Ensuring customer uptime and satisfaction for JD Global Unmanned Spray System (GUSS) by providing remote and in-field technical support, troubleshooting product issues, and collaborating with cross-functional teams to resolve problems and support new product launches.
Requirements
- Troubleshoot hardware and software issues to ensure optimal system performance.
- Apply knowledge of electrical, electronic, hydraulic, and mechanical theories to maintain equipment.
- Experience working with dealers and providing customer support regarding products, parts, and services.
- Knowledge of precision farming products, competitors, and marketplace.
- Demonstrated ability to analyze data from multiple sources and synthesize it into actionable information.
- Knowledge of enterprise customer support delivery processes.
- Experience managing customer relationships to drive product improvement initiatives.
Responsibilities
- Perform problem resolution for GUSS machines and associated technologies.
- Apply knowledge of electrical, electronic, hydraulic, and mechanical theories to maintain equipment.
- Troubleshoot hardware and software issues to ensure optimal system performance.
- Install and configure GUSS systems at customer and dealer locations.
- Train end-users on the operation and maintenance of GUSS autonomous sprayers
- Travel to the field to provide problem resolution.
- Assist with resolving complex problems escalated through the Problem Resolution Process.
Other
- Provide direct technical support to customers and dealer channel partners.
- Collaborate with cross-functional teams—including engineering, manufacturing, and marketing—to resolve product problems, support the launch of new products, and deliver training to field staff, dealer technicians, and channel partners.
- Travel to the field to provide problem resolution. May travel internationally.
- Provide regular updates to the field teams on product issues.
- Deliver training to field staff, sales branches, and dealer channels.
- Participate in cross-functional teams (Product Development Process, Order Fulfillment Process, Customer Support Process).
- Proactively identify training needs and attend appropriate training as needed.
- May support production for assembly and testing of customer machines.
- May support Product Engineering for testing, data collection, and assembly of engineering test machines.
- Strong analytical and problem-solving skills.
- Advanced troubleshooting abilities using all available resources.
- Excellent communication skills, both written and verbal.
- Ability to work in a cross-functional team environment.
- Experience managing customer relationships and driving product improvement initiatives.
- Experience working on multiple projects with strong follow-through skills.
- Ability to travel up to 50%.
- Ability to support customers in peak seasons with flexible hours and shifts, including nights, weekends and holidays, as needed.
- Experience with dealer/distributor and company service and problem resolution systems and procedures.
- Effective interpersonal communication, negotiation, and conflict resolution skills.
- Valid driver’s license with the ability to travel as needed.
- Physical capability to lift equipment and work outdoors in varying weather conditions.
- 2 or more years of experience in customer support, product support, or product marketing.
- Experience leading meetings and negotiations with internal and external stakeholders.
- Experience presenting and teaching technical training material.
- Proficiency in Spanish language in addition to English.
- Experience in decision making and driving change.
- Proven organizational skills and ability to manage multiple tasks simultaneously.
- Must be 18 years of age or older to apply.
