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Dealer Representative in Racine, WI at VisionPRO

Date Posted: 12/6/2018

Job Snapshot

Job Description

Off Equipment Support Specialist

Job Description

  • The Off-Equipment Support Specialist plays a critical part in the long-term success of the industrials dealers and customers as they provide operational and technical support of our web-based systems.
  • In this position you will be an advocate for our dealers and customers by troubleshooting issues and providing answers to their support inquiries.
  • If you are self-driven, continually want to advance your skills, and enjoy working in a team environment, the Off-Equipment Support Specialist may be right for you.
  • Quickly answering off-equipment operations questions (Connect Portals, Vehicle Management System, Remote Service tool etc.) from the dealers or from the Field Service representatives using personal knowledge, experience, and available reference sources.
  • Work closely with technical support teams, field sales managers and regional service managers to provide expertise of AFS/PLM connect and other off-equipment systems.
  • Documenting all questions and data into a contact tracking application (our web-based contact management system) for: future reference by other internal people by:
  • Creating additional documents that allow dealers to search the self-help resources and provide information to the quality, engineering and support teams to identify emerging product or application issues and help improve reliability and serviceability of the products,
  • Statistical use, to help identify emerging product issues.

The Off-Equipment Support Specialist is responsible for:

  • Serve as the first point of contact (via email, web based or phone) to provide application and technical support.
  • Research, analyze and troubleshoot problems.
  • As needed, develop workarounds and communicate to clients.
  • Learn fundamental operations of commonly used software, hardware, and other equipment.
  • Escalate and document issues within the Knowledge database and other resources that cannot be resolved by support levels I or II.
  • Serve as the technical liaison between clients and our Product Development team.
  • Help improve reliability and serviceability of the products by performing necessary product testing to determine if the problem is an application issue, user issue, training issue, bug or enhancement request.
  • All other duties, as assigned.

Requirements:

  • Associates Degree or bachelor’s degree (in IT related field) with at least 2 years’ experience. Or in lieu of degree, 4 years of related experience.
  • Ability to work a fluctuating schedule Monday through Sunday especially during planting and harvest seasons.
  • Ability to obtain a Passport and a valid driver’s license.

Preferred Skills/Experience:

  • Remain current on agricultural operational developments and evolving field practices through field contacts/visits, attending meetings and working with dealership technicians.