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Product Support Team Lead Job

Date: Nov 10, 2020

Location: Tremont, US

Company: AGCO

Product Support Team Lead

 

The Product Support Team Lead is responsible for leading a group of 3-4 specialized Support Specialists in delivering a differentiated customer experience by providing service and support to the dealers and end-users of the products represented by this team.

 

Primary Responsibilities:

  • Lead a team of 3-4 Product Support Specialists in providing industry-leading service & support to the end-users of Precision Planting products and services.
  • Provide leadership to the day-to-day operations of the specialized team, while maintaining alignment of those operations with the company’s strategic goals.
  • Takes a proactive posture in leveraging the strengths of the individuals within the team and growing them as professionals by coaching the areas of opportunity.
  • Be a champion for the customer experience and provide guidance to empower team members to uphold that experience.
  • Takes ownership of the customer experience metrics and uses those analytics to create tactical action to enhance the interactions of the team.
  • Actively receives feedback from dealers, end-users and other team members to accurately guide and inform the organization of customer trends.
  • Ensures that all manuals, technical publications and documentation for products represented by this team are current. 
  • Field calls from growers and dealers on technical support questions during office hours as well as an after-hours rotation.  These calls will include support requests for such things as installation, in-field operation, and in-field break-downs.
  • Respond to inquiries and call-back requests placed on the on-line ticket system during office hours as well as during the after-hours rotation. 
  • Make on-site service calls when an issue has progressed past the abilities of the local dealer and remote support is no longer an acceptable option. 
  • Provides thought leadership on training content to be developed for the products represented by the team.
  • Takes ownership and leads training classes at our dealer training events.
  • In collaboration with R&D, be actively involved with the go-to-market process for new products to ensure successful product launches.

 

Required Skills/Experience:

  • Bachelors in Agriculture or related field
  • 3+ years of experience in supporting precision agriculture products
  • Is passionate about people leadership and growing individuals 
  • Ability to simply define and communicate team goals, establish expectations and hold team accountable
  • Maintains a professional disposition and leads with integrity
  • Willingness to coach team members quickly and consistently 
  • Effective communicator (both verbal and written) 
  • Creative problem solving to overcome barriers 
     


Nearest Major Market: Peoria

Job Segment: Agricultural, Manager, Technical Support, Agriculture, Management, Technology