Cutomer Support Representative chez SPUDNIK EQUIPMENT COMPANY LLC

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.