Product Support Specialist - Automation and Controls

Description

Position Title : Product Support Specialist – Automation and Controls

Department : Customer Experience

Compensation Range : $70,000-85,000 USD per annum

Location : Naperville, IL

About AGI

AGI is a global food-based infrastructure company publicly traded in Canada. With over 4,200 employees and over 30 global manufacturing brands, AGI is a leading provider of equipment and technology solutions for agricultural commodities including seed, fertilizer, grain and feed systems and an expanding platform for food processing facilities.

The Opportunity

The role will assist customers with technical issues that may arise while using AGI products and services. They provide expertise to customers, answer inquiries, and offer recommendations. Responsibilities include troubleshooting problems, providing step-by-step instructions, diagnosing software and / or hardware issues, and escalating complex cases to higher levels of support when necessary.

The Team

The role will report to the Manager, Customer Experience. The team consists of CX Agents and Product Specialists. The role will collaborate with the team to prioritize and resolve system and equipment issues. You will be expected to work effectively with sales and engineering, provide feedback from customers on product improvements, and stay updated on industry trends. This is a customer-facing role, as well as an internal technical resource.

Responsibilities

Responsible for following the company’s safety policies, procedures, and compliance rules. Ensure that customers requiring technical support are operating in a safe environment.

Understand customer needs and expectations, provide excellent direct and indirect service and fulfill customer expectations.

Consult with users to determine hardware, software or system functional specifications by utilizing expert knowledge of application and systems analysis techniques and procedures.

Support the creation or modification of customer-facing documentation, internal technical documentation, and training material.

Provide technical support and problem resolution activities to customers.

Use best-practice customer service tools and techniques to work with individuals and groups in a constructive and collaborative manner.

Set priorities, perform triage, and know when and how to escalate problems.

Track and monitor service requests to ensure timely resolution; keep users informed of status.

Maintain thorough documentation in Salesforce to assist the department in continuous improvement, track workload and resolve recurring problems.

Coach users towards independence on common technical practices and procedures; empower users to leverage their technological tools.

Maintain strict confidentiality of the firm's internal and personnel affairs.

Perform additional related duties as requested or required.

Required Qualifications

Bachelor degree in Electrical Engineering , or equivalent experience is desired.

Electrical Technologist diploma an asset.

3 years’ experience in technical support for a manufacturer required

Ability to read and interpret electrical drawings and schematics

Highly versed in controls, control theory and operation

Ability to interpret electromechanical designs

Competency in navigating industrial networks

Understands software installations in addition to software / hardware / controls interactions

Computer skills to troubleshoot and solve basic computer / controls problems

Technical ability to read engineering schematics and advise proper parts needed

Excellent communication skills, both written and verbal

Effective persuasion and negotiation skills

Willing to ask for help

Strong analytical and problem-solving skills

Detailed-oriented

Mechanical and technical skills and knowledge

Able to follow directions

Equally comfortable working independently and on a team.

Able to effectively prioritize work based on demand

Ability and willingness to learn

MS 365 Proficiency

Valid driver’s license

Some limited travel may be required.

Preferred Qualifications

Technical support experience with an agricultural equipment manufacturer

Knowledge of PLC, scales and agriculture

Ability to work within multiple software applications and / or ERP Systems for quoting purposes

Proficient using CAD programs

Previous experience using Salesforce

Why AGI?

We’re leading the way in global food supply chain solutions and here’s how :

We’re the leading global expert in providing farmers, processors and commercial customers with the right equipment and customized engineering solutions to produce, protect and deliver the world’s grain, fertilizer, seed, feed and food supplies. Dedicated to safety, innovation and customization, AGI offers one of the largest catalogs of equipment and full-service planning and engineering services for the storage, blending, mixing, conveying, conditioning, and processing of agricultural products worldwide. Supported by an extensive in-country sales and service team, AGI provides a global distribution network and state-of-the-art manufacturing facilities in Canada, the United States, Brazil, India, France, and Italy.

Our Culture

Safety and teamwork are the cornerstones of our global culture. In all aspects of our business, diverse and inclusive teams work together to deliver quality products, solutions, and services for our customers around the world.

Benefits offered

Annual bonus plan

Paid Time Off

Medical

Dental

Vision

Life and AD&D

Short Term Disability

Long Term Disability

Voluntary Life

Employee Assistance Program

Spending Accounts

401k with match

Employee Stock Purchase Plan with match

With AGI, you’re choosing an employer dedicated to strengthening and securing the global food supply chain.

AGI is an equal opportunity employer and values diversity. All employment is decided on the basis of qualifications, merit and business need.

Accommodations are available upon request for candidates with a disability taking part in the recruitment process and once hired.

Salary : $70,000 - $85,000