Customer Support Representative

Title: Customer Support Representative

Client: Heavy Machine Manufacturing Company

Duration: 24 Months (Extension Possible)

Location: Johnston, IA 50131

Shift: Rotating 8-hr shifts (7:00 AM 7:00 PM, Mon Fri)

Onsite | Training ~6 weeks (8:00 4:30)

Role Summary

• Frontline customer and dealer support for ISG (Intelligent Solutions Group) products
• Handle moderately complex product, service and technical inquiries
• Support via phone, email and chat; document in case management system

Key Responsibilities

• Provide advanced product and service support
• Resolve escalated customer issues and complaints
• Process custom/special orders
• Log interactions in CRM and create follow-ups
• Conduct structured customer interviews using scripts
• Build customer relationships and retention
• Support sales conversations (service into sales)
• Maintain knowledge of policies, systems and regulations

Products Supported (Examples)

• JDLink, Operations Center, AutoTrac
• GreenStar Displays, StarFire Receivers
• Mobile Apps, Dashboards, Precision Ag tools

Required Skills

• Customer service and technical support experience
• Strong communication, conflict resolution and negotiation
• Comfortable with software and troubleshooting
• Data management and CRM experience
• Flexible to work rotating shifts and occasional holidays

Preferred

• Agriculture or Precision Farming experience
• Dealer / Ag technology background
• Bachelor's degree (any field) or technical certification
• Strong interest in technology and analytics

Education and Experience

• Post-secondary (non-tertiary) education
• 0 3 months to 3 years relevant experience

Extras

• Retention bonus at 6, 12 and 24 months
• Pay increases at milestones
• Limited local travel (factory/farm visits)

Interview

• Behavioral-based questions (real examples required)