Customer Support Specialist Engineer - Feeding NA

Topcon Positioning • Fort Atkinson, WI

3d • Hybrid

About The Position

Topcon Positioning Group is headquartered in Livermore, California, USA (topconpositioning.com). We design, manufacture and distribute productivity tools for developing a brighter future. Whether cultivating the earth or building upon it, Topcon brings innovation in workflow automation and seamless connectivity of data to construction, geopositioning and agriculture industries focused on developing a sustainable tomorrow. Topcon is an equal opportunity employer and does not discriminate against any employee or applicant on the basis of race, color, religion, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, genetic information, or other legally protected status. To learn more about Topcon career opportunities go to www.topconcareers.com .

Why Fort Atkinson, why now Our Fort Atkinson facility is the global home of Topcon's feeding technology — the scales, indicators, and software that thousands of dairy and beef operations across North America rely on every single day to mix, weigh, and track feed with precision. From the morning TMR load on a 2,000-cow dairy in Wisconsin to a custom feedlot ration in Texas, our technology is on the mixer, in the cab, and in the data . You'll join a tight-knit team right in the heart of America's Dairyland, working shoulder-to-shoulder with the engineers, product managers, and field teams who build and deploy these solutions. Real products. Real farms. Real impact.

Requirements

• 1–3 years in a customer support, technical support, or field service role — ideally serving the dairy, beef, livestock, or ag-tech industries.
• Working knowledge of the dairy and/or beef sector: you've either worked on a farm, with a nutritionist, at a feed mill, at an ag dealer, or studied Animal Science / Agricultural Sciences / Vet Med (or equivalent hands-on background).
• Confident troubleshooter — comfortable reading wiring diagrams, interpreting error codes, and explaining the fix without jargon.
• Comfortable in Salesforce, a ticketing system (C4 a plus), Microsoft 365.
• Strong written and verbal English.
• Spanish is a big plus for serving our growing customer base across the US and Latin America.
• Valid driver's license and willingness to travel to customer sites occasionally (≈10–15%).

Nice To Haves

• Familiarity with TMR mixers, feed scales, load cells, herd management software, or precision ag platforms.
• Experience with Digi-Star, EZ-Feed, or similar feeding technologies.
• Background in a Tier 1 / Tier 2 support center with SLA-driven KPIs.

Responsibilities

• Take inbound calls, emails, and chats from users, dealers, OEM partners, nutritionists, herd managers, and producers using our feed management hardware and software.
• Diagnose issues on TMR mixers, scale indicators, load cells, data logging systems, and connected feeding software — walking customers through fixes step by step, in plain English.
• Open, document, and close cases in Salesforce, with the level of detail that lets a Tier 2 engineer pick it up without missing a beat.
• Hit team KPIs on First Contact Resolution, response time, and NPS — and tell us when something in the process is broken so we can fix it.
• Escalate the tough ones to Tier 2 / Tier 3 with full context, and stay on the case until it's closed.
• Run live demos, webinars, and onboarding sessions for new dealers and customers.
• Help build out our knowledge base, self-service articles, and how-to videos so customers can solve more on their own.
• Sit in on new product readiness reviews — your voice from the front line shapes how we launch.
• Partner with Sales, Product Management, and R&D to bring the voice of the customer into the room.
• Flag recurring issues to Engineering so they become fixes, not tickets.
• Test new tools, including AI-assisted support workflows and omnichannel platforms, and tell us what works.
• Bring ideas.

Benefits

• Comprehensive benefits: medical, dental, vision, life, disability, 401(k) with company match, generous PTO, and paid holidays.
• Professional development continuous learning, internal mobility, and a clear path toward Tier 2 Support, Product Specialist, Field Service, or Product Management.
• Global experiences collaborate with teammates in Europe, Australia, and across the Americas. Expand your network and your perspective.
• Work-life balance flexible hybrid arrangements from Fort Atkinson, or full remote within NA for the right candidate.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed