Customer Support Specialist Animal Feeding NA

Topcon Positioning Group is headquartered in Livermore California USA ().

We design manufacture and distribute productivity tools for developing a brighter future. Whether cultivating the earth or building upon it Topcon brings innovation in workflow automation and seamless connectivity of data to construction geopositioning and agriculture industries focused on developing a sustainable tomorrow.

Topcon is an equal opportunity employer and does not discriminate against any employee or applicant on the basis of race color religion national origin gender gender identity sexual orientation protected veteran status disability age genetic information or other legally protected status.

To learn more about Topcon career opportunities go to .

Why Fort Atkinson why now

Our Fort Atkinson facility is the global home of Topcons feeding technology the scales indicators and software that thousands of dairy and beef operations across North America rely on every single day to mix weigh and track feed with precision. From the morning TMR load on a 2000-cow dairy in Wisconsin to a custom feedlot ration in Texas our technology is on the mixer in the cab and in the data.

Youll join a tight-knit team right in the heart of Americas Dairyland working shoulder-to-shoulder with the engineers product managers and field teams who build and deploy these solutions. Real products. Real farms. Real impact.

What youll actually do day to day.

Youll be the first voice a customer hears when something needs fixing and the reason they hang up confident and back to work.

Customer Support (70%)

• Take inbound calls emails and chats from users dealers OEM partners nutritionists herd managers and producers using our feed management hardware and software.
• Diagnose issues on TMR mixers scale indicators load cells data logging systems and connected feeding software walking customers through fixes step by step in plain English.
• Open document and close cases in Salesforce with the level of detail that lets a Tier 2 engineer pick it up without missing a beat.
• Hit team KPIs on First Contact Resolution response time and NPS and tell us when something in the process is broken so we can fix it.
• Escalate the tough ones to Tier 2 / Tier 3 with full context and stay on the case until its closed.

Product Knowledge & Training (10%)

• Run live demos webinars and onboarding sessions for new dealers and customers.
• Help build out our knowledge base self-service articles and how-to videos so customers can solve more on their own.
• Sit in on new product readiness reviews your voice from the front line shapes how we launch.

Collaboration & Customer Feedback (10%)

• Partner with Sales Product Management and R&D to bring the voice of the customer into the room.
• Flag recurring issues to Engineering so they become fixes not tickets.

Continuous Improvement (10%)

• Test new tools including AI-assisted support workflows and omnichannel platforms and tell us what works.
• Bring ideas. We mean it.

What were looking for

Must-haves

• 13 years in a customer support technical support or field service role ideally serving the dairy beef livestock or ag-tech industries.
• Working knowledge of the dairy and/or beef sector: youve either worked on a farm with a nutritionist at a feed mill at an ag dealer or studied Animal Science / Agricultural Sciences / Vet Med (or equivalent hands-on background).
• Confident troubleshooter comfortable reading wiring diagrams interpreting error codes and explaining the fix without jargon.
• Comfortable in Salesforce a ticketing system (C4 a plus) Microsoft 365.
• Strong written and verbal English. Spanish is a big plus for serving our growing customer base across the US and Latin America.
• Valid drivers license and willingness to travel to customer sites occasionally (1015%).

Nice-to-haves

• Familiarity with TMR mixers feed scales load cells herd management software or precision ag platforms.
• Experience with Digi-Star EZ-Feed or similar feeding technologies.
• Background in a Tier 1 / Tier 2 support center with SLA-driven KPIs.

How you show up

• You like solving problems not just closing tickets.
• Youre patient with a customer whos frustrated at 5 a.m. before milking.
• Youre curious about the product the industry the customer the data.
• Youre a teammate first. You share what you learn

Whats in it for you

• Competitive base pay commensurate with experience
• Comprehensive benefits: medical dental vision life disability 401(k) with company match generous PTO and paid holidays.
• Professional development continuous learning internal mobility and a clear path toward Tier 2 Support Product Specialist Field Service or Product Management.
• Global experiences collaborate with teammates in Europe Australia and across the Americas. Expand your network and your perspective.
• Work-life balance flexible hybrid arrangements from Fort Atkinson or full remote within NA for the right candidate.

Ready to Make an Impact

If you want your work to have a real tangible effect supporting the producers nutritionists and dealers who keep North Americas dairy and beef operations running every day wed like to hear from you. Apply today!