Cutomer Support Representative

Description

Building strong relationships with our customers goes far beyond having the parts they need or reducing their down time. It’s about understanding the entire customer journey; starting with what they experience from the moment they start thinking about buying a part or requesting technical support and ending when they receive an invoice and pay us. We must make that “journey” as straightforward, transparent, and efficient as possible. It must be a journey each customer looks forward to making again.

Customer Support Representative (CSR) Essential Duties

1. Customers: Cultivate long-lasting relationships, develop trust, and be a true consultant to Customers by:

• Regularly visiting customers for machine setups and PDIs, start-ups, demonstrations, post-planting or post-harvest inspections, etc.
• Acting as a main point of contact for technical support, quickly resolving customer inquiries related to equipment performance, maintenance, and operation.
• Keeping customers informed with impeccable follow-up on all service requests, warranty claims, and Aftersales support activities.

2. Grow the Business: Actively promote parts and service with new products and programs to ensure steady growth in sales, margin, and market share from year to year in the area by:

• Proactively recommending service and parts packages or retrofit kits during customer visits.
• Identifying customers who are not currently working with Spudnik, or could work with us more, and make and implement plans to start consulting them.

3. Employees: Support and collaborate with the service team to maximize performance and provide exceptional service by:

• Coordinating with Service Technicians on machine PDIs, setups, and service jobs, both in-house and in the field.
• Sharing feedback and technical expertise with the Store Manager and Technicians to ensure continuous learning and improvement.
• Providing training and mentorship to newer technicians as requested to ensure they understand equipment setups, customer service expectations, and technical processes.

4. Store Operations: Contribute to smooth Store operations by providing accurate documentation by:

• Assisting in maintaining accurate records for parts orders, quotes, SROs, warranty claims, billable hours, etc.
• Collaborating with the parts department to ensure timely availability of required parts for customer service jobs and ongoing maintenance needs.

Qualifications

• Technical aptitude with agricultural or mechanical equipment.
• Strong customer service and communication skills.
• Ability to build rapport and manage client relationships.
• Experience in field support, demos, or customer education preferred.
• Detail-oriented with follow-through on technical support cases.
• Ability to work independently and as part of a service team.
• Must be able to occasionally lift and/or move up to 50 pounds.

Level 1 (Entry-Level/Foundational):

• Capable and competent in performing tasks, contributing to the team, and focusing on learning and applying foundational skills.
• Works under close guidance and supervision, requiring support for problem-solving and decision-making.
• Completes assigned tasks efficiently but primarily focuses on individual contributions.
• Shows eagerness to learn and develop but relies on established processes and routines.

Level 2 (Intermediate/Proficient):

• Demonstrates strong competence in their role, able to handle more complex and varied tasks.
• Works with moderate independence, taking initiative to solve problems and adapt to changing circumstances.
• Balances efficiency with quality while optimizing work processes.
• Acts as a proactive collaborator, supporting cross-functional efforts and driving team outcomes and success.

Level 3 (Advanced/Expert):

• Operates at an expert level, consistently delivering high-impact results to drive success and solving complex challenges.
• Works autonomously, taking ownership of outcomes, and trusted to make strategic decisions to elevate team performance.
• Innovates and optimizes processes, introducing new methods to achieve goals more efficiently.
• Demonstrates an excellent attitude, fostering collaboration, positivity, and alignment with organizational values; often oversees or mentors Level 1 and 2 employees.
• Consistently goes beyond assigned tasks, works through time constraints, aligns efforts with long-term goals, and setting a strong example for others.