Customer Support Representative

Building strong relationships with our customers goes far beyond having the parts they need or reducing their down time. It’s about understanding the entire customer journey; starting with what they experience from the moment they start thinking about buying a part or requesting technical support, and ending when they receive an invoice and pay us. We must make that “journey” as straightforward, transparent, and efficient as possible. It must be a journey each customer looks forward to making again.

Key Responsibilities

1. Customers: Cultivate long-lasting relationships, develop trust, and be a true consultant to Customers by:
   • Regularly visiting customers for machine setups and PDIs, start-ups, demonstrations, post-planting or post-harvest inspections, etc.
   • Acting as a main point of contact for technical support, quickly resolving customer inquiries related to equipment performance, maintenance, and operation.
   • Keeping customers informed with impeccable follow-up on all service requests, warranty claims, and Aftersales support activities.
2. Grow the Business: Actively promote parts and service with new products and programs to ensure steady growth in sales, margin, and market share from year to year in the area by:
   • Proactively recommending service and parts packages or retrofit kits during customer visits.
   • Identifying customers who are not currently working with Spudnik, or could work with us more, and make and implement plans to start consulting them.
3. Employees: Support and collaborate with the service team to maximize performance and provide exceptional service by:
   • Coordinating with Service Technicians on machine PDIs, setups, and service jobs, both in-house and in the field
   • Sharing feedback and technical expertise with the Store Manager and Technicians to ensure continuous learning and improvement.
   • Providing training and mentorship to newer technicians as requested to ensure they understand equipment setups, customer service expectations, and technical processes.
4. Store Operations: Contribute to smooth Store operations by providing accurate documentation by:
   • Assisting in maintaining accurate records for parts orders, quotes, SROs, warranty claims, billable hours, etc.
   • Collaborating with the parts department to ensure timely availability of required parts for customer service jobs and ongoing maintenance needs.
   • Model company values – We listen, We walk our talk, We challenge tradition, We do the right thing, We work safe.
   • Other duties and responsibilities may be assigned as necessary.