Ag Product Specialist

Crary Industries is seeking a Product Support Specialist to join the Crary Ag Team. This role will be based in the West Fargo location.

Position Objective

To engage in support activities required for the service of Crary Ag products. Duties include, but not limited to telephone troubleshooting of products, assist with parts and service materials needed by our dealers, order entry, and support activities of our division. The Ag Product Support Specialist must exhibit pro-active Product support efforts for the Crary Ag Product Line. Individual will work closely with customers, dealer service and parts managers, engineering, and other areas of business. Individual must have a good functional understanding of customer service principles and importance of applying them in all instances.

Key Activities/Responsibilities:

  • Educating the client on how to use and maintain their equipment
  • Perform maintenance and provide customer support via phone or video chat and occasionally onsite, in person
  • Diagnose problems and come up with solutions to repair them
  • Order parts needed for repairs if needed
  • Fill out detailed reports and keep records on services that have been performed
  • Explore root cause, give recommendations, and document for continued improvement
  • Explain issues with equipment and repairs to customers
  • Build and maintain relationships with customers
  • Install new products, and test them to ensure they are working correctly
  • Create media tools regarding equipment, operation, safety, and service troubleshooting

· To create and implement regular customer “surveys” related to product satisfaction and service satisfaction. To devise and implement other strategies for determining level of customer satisfaction with all products, including performance, reliability, packaging, and delivery

· To engage in other activities on behalf of Crary Industries. These may include show or other sales activities, testing, in field repairs and check fit, as determined by the Ag Business Unit Director to be in the best interest of Crary Industries with regard to other available personnel

· Possible additional assignments may include expediting service item requirements and parts forecasting

· Follows all safety rules and regulations in performing work assignments

  • Follow company internal and field procedures and protocols

Education:

· Associates or Bachelor’s degree preferred

· Equivalent combination of education and experience may be accepted

Job experience:

· Previous agricultural industry or equipment dealership experience preferred

· 3+ years customer service experience preferred

· Experience in troubleshooting equipment service issues, while engaging in customer relations is preferred

Skills required:

  • Must have a high level of technical and mechanical competence in the Ag. Service area
  • Ability to operate and understand mobile equipment.
  • Possess mechanical skills to perform maintenance tasks
  • Ability to troubleshoot, test, repair and service technical equipment
  • Experience with hydraulic systems & electronic controls
  • Demonstrate sufficient knowledge of agricultural equipment repair to inspire confidence in fellow employees and customers
  • Proficient with engineering drawings
  • Be capable of interpreting financial data and understand cost, overhead, and margin requirements to achieve the financial goals as determined in the annual operating budget
  • Maintain and cultivate professional relationships with fellow employees, company owners, customers, and product vendors
  • Maintains a clean and safe working environment, attention to unloading / loading trucks and moving equipment
  • Ability to handle stressful situations professionally
  • Ability to effectively communicate with employees and customers, both in a one-on-one and group setting
  • Strong organization skills and internal drive to see tasks through to completion.
  • Strong training and coaching skills
  • Ability to use standard computer applications such as MS Office as required to fulfill the essential duties of the position
  • Valid driver’s license

The qualifications listed above are guidelines. Other combinations of education and experience could provide necessary knowledge, skills, and abilities to perform this job.

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