Job Details
Position: Ag Technician for Customer Support
Reports To: Director of Sales and Marketing
Location: Emmetsburg, Iowa or Seward, Nebraska
General Hours: 8:00 am - 5:00 pm (office hours), extended hours when customer demands are required
Travel: Some overnight travel for trade shows, customer/field support and training related events may be required.
Summary
The Technical Support Representative is responsible for all aspects of customer support, technical support, shipping customer orders, customer phone sales, and other duties as required. TSR will be required to attend training events to keep up with the latest technology and to stay informed on competitive products. This position is an office-based position with some travel required to attend trade shows, training events, customer/field support or other customer events.
1. Product Support
- Resolves product or service issues by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
- Execute Warranty policy as set by Montag.
- Issue RMA and finalize process.
- Enter parts orders as needed to support customer requirements.
- Work with engineering to resolve product related issues.
- Help develop and execute P.I.P. (Product Improvement Programs) as required.
2. Sales Support
- Take incoming sales related calls, assisting the customer in purchase of Montag products.
- Make outgoing calls to proactively sell Montag products.
- Attract potential customers by answering product and service questions - suggesting information about other products and services.
- Support Montag field team with tech and product support.
3. Order Entry
- Assist with order entry input and shipping of customer orders.
- Proof Sales Orders for accuracy.
- Open customer accounts by recording account information.
- Maintains customer records by updating account information.
4. Skills & Qualifications
- Leadership skills
- Written and verbal communication skills
- Problem-solving skills
- Negotiation skills
- A passion for customer satisfaction
- Time management skills
- Readiness to learn
Benefits
- This position pay range is depending on experience.
- Health, dental, vision, and life insurance
- Retirement plan: Simple IRA with 3% matching
- 10 paid holidays (New Year’s 2 / Good Friday 1 / Memorial Day 1 / Fourth of July 1 / Labor Day 1 / Thanksgiving 2 / Christmas 2).
- Vacation: 80 hours accrued/ year – 120 hour/year after 3 full years – 160 hours/year after 7 full years.
- Pay Frequency: Bi-weekly with direct deposit.