Technical Support Specialist : Back Office
Position Summary
The Technical Support Back Office Specialist receives technical support requests and failure reports from dealers through the existing channels. He makes the first technical analysis and replies to the dealer, if it is possible. Otherwise, he investigates or escalates the case to other product specialist in order to provide the right answer to the case.
He is also responsible for monitoring products performance. He will keep records, analyze and monitor the incidents that may occur, ensuring that all the information is correctly available to guarantee that the problem solving process will be carried out successfully and a definitive solution will be provided.
Top of Form
Functions and responsibilities
He or She will:
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Answer to technical support requests received from dealers, after proper diagnosis and resolution stages, providing remote assistance.
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Distribute to each Product Technical Support Specialist those cases that need a higher level support and follow them until the issue is solved.
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Follow up the products performance, either for current and new ones. Gather all the necessary information received through the defined channels, process it and leave it ready for the Product Technical Specialists, so they can present them at PCR Meetings (STC).
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Train the dealers to efficiently use AGCOs systems, to send the required information correctly, , how to fill each field and assure that failure reports are useful and complete, as well as technical support requests are submitted with accuracy.
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Evaluate, together with the Product Technical Support Specialist, the need of providing field support with the dealer.
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Develop and manage KPIs for technical Support requests (Quantity of cases, dealers, products, reasons, etc.)
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Identify if the need to create complimentary information (Kos / SB) for those incidents/queries received with high frequency
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Support Warranty area regarding the application of AGCOs Warranty Policy, and supply them with further technical information for those claims that need it.
HABILITIES
Education: Professional Diploma (Mechanical Engineering, in Agricultural Machinery Eng. or similar)
Experience: At least three years in similar positions
Additional knowledge and requirements:
:English language : intermediate/advanced
:Technical knowledge about machinery, agriculture or equivalents.
:Experience working with dealers and customers.
:Advanced computer skills, mainly MS Office (Excel, PowerPoint, etc.)
Competencies:
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Excellent communication skills, both written and oral.
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Dealing with people abilities
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Team Work
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Proactive and great own initiative
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Methodical, organized and well planned.
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Ability to work under pressure
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Able to lead with his own example.
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Flexible work attitude and easily adaptable to changes.
POSITION IMPACT
Nature and scope
Aftersales Technical Services area in Argentina market.
Impact area
:Dealer support
:End customer satisfaction
Management Responsibilities
Global or Regional?
:Regional
Location of the position:
:95 General Rodríguez facilities
:5 Field activities
