Inside Product Support Specialist

2 months ago

Regina, Canada Väderstad Full time

Summary

Product Specialist position will be expected to work with the Authorized Dealer locations and individual Farmers/Growers/end users of Vaderstad Equipment. Product Specialist (PS) will be expected to evaluate equipment performance issues and recommend repairs/maintenance/actions resulting in the desired performance of the equipment.

PS will be responsible for the completion, reporting and co-ordinating of all PQC and other Service-related factory notices. These will be co-ordinated with Authorized Dealers wherever able. PS will be expected to be the resource internally and externally for Service and Equipment performance issues.

PS will be expected to participate in new equipment training to develop not just a technical expertise but also acquiring a full understanding of how our equipment functions practically when in use. PS will also be involved in training dealer service people on equipment and systems. There will be an expectation that the PS will be involved in field demonstrations, customer clinics, and dealership PDIs. The PS will be involved in training dealerships on PDIs, parts, and warranty.

PS will be responsible for reviewing warranty claims and identifying trends or concerns with machine performance and reporting to the Director After Market North America.

PS will be required to submit regular reports. There is an expectation of reports on all customer visits and all machine visits via the service now platform.

The position will also be expected to learn and use the internal business programs as they relate to their functional areas.

Education/Experience
- Agricultural or Farming experience
- Knowledge of dealer sales principles, methods, practices, and techniques.
- Knowledge of building best practices.
- Able to build and maintain lasting relationships with corporate departments, key business partners, and customers.
- Some knowledge of fiscal management and budgets.
- Strong problem identification and problem resolution skills.
- Highly effective project management, prioritization, multi-tasking, and time management skills to meet deadlines.
- Able to effectively communicate both verbally and in writing.
- Ability to coordinate and organize meetings, exhibits, and other events.

Core Competencies
- Advanced product knowledge
- Strong problem-solving skills
- High degree of customer focus
- Strong written and oral communication
- High energy and the ability to handle highly seasonal customer demands.
- Adaptability and flexibility able to handle multiple customers demands and multiple products from primarily a sales perspective but also a service perspective
- Independent decision making and judgement
- Experience with agricultural equipment
- Familiarity and experience with farming practices
- Post-secondary education in Agriculture is preferred
- Able to build and maintain lasting relationships with corporate departments, key business partners, and customers
- Strong problem identification and problem resolution skills
- Able to effectively communicate both verbally and in writing
- Ability to coordinate and organize meetings, exhibits, and other events.
- Experience in ag electronics
- Hold a valid driver’s license
- Hold a passport or have the ability to attain one

Accountabilities
- Product Demonstrations
- Timely reaction to dealer or customer concerns
- Interact with customers, departments, and personnel regarding technical and information requests such as delivery, product requirements, product problem resolution, warranty, and related issues.
- Coordinates service issues and updates internal systems and all affected internal and external customers to facilitate superior and continuing customer sales and service.
- Assist dealers in establishing key customer relationships with targeted contact management and on-site customer visits.
- Meet on a regular schedule with Territory Managers to gather their feedback and market intelligence.
- Provide timely thoughtful feedback to internal departments on customer/dealer concerns and issues
- Train Dealership staff on servicing and supporting our products
- Provide regular monthly feedback on market movements including competitive activities, programs, lost sales, conquest sales, threats and opportunities.
- Resolve product quality and performance issues for customers and dealers
- Complete and manage to an annual development plan.
- Field Issue presentations on their product classes
- Assist dealerships in displaying Vaderstad parts
- Assist dealerships in Part Sales arguments, installation instructions, and FAQs
- Provide consistent formatted, regular field reporting
- Log in and handle cases in TopDesk, add details and resolutions to any and all cases they are involved in
- Conduit of information to Quality and Research and Development
- Involved in pre-series releases 1 year before mass production
- Model year changes presentations and group training (work with Product Management and R&D)
- Review of documentation relate

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