Product Support Representative II

Job Title: Product Support Representative II 34867

Description:

• Provides product and customer support or training for products, services, or initiatives and drives activities to improve reliability and serviceability of products.
• Resolves advanced product problems using known information & personal knowledge.
• Identifies advanced to moderately complex problems and may need to refer some of them to higher levels for resolution.
• Locates existing information from multiple sources within Company to identify previously successful solutions to similar problems.
• Develops new solutions and provides product technical support to field teams, channel partners, customers on advanced problems; and coaches channel partners on the use of problem resolution tools.
• May participate in Product Improvement Program (PIP) development and on problem solving teams.
• Provide advanced research for Model Product Development Program (PDP) projects or product improvement programs within Product Support as requested.
• May develop and deliver technical training. Travels as necessary to collect failure data to provide problem definition on advanced problems.

Responsibilities:

• Provides product or technical support to field teams, channel partners, or customers on advanced problems.
• May include implementation of reimbursement policies and may include Parts or Marketing recommendations.
• May coach channel partners in use of problem resolution tool to promote self-sufficiency.
• Prioritizes problems and researches solutions, authors and enters documentation on complex technical issues and solutions into database, or for bulletin publication.
• May participate in development and/or execution of field programs for product non-conformance (Product Improvement Programs (PIPs), Field Intro Programs (FIPs)) and/or safety programs.
• May include translation activities in non-United States locations. In support of established processes, may travel to the field, or visit suppliers; to collect failure data to provide problem definition, to assist in product tests, or to collect market intelligence or competitive comparisons.
• May travel to the field to provide problem resolution on advanced problems. Develops and delivers training for products, services or initiatives.
• May also develop technical, promotional or marketing information and assist Marketing by representing Product Support at promotional events for branches or other channel partners.
• Participates in problem solving teams and provides advanced research for model product delivery processes or product development programs.
• May have specific responsibility for initial stock orders (ISOs) or ASSET (system that automatically orders special tools when a dealer orders a product for the first time). May assist in development of Parts and Service programs and pricing strategies.
• May provide work direction to contract employees or junior staff, and may enter data for budget control and track expenditures.

• Promote use and improvement of Technical Information and preferred delivery channels
• Assist Problem Resolution Specialists in collecting data supporting development of Evidence Packages to reduce time to resolve field issues
• Assist Dealers/TCSM's (Territory Customer Support Manager) with in-field problem resolution
• Identify need for developing and authoring new solutions
• Participate in cross functional teams in areas including Problem Resolution, Product Improvement, Product Development and Marketing by representing the voice of the customer
• Participate in development and delivery of technical training material
• What Skills You Need (Required skills/experiences)
• Experience demonstrating strong analytical skills and sense of urgency in solving customer issues.
• Strong ability to self-learn and share product knowledge.
• Experience reading engineering prints and schematics.
• Experience/aptitude of strong technical skills & knowledge, particularly in hydraulic and electric systems.
• Ability and willingness to travel domestically up to 25% and internationally on occasion.

Education:

• Bachelor's Degree in Agriculture, Technology, Engineering, Marketing, or equivalent discipline/work experience.

What Makes You Stand Out (Desired skills/experiences):

• Knowledge or experience supporting products and their functions.
• Knowledge or experience with AMS (Ag Management Solutions) components.
• Knowledge or experience with the CCMS.