Product Support Engineer

Sabanto•Ames, IA

4d•Onsite

About The Position

Provide technical support to Sabanto customers and dealers to enhance their user experience and improve their product knowledge, their effectiveness and efficiency of repair and maintenance, and the quality of their autonomous system operations. Monitor, analyze, and report the need to improve product quality and maintain customer satisfaction.

Requirements

Bachelor’s degree in Ag Systems Technology, Ag or Mechanical Engineering.
In lieu of a degree at least 3 years of experience in a service related role required
Be able to analyze information to create and communicate repair solutions
Must be comfortable demonstrating and explaining new technology to others.
Excellent analytical and decision making skills.
Strong organizational skills with attention to detail.
Ability to work in a fast paced, high-pressure environment.
Willingness and ability to install an autonomy kit onto a vehicle.
Capability to learn and understand electrical and communication systems.
Experience operating agricultural equipment and precision agriculture technology.

Responsibilities

Provide technical support to Sabanto customers, dealers, and company field sales/service colleagues via phone, on-line systems and messages, and on-site visits. Attempt to resolve concerns during the first contact. Report on recommendations and actions.
As necessary, collect and analyze parts and components from the field to research the root cause of failures. Report on the results. Develop, propose, and implement field service solutions as applicable. Coordinate activities with our operations and field sales/service colleagues as required.
Inform dealers, field teams, and customers about service concerns and/or solutions via service bulletins, email, phone, text, and other digital channels.
Provide training to customers, dealers, co-workers, and other company staff on products, new features, and Sabanto systems.
Support Sabanto’s sales organization at both internal and external company events, addressing product complaints and field product questions.
Through self-training, continually increase product knowledge using technical service reports, service/sales bulletins, call records, field testing opportunities and other available resources. Actively participate in available technical training.
Monitor and research product developments in the market and report as appropriate.
Develop training and informational content for Sabanto’s Online Knowledgebase.
Conduct other activities related to this position as assigned by Sabanto’s leadership team.