Product Support Representative II

Job Title: Product Support Representative II

Location: Urbandale IA

Shift Details : 1^st Shift

Duration: 12 months contract with a possibility of extension

Job Description:

Roles and Responsibilities:

Role: Machine Support Specialist

MAJOR DUTIES :

• Technical aptitude and a strong sense of urgency in troubleshooting problems.
• Previous precision ag technology experience would be a big plus Your Responsibilities
• As a Machine Support Specialist for ISG (Intelligent Solutions Group) located in Urbandale Iowa
• you will troubleshoot complex issues support Channel Partners Field Teams and Customers by using the CCMS (Case & Contact Management System formerly known as DTAC) to resolve complex field issues.

FUNCTIONAL SKILL DUTIES:

• 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/TCSMs (Territory Customer Support Manager) with infield 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 selflearn 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.
• Ability and willingness to work occasional Late shift (11:00 am 7:30 pm) including extended and weekend hours to support seasonal volume.

DESIRED SKILLS AND EXPERIENCE :

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

EDUCATION :