Aftermarket Customer Support Representative for Small Ag, Turf, & CCE

Ahw•Hampshire, IL

7d•Hybrid

About The Position

The Customer Support Representative supports AHW's Small Ag, Turf, and Compact Construction Equipment (CCE) customer base by serving as a regional point of contact for parts, service, equipment support, and general account needs. This role coordinates communication between dealership departments, supports customer engagement activities, identifies opportunities to promote aftermarket solutions, and ensures timely resolution of customer requests while delivering an exceptional customer experience.

Requirements

High school diploma or equivalent required
3+ years of customer service, dealership, parts, sales support, service, or related experience preferred
Knowledge of Small Ag, Turf, Compact Construction Equipment (CCE), or similar equipment, including mechanical, electrical, and hydraulic systems preferred
Strong customer service, communication, interpersonal, and problem-solving skills with the ability to build relationships and identify customer needs
Bilingual in English and Spanish preferred
Ability to work independently in the field and collaboratively with cross-functional teams
Demonstrated ability to manage multiple priorities, organize customer requests, and follow through on commitments
Proficient with Microsoft Office applications, dealership software, and other systems required to perform job duties
Valid driver's license with an acceptable driving record and the ability to safely operate a truck and trailer as needed
Ability to lift items weighing up to 75 pounds and routinely lift items weighing up to 50 pounds

Nice To Haves

additional technical, business, agricultural, or related education and experience preferred

Responsibilities

Visits current and prospective Small Ag, Turf, and CCE customers to build relationships, better understand customer operations, and identify support needs
Serves as a primary point of contact for customer questions related to parts, service, equipment support, scheduling, promotions, and dealership offerings
Identifies opportunities to promote dealership parts, service, maintenance, and support solutions that add value for customers
Maintains awareness of current and upcoming programs, promotions, and dealership offerings and communicates those opportunities to customers
Coordinates customer needs and communications between Parts, Service, Sales, and other dealership departments to ensure timely resolution of requests
Supports dealership sales, parts, and service teams by coordinating customer communication and engagement activities
Creates, processes, and follows up on customer requests, quotes, deliveries, work orders, and other customer-related activities
Coordinates and completes deliveries of parts and equipment, as needed, to customer locations
Maintains accurate records of customer interactions, activities, and follow-up actions within dealership systems
Participates in company-sponsored training and development opportunities to expand product knowledge and customer support skills
Supports dealership events, customer clinics, open houses, and promotional activities as assigned
Maintains professional relationships with customers, coworkers, management, and support resources while demonstrating exceptional customer service
May work extended hours and weekends as necessary to meet customer and business needs
Maintains a safe working environment and adheres to company safety programs
Performs other duties as assigned