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

• 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.

• 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.

• 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.

• 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.