Technical Support Specialist

The Technical Support Specialist provides expert technical support to customers by leveraging in-depth knowledge of company products, mechanical systems, and troubleshooting techniques. This role serves as the primary contact for customer inquiries, offering solutions via phone, email, chat, and occasional in-person assistance. Additionally, field visits may be required to support dealers and end-users with diagnostics, repairs, and training.

• Provide technical support to customers via phone, email, chat, and in-person visits.
• Diagnose and troubleshoot mechanical, hydraulic, and electrical issues remotely and on-site.
• Assist customers in navigating equipment operations, maintenance, and troubleshooting.
• Support customers in identifying parts and locating correct pricing using technical manuals and online tools.
• Process warranty claims and ensure proper equipment registration.
• Maintain accurate customer records in the CRM system.
• Work cross-functionally with engineering and production teams to resolve recurring equipment issues and improve product reliability.
• Guide dealers and customers on how to use the online support system effectively.
• Recommend product or process improvements based on customer feedback and field observations.
• Travel to dealer locations and customer sites (up to 20% of travel required).

Education & Experience

Associate’s degree in Ag Technology or equivalent experience.

2 years of experience operating, servicing, or troubleshooting farm equipment.

Experience with CRM systems and Microsoft 365 if preferred.

• Strong problem-solving and troubleshooting skills in mechanical and hydraulic systems.
• Excellent verbal and written communication for customer interactions.
• Ability to multi-task and work efficiently under pressure.
• Customer-focused mindset with a proactive approach to problem resolution.
• Adaptability and resilience in a dynamic work environment.
• Collaboration and teamwork with internal departments and external customers.

Ability to lift up to fifty (50) lbs.

Capability to sit, stand, walk, reach, push, pull, crawl, kneel and climb as needed.

Willingness to travel up to 20% of the time, depending on seasonal needs.

This is not necessarily an all-inclusive list of job-related responsibilities, duties, skills, efforts, requirements or working conditions. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed as assigned. Art’s Way is proud to be an EEO employer.