Job Description

Description

Position Specifics

Department:      CAPS

Reports to:        Support Center Manager

Supervises:       None

Purpose

Responsible for monitoring incoming customer and dealer personnel calls with the intent of quickly addressing questions and precision ag equipment problems to minimize machine, technology or digital solution downtime.

Responsibilities

• Monitor incoming calls to the Support Center and quickly and accurately resolve common data, digital and embedded solution questions and errors
• Perform remote diagnostics using Remote Display Access (RDA)
• Develop strong relationships with appropriate individuals in sales and service departments for ticket escalation as needed
• Leverage Operations Center and connected apps to review and edit customer data
• Abide by company data privacy policies
• Quickly and accurately document and communicate summaries of actionable recommendations
• Analyze call and ticket data to provide training recommendations on frequently asked questions
• Maintain a positive and professional working relationship with peers, management, and support resources with commitment to teamwork and exemplary customer service
• May work flexible hours, including evenings and some weekends

Qualifications

Experience, Education, Skills and Knowledge

• 2+ years’ experience in an agriculture-related role
• Dealership Service or Integrated Solutions or other related work experience preferred
• Experience using standard desktop load applications such as Microsoft Office and internet applications
• Experience meeting or exceeding customer service expectations
• Experience analyzing and interpreting data and reports
• Ability to operate with a solutions approach and identify existing/emerging customer needs
• Ability to manage a fast-paced environment
• High school diploma, GED, or equivalent experience required; Associate degree preferred