Parts Technical Support Representative

SUMMARY:
A multinational brand is looking for a Parts Technical Support Representative.

POSITION INFO:
An exciting role with a global brand has just opened up! The opportunity is for a Parts Technical Support Representative with responsibilities including providing in-depth technical and commercial sales support to clients across multiple countries within the agriculture industry. Apply Now!

Duties:

• Responds to all enterprise parts-related emails, phone calls, faxes and letters from dealers and end-user customers, on questions and problems regarding the website. Reports on parts website defects, suggests enhancements to developers and tests the fix. Provides advanced product/service information and responds to complex customer questions about the products/services.
• Responds to more advanced issue escalations promptly and appropriately; provides managerial approval as required.
• Identifies, within the team, instances of non-compliance with the organization's policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these instances and escalating issues as appropriate.
• Provides fault isolation and resolution to limit and address issues promptly.
• Monitors team members' use of the CRM system, identifying and resolving standard issues and escalating them to a senior manager as appropriate.
• Records and processes custom/special orders that may require additional resources for delivery and coordinates with those teams as required.
• Sets clear objectives for each sales call or meeting; uses standard materials to make a presentation to the customer; and asks relevant questions to evaluate the customer's level of interest and to identify and respond to areas requiring further information or explanation.
• Maintains and leads periodic check-ins with key customers to ensure they're receiving the most value from the product/service.
• Looks for opportunities during service interactions to bridge customer needs to additional products/services offered by the organization.

• Dealer understanding, detail-oriented and organized individual
• Comfortable working in warehouse environment
• Degree/Diploma in Mechanical Engineering