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Technical Support Field Manager Job

Date: Nov 19, 2020

Location: Regina, SK, CA Saint-Hubert, Quebec, CA Winnipeg, MB, CA

Company: AGCO

TITLE: Technical Support Field Manager II

 

This position can be located in Saskatchewan, Alberta, or Manitoba

 

POSITION PURPOSE:

  • The TSFM II (Technical Support Field Manager II) is an AGCO technical representative focused on assisting dealer service departments with product issue resolution. This role combines with the function of the Technical Service Support team whereas the TSFMII will use Technical Service & Support tools and techniques to assist dealers remotely and/or onsite if the greater assistance is needed. The role of this individual carries an excellent understanding of AGCO products; is intimately familiar with how the products are used; has a strong appreciation of customer needs, business practices, and expectations; and has earned the respect of the dealers, customers, and AGCO employees. The TSFMII’s perspective about product strengths, product short-comings, and needed product improvements will be credible and sought-after. The TSFMII will be the eyes and ears for Technical Services & Support whose primary function is to identify, investigate and report on product quality and emerging product reliability issues. The emphasis is to help drive speedy technical resolutions into new assembly as well as into the population of field units.
     
  • The role will have a direct and positive impact on AGCO customers and dealers. The objective is to place emphasis on the "technical side" of the business using experienced technical experts to impact AGCO's product reliability, customer satisfaction, quality, market share and, ultimately, corporate profitability. The TSFMII will be a key element to the successful growth of AGCO products in the North America marketplace.
     
    MAJOR ACCOUNTABILITIES AND RESPONSIBILITIES:
  • Remotely assist and provide technical machine support advice to dealers. Estimate 50% of time managing Tech Connect cases and telephone inquiries.
  • When remote technical support doesn’t provide resolutions, make on-site visits to dealers. Estimate 50% of time dispatched for investigation into the technical issue(s).
  • Assists/coaches/trains dealers on technical problem investigation as well as solution implementation.
  • Works closely with the area Field Team as well as Technical Support.
  • Identifies new issues and investigates to understand product reliability problems.
  • Able to effectively inform dealers about the capabilities and limitations of AGCO products (in response to requests/intentions to use products in ways that are not acceptable).
  • Provides to Technical Support in Jackson and Hesston, thorough reports on product reliability issues by using Tech Connect.  Reports will include dealer/customer input, observations, recommendations provided to the dealer/customer, plus data readings, photos, and video.
  • Conducts first-level inspection, analysis and reporting of failed parts.
  • Trains dealers in the technical process of completing a proper machine Pre Delivery Inspection.
  • Understands and involved with current status of service agenda items.
  • Leads and/or provides translation for service training sessions on an as needed basis.
     
    EDUCATION:
  • Prefer a degree in Technology, Agricultural Sciences, or Engineering, discipline or equivalent experience.
     
    EXPERIENCE, TRAINING & SPECIALIZED KNOWLEDGE REQUIRED:
  • Thoroughly familiar with applied hydraulics, engines, drivetrains, electrical systems, electronics, and air conditioning systems.
  • Excellent technical skills including problem solving & troubleshooting.
  • Understands GPS technology; experience with precision farming products preferred.
  • Excellent verbal and written communication skills.
  • Reliable and able to work independently.
  • Thoroughly understands the assigned role and how it relates to other organizations with which there is interaction (outside AGCO as well as internal to AGCO).
  • Ability and willingness to travel up to 50% both domestically and internationally
  • Experience with heavy equipment (farm or industrial), dealership dynamics, and direct customer interaction.
  • Requirements for Quebec employees, Bilingual French and English.

 

NOTE:

  • The TSFMII may be called on to assist if CHCS technicians are in short supply.

 

Benefits
AGCO offers competitive benefits including options and choices to fit your needs such as medical, dental, prescription drug, life and accident insurance, long and short term disability, matching 401k plan, employee assistance program, and discounted home and auto insurance.
 

Why AGCO?
At AGCO you have a voice and the opportunity to impact our long-term success, as well as your own.  As a Fortune 500 company and one of the global leaders in agricultural equipment manufacturing, we have an extensive network of approximately 3,000 dealers and serve more than 140 countries. We are celebrating our 26th year in business, and pride ourselves on competitive relocation and employee benefit packages. While headquartered in Duluth, Georgia, AGCO has manufacturing facilities all over the world creating and distributing their full-line of products, including Challenger, Fendt, GSI, Massey Ferguson, and Valtra. Join AGCO and become part of a diverse team and grow your career in ways you never imagined. It’s time to embrace your infinite possibilities!

 

AAP/EEO Statement

  • AGCO is an equal employment opportunity employer and is committed to maintaining a workplace that is free of inappropriate or unlawful conduct on the basis of race, color, religion, sex, national origin, age, disability, genetic information, or other protected group status as provided by law.

 

AGCO/RSR

 


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