Reports to: Customer Success Manager
Date: July 10, 2023
Expert listening and problem-solving skills are a must for this challenging and rewarding position which is often the front line for customer success. By listening effectively to find the root cause of issues, and communicating in a clear and friendly way, the Equipment Support Technician can solve the issue and provide a positive customer experience. Equipment Support Technicians know how to diffuse a tense situation and do everything within reason to resolve the issue quickly and effectively. They have a deep understanding of how equipment operates, how to troubleshoot different scenarios, and fix equipment hands on.
Summary
The Equipment Support Technician is responsible for providing effective technical support for all customers by using knowledge of company products and services as well as mechanical and equipment know-how. EST’s interact with customers to provide advice, support, hands-on assistance, and direction for questions, concerns and complaints by phone, internet, fax, and in person.
Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Partner with customers to effectively resolve issues through phone (primary channel), email, chat, and in person using professional customer service techniques.
- Travel to dealers and customers in the field who may need hands on repairs.
- Answer how-to questions and help customers navigate their equipment successfully.
- Assist in helping customers locate the correct item numbers with the use of technical manuals/prints/literature and ensuring they find correct pricing by providing or showing them how to locate information.
- Answer customers’ questions about products, prices, availability, service, shipping, and invoicing.
- Answer any technical questions they may have about whole goods and parts.
- Maintain customer records using automated systems.
- Work with all departments to expedite orders as needed to meet customer demand.
- Direct customers on how to use the online dealer system with patience and clear direction.
- Diagnose equipment issues and engage with Engineers to resolve issues and provide data.
- Complete the RMA process with customers to quickly resolve orders.
- Collaborate with internal teams to identify opportunities for removing roadblocks or recommending improvements.
- Show composure, resilience, and flexibility as customer needs evolve and case volume changes.
- The tasks listed above are not intended to limit other tasks that might reasonably be assigned as necessary.
Competencies
| · Customer/Client Focus | · Computer Skills | · Organizational Skills |
| · Troubleshooting Initiative |
· Hydraulics Knowledge |
· Communication Proficiency |
| · Mechanical Know-How | · Performance Management | · Technical Capacity |
Minimum Qualifications
- 2-year Ag Technology degree or equivalent.
- Two plus years of farm equipment operating, servicing, or equivalent.
- Proficiency in Microsoft 365 products and computer skills.
- Ability to multi-task and work in a fast-paced environment.
- Excellent written and verbal communication skills.
- CRM, automated systems usage.
- Must professionally interact with customers, employees, and management as necessary.
Work Environment
This job operates in a professional office environment and in the field with equipment. This role routinely uses standard office equipment such as computers and phones. It also utilizes in the field support items such as vehicles, welders, power tools, hand tools, etc.
Position Type/Expected Hours of Work:
Extreme schedule flexibility is required for this position. Some remote work will be accommodated, in the office, and traveling to customers’ locations last minute notice. “Core” work hours of 7:00 a.m. to 3:30 p.m. for support availability and must work 40 hours each week to maintain full-time status.
Travel
This position requires up to 80% travel during certain times of the year.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
We maintain a drug-free workplace and perform pre-employment substance abuse testing.
