Position Title: Product Specialist, Grain DryersDepartment: 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.