Product Support Specialist

AG EXPRESS ELECTRONICS INC • Sulphur Springs, IN

2h • Onsite

About The Position

Ag Express Electronics is seeking a Product Support Specialist who will provide responsive, accurate, and professional support to customers using Ag Express Electronics (AEE) products and services. This role serves as a primary point of contact for inbound inquiries and is responsible for ensuring customers receive timely resolution, clear communication, and a positive service experience.
The Product Support Specialist supports order processing activities—including order status updates, warranty and RMA creation, and drop ship order coordination—while also assisting with product specifications, basic troubleshooting, and the development of technical resources that improve customer understanding and self-service. This position requires strong attention to detail, effective communication skills, and the ability to manage multiple priorities while contributing to a high-quality customer experience.
This position is located at our Sulphur Springs, Indiana location.

Requirements

• Proficient in Microsoft 365 (Outlook, Excel, Teams, etc.) and customer relationship management (CRM) systems.
• Ability to navigate support documentation, product manuals, and internal databases to resolve customer inquiries efficiently.
• Skilled in identifying, troubleshooting, and resolving product-related issues over the phone or through written communication.
• Comfortable using and learning support tools, tracking systems, and quoting software.
• Exceptional verbal and written communication skills with a patient, professional, and customer-focused demeanor.
• Active listening and problem-solving abilities with a strong commitment to delivering a positive customer experience.
• Ability to translate technical information into clear, customer-friendly language.
• Ethical, service-oriented, and approachable with a collaborative mindset.
• Strong attention to detail and follow-through in managing quotes, customer records, and order tracking.
• Ability to work independently while prioritizing tasks in a fast-paced, multitasking environment.
• Self-motivated with the initiative to identify improvement opportunities and solve problems proactively.
• High school diploma required.
• 1–3 years of experience in customer service, technical support, order processing, or a related role preferred.
• Willingness to complete internal products, systems, and process training.

Nice To Haves

• Associate degree in Agriculture, Electronics, Business, or a related field preferred but not required.
• Experience working with agricultural customers, dealers, or distributors is a plus.
• Industry certifications in agricultural equipment or electronics are a plus but not required.

Responsibilities

• Receive and respond to inbound phone calls, emails, and other communications regarding AEE products, services, and order status.
• Serve as a knowledgeable resource for customers by providing accurate product information, specifications, and system compatibility guidance.
• Determine customer system requirements and ensure the correct components and configurations are recommended and ordered.
• Assist customers with order inquiries, including standard orders, warranty replacements, RMAs, and drop ship orders, ensuring accuracy and timely processing.
• Coordinate and manage drop ship ordering, including order entry, confirmation, vendor coordination as applicable, and customer communication regarding shipment status.
• Communicate with farmers, implement dealers, distributors, and internal teams to clarify order details and resolve questions.
• Provide basic troubleshooting support and escalate complex technical issues to the Product Support Manager as appropriate.
• Ensure consistently positive customer experience through professional communication, responsiveness, and follow-through.
• Accurately document customer interactions, orders, and resolutions within the ERP and related systems.
• Assist in the development and maintenance of troubleshooting guides, product instructions, and technical support materials.
• Contribute to training documents and support resources for new and existing product lines.
• Provide feedback on recurring customer questions, documentation gaps, and opportunities to improve clarity and usability of support materials.
• Partner with Sales, Engineering, Production, Shipping, and other internal teams to ensure order accuracy, product alignment, and timely customer support.
• Communicate customer feedback, product issues, and recurring trends to support continuous improvement initiatives.
• Collaborate with fellow Product Support team members to maintain consistency, accuracy, and professionalism across all customer interactions.
• Maintain current knowledge of AEE products, services, and evolving agricultural technology trends.
• Participate in team meetings, product training, and process improvement initiatives.
• Proactively identify opportunities to improve customer experience, internal workflows, and order-support efficiency.

Benefits

• Medical, Dental, Group Life, Short-Term Disability (STD) with buy-up options
• Vision, Healthcare and Dependent Care Flexible Spending Account(s) (FSA), Life Insurance
• Safe Harbor 401(k) including an annual 3% company contribution and Profit Share funded annually at the discretion of Ag Express Electronics.
• Employee Stock Ownership Plan (ESOP): Contribution funded annually at the discretion of Ag Express Electronics.
• PTO allowance to support work-life balance and provide employees with opportunities for rest, relaxation, and personal pursuits.
• Recognition and observance of holidays by Ag Express Electronics, allowing employees to celebrate.
• Flexible work hours empower employees to have greater control over their work schedules, fostering a better work-life balance and increased flexibility to accommodate personal commitments.
• Support for employee development through educational assistance, including financial support for further education or professional certifications relevant to their roles, ensuring continuous learning and growth opportunities.
• Enjoy a casual dress environment at work, with company-provided branded clothing to promote comfort and a sense of belonging among employees.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED