Product Specialist, Grain Dryers - Naperville, United States - AG Growth International

Description

Position Title:
Product Specialist, Grain Dryers


Department:
Customer Experience


Location:
Naperville, IL

About AGI

AGI is a global food-based infrastructure company publicly traded in Canada.

With over 4,200 employees and over 30 global manufacturing brands, AGI is a leading provider of equipment and technology solutions for agricultural commodities including seed, fertilizer, grain and feed systems and an expanding platform for food processing facilities.

The Opportunity

The role will assist customers with technical issues that may arise while using AGI products and services and be the subject matter expert for AGI products and services, expected to diagnose complex technical issues.

They will provide expertise to customers, answer inquiries, and offer recommendations.

They will be responsible for troubleshooting problems, providing step-by-step instructions, diagnosing software and/or hardware issues, partnering with engineering for complex cases when necessary and creating support documentation and training materials.

The Team

The role will report to the Customer Experience Manager and collaborate with sales and engineering, to gather feedback for product improvement, and to stay updated on industry trends.

Responsibilities

Responsible for following the company's safety policies, procedures, and compliance rules. Ensure that customers requiring technical support are operating in a safe environment.
Understand customer needs and expectations, provide excellent direct and indirect service and fulfill customer expectations
Track and monitor service requests to ensure timely resolution; keep users informed of status.
Assist in development of technical materials necessary for Sales and Sales Execution departments to properly recommend AGI products and services
Provide support and training to field service technicians for proper installation, servicing, and commissioning of AGI equipment
Support the creation or modification of customer-facing documentation, internal technical documentation, and training material
Provide technical support and problem resolution activities
Serve as the escalation point for customer experience agents, working cases to resolution
Use best-practice customer service tools and techniques to work with individuals and groups in a constructive and collaborative manner
Set priorities, perform triage, and know when and how to escalate problems
Maintain thorough logs to assist the department in continuous systems improvement, track workload and resolve recurring problems
Coach users towards independence on common technical practices and procedures; empower users to leverage their technological tools
Maintain strict confidentiality of the firm's internal and personnel affairs
Work with customers to define requirements, address technical concerns and provide project status.
Document customer interactions within Salesforce
Perform additional related duties as requested or required.
Qualifications

Associate or Bachelors Degree in Engineering, or equivalent work experience
1-2 years' experience in technical support preferred
Ability to troubleshoot hardware, software, and controls networks, as applicable
Ability to read and interpret engineering drawings and schematics
Understands software installations in addition to software/hardware/controls interactions, as applicable
Technical ability to read engineering documentation and advise proper parts needed
Excellent communication skills, both written and verbal.
Strong analytical and problem-solving skills
High attention to detail and results
Mechanical and technical skills and knowledge
Able to follow directions
Able to work with minimal supervision, both alone and in teams.
Results-oriented while maintaining attention to detail
Able to effectively prioritize work based on demand
Ability and willingness to learn
Proficient in MS Office applications (Word/Excel/PowerPoint/Teams)
Ability to work within multiple software applications and/or ERP Systems for quoting purposes
Proficient in SolidWorks, and/or other CAD programs, as applicable
Proficiency using Salesforce is an asset
Ability to travel 30% within North America and occasionally to some of our international sites.

AGI is an equal opportunity employer and values diversity. All employment is decided on the basis of qualifications, merit and business need.

Accommodations are available upon request for candidates with a disability taking part in the recruitment process and once hired.
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