapt to changing priorities