Ag Product Support Specialist

In this role, the product support specialist will provide superior phone support to all of our ag customers, including customers in the field, and internal employees within our stores. The product support specialist will work with a team of peers to use their knowledge and resources to answer questions from customers to aid in getting their agricultural equipment operational. They will log each call into a Microsoft Dynamics program RDO uses for case management, where each customer problem is logged, researched and answered. This individual must be able to think on their feet and work together as a team to provide world class support. This individual's primary focus is on John Deere ag equipment and technology product lines.

Specific Duties Include:

• Answer phone calls from customers to begin process to resolve their issue. Determine what root cause of the issue is and how to best relay answer back to customer through use of email, phone, and text capabilities.

• Track common problems and technical issues through documentation in Microsoft Dynamics 365.

• Provide customers with expert advise and solutions in customer facing events, like field demos and customer clinics. Provide other RDO team members with solutions to aid in their knowledge level for better customer engagement.

• Build relationships with manufacturing partners to aid in getting solutions to problems that exist. Provide feedback to Deere in DTAC system with any problems requiring a DTAC case

• Research technical problems through resources including internal Dynamics documented cases, John Deere dealer resources, and internal experience.

• Attend internal training on John Deere ag products and precision ag technology. Attend John Deere training events and webinars as they become available to stay current on latest technology.

• Identify issues that can be solved with knowledge base articles for continual improved support experience for the customer.

• Create whitepaper concepts and continually add known issues to our internal database of issues.

• Develop and maintain a strong working relationship with store service management to create an environment that maximizes value to our customers and the organization.

• Follow all safety rules and regulations while performing work assignments and adhere to all policies and procedures as specified in company manuals and as directed in the employee handbook.

• Conduct self in the presence of customers and community so as to present a professional image of RDO Equipment Co.

• Proactively seek and participate in available company-sponsored training, in an effort to develop and advance knowledge base and skill set.

• Participate in all company/location driven communication efforts, including open book meetings, huddles, department meetings and other related efforts.

• Maintain a positive and professional working relationship with peers, management, and support resources, with a constant commitment to teamwork and exemplary customer service.

• Perform all other duties as assigned by management in a professional and efficient manner.

Job Requirements:

• Industry experience, including experience with John Deere Ag and Precision Ag equipment.

• Experience and knowledge of call center operations.

• Proven ability to build relationships with customers, store personnel, and management

• Ability to evaluate and assess operations and respond to changing needs.

• Ability to work independently.

• Strong communication