Customer Support Representative

SPUDNIK EQUIPMENT COMPANY LLC•Grafton, ND

3d•Onsite

About The Position

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.

Requirements

Technical aptitude with agricultural or mechanical equipment.
Strong customer service and communication skills.
Ability to build rapport and manage client relationships.
Detail-oriented with follow-through on technical support cases.
Ability to work independently and as part of a service team.
Regular lifting, carrying, pushing, or pulling of materials weighing up to 50 lbs, performed safely and as part of normal duties.

Nice To Haves

Experience in field support, demos, or customer education preferred.

Responsibilities

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.
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.
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.
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.
Model company values – We listen, We walk our talk, We challenge tradition, We do the right thing, We work safe.
Other duties and responsibilities may be assigned as necessary.