The Service and Product Support Specialist oversees a specific area (or territory) and supports sales growth and dealer development as a service and product liaison. Working closely with the Territory Sales Manager and providing service support to dealership personnel is the key to this position.
Duties and Responsibilities
Under the supervision of the General Manager, the duties and responsibilities of the Service and Product Support Specialist include, but are not limited to, the following:
Respond to dealer inquiries regarding after sales service issues (via telephone or personally);
Visit dealers to provide training and instructions on service, maintenance and machine assembly issues;
Set up and participate in exhibitions and shows;
Provide support in resolving warranty issues;
Report product quality issues to headquarters;
Submit reports as needed for customer visits, trade shows and product issues;
Train dealerships personnel on the company product line;
Help dealership personnel with on-line ordering of machines, parts and warranty claim submittal;
Assist dealerships in machine set-up and start up at the customer when appropriate;
Assist dealerships regarding after sales service issues, performing diagnostics and repairs;
Organize and assist dealerships with field demonstrations and sales promotion activities; and
Other duties as
Minimum Requirements
Sound knowledge of agricultural mechanics and hydraulics;
Must live in Ontario;
Must provide some personal tools to help in the field if necessary;
Should have 3 to 5 years of experience in customer service in the Ag Equipment industry;
Must be self-motivated and able to work independently;
Willingness to travel occasionally to Europe and/or in the United States/Canada for training and/or meetings;
Valid Driver’s license;
Microsoft Office experience;
Excellent presentation skills and the ability to communicate technical information to a variety of audiences;
Key Relationships
This position interfaces with internal and external contacts:
Internal: Management, Sales, Marketing, Spare Parts