Product Support Specialist

Description

Martin Tractor, Inc. is a family-owned and operated 4th generation John Deere Dealership. Our company started from humble beginnings in 1926 at a farmhouse in Roanoke, Illinois. Over the last 98 years, our company has grown and Martin Tractor, Inc. currently has over 250 employees and 14 single-store locations across Central Illinois. Martin Tractor, Inc. has a unique culture, we have a small-town feel with all the benefits of a larger corporation.

We invite you to apply to become a part of our honest, hardworking, and dynamic group of dedicated employees.

The Product Support Specialist provides technical support and solutions to the customer and the Martin Tractor, Inc. team in the areas of Integrated Solutions, Sales, Parts and Service. The position delivers additional dealership value by providing technical support, machine optimization and increased operations center utilization through training and direct customer support. In addition, this position provides support to Martin Tractor, Inc. location facilities to ensure consistent site quality and representation to its customers.

Essential Job Functions:

In-Season:

• Coordinate with Regional Sales Manager and Salesman to help perform customer machine start-ups and optimization ( all purchases).
• Engage with local parts/service manager for any workflow or customer support needs.
• Coordinate and lead product demonstrations.
• RTK tower repairs or maintenance as needed.
• Tier 1 Customer Support – via phone < 10 minutes
  • Machine optimization, hardware & software support
• Tier 2 Customer Support – via in person at machine (billable)
  • Machine optimization, hardware & software support > 10 Minutes
  • Coordinate & collaborate with service manager to open work order.
• Collaborate and coordinate with Connected Support Specialist.
  • Support phone calls > 10 minutes

Off-Season:

• Engage with customers to grow operations center utilization.
  • Grow customer(s) on depth & breadth passes.
  • Grow highly engaged organizations with operations center.
• Lead internal & customer training of product technologies and optimization.
• Recommends order options codes to sales team.
• Promotes and sells value added programs & total team account management:
  • Aftermarket Initiatives
  • Sales department Initiatives
  • SMART packages
• RTK tower repairs or maintenance as needed.
• Assist with the lot maintenance and lot displays.
• Able to work flexible schedule as in-season will cover after hours calls.
• Follow all safety rules, policies and regulations and keep your workplace clean, orderly and free of hazards.
• Conduct business in alignment with the company’s Values and Mission Statement.
• All other duties as assigned.

Education, Experience, Skills and Knowledge:

• Associate’s degree or Equivalent Experience.
• Uses all sales methods properly and in the proper timing.
• Excellent customer service philosophy.
• Have a broad knowledge of agriculture equipment, not only John Deere products, but all makes and models.
• Clean driving record and insurable on company vehicle.
• Knowledge of standard desktop applications such as Microsoft Excel, Outlook, internet functions and ability to learn the required business system computer software and programs necessary for this position.
• Excellent written and verbal communication skills with the ability to influence others.
• Effective planning and organizational skills.
• High level of attention to detail and accuracy.
• Demonstrated ability to manage and execute multiple tasks or projects at one time without compromising the quality of work.
• Ability to work on an assigned task independently and efficiently by yourself with little or no assistance or direction, balanced with the strong ability to contribute effectively in a team setting.

Physical Demands, Work Environment and Travel:

• Ability to sit at a desk and work on a computer for prolonged periods of time.
• Ability to lift up to 50 pounds.
• Ability to sit, stand, walk, climb, bend, reach, push, pull, lean, twist, and drive.
• Duties are performed in both an office and shop environment.
  • Office environments are typically climate-controlled office environments.
  • Shop environments may expose you to hot or cold weather conditions.
• Travel is required.

The above are physical attributes to perform the essential job duties with or without reasonable accommodation(s).

Employee Benefits Overview:

We take great pride in offering affordable and quality benefits that help protect our employees and their families.

We offer the following benefits to all eligible employees:

• 401(k) and Roth Retirement Savings Plans with employer paid Safe Harbor Employer Contributions to eligible employees.
• Competitive salary, incentive compensation plans and employee discounts.
• Empeople Credit Union membership opportunities.
• Paid Leave for All WorkersA (PLAWA)

We offer the following benefits to full-time employees only:

• Medical, Prescription, Dental, and Vision Plans.
• Health Savings Account (HSA) and Flexible Spending Account (FSA).
• Basic Life and AD&D Insurance and Supplemental Life Insurance.
• Short-Term and Long-Term Disability.
• Voluntary Accident and Critical Illness.
• VIP Network/ Nomi Health.
• Employee Assistance Program (EAP).
• Identity Theft Protection
• Assured Partners Benefits Helpline
• Generous Paid Time Off (PTO).

Qualifications