Customer Support Specialist Engineer - Feeding NA

## Customer Support Specialist Engineer - Feeding NAApplylocations:
Fort Atkinson, WItime type:
Full time posted on:
Posted Todayjob requisition :
JR107325

Topcon Positioning Group is headquartered in Livermore, California, USA ().We design, manufacture and distribute productivity tools for developing a brighter future. Whether cultivating the earth or building upon it, Topcon brings innovation in workflow automation and seamless connectivity of data to construction, geopositioning and agriculture industries focused on developing a sustainable tomorrow.

Topcon is an equal opportunity employer and does not discriminate against any employee or applicant on the basis of race, color, religion, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, genetic information, or other legally protected status.

To  learn more about Topcon career opportunities go to  
** Why Fort Atkinson, why now
** Our Fort Atkinson facility is the
** global home of Topcon's feeding technology** — the scales, indicators, and software that thousands of dairy and beef operations across North America rely on every single day to mix, weigh, and track feed with precision. From the morning TMR load on a 2,000-cow dairy in Wisconsin to a custom feedlot ration in Texas,
** our technology is on the mixer, in the cab, and in the data**.You'll join a tight-knit team right in the heart of America's Dairyland, working shoulder-to-shoulder with the engineers, product managers, and field teams who build and deploy these solutions.
** Real products. Real farms. Real impact.
**** What you'll actually do, day to day.
** You'll be the
** first voice a customer hears
** when something needs fixing, and the reason they hang up confident and back to work.
** Customer Support (≈70%)
*** Take inbound calls, emails, and chats from
** users,*
* ** dealers, OEM partners, nutritionists, herd managers, and producers
** using our feed management hardware and software.
* Diagnose issues on
** TMR mixers, scale indicators, load cells, data logging systems, and connected feeding software** — walking customers through fixes step by step, in plain English.
* Open, document, and close cases in
** Salesforce**, with the level of detail that lets a Tier 2 engineer pick it up without missing a beat.
* Hit team KPIs on
** First Contact Resolution, response time, and NPS** — and tell us when something in the process is broken so we can fix it.
* Escalate the tough ones to Tier 2 / Tier 3 with full context, and stay on the case until it's closed.
** Product Knowledge & Training (≈10%)
*** Run live demos, webinars, and onboarding sessions for new dealers and customers.
* Help build out our
** knowledge base, self-service articles, and how-to videos
** so customers can solve more on their own.
* Sit in on new product readiness reviews — your voice from the front line shapes how we launch.
** Collaboration & Customer Feedback (≈10%)
*** Partner with Sales, Product Management, and R&D to bring the
** voice of the customer
** into the room.
* Flag recurring issues to Engineering so they become fixes, not tickets.
** Continuous Improvement (≈10%)
*** Test new tools, including
** AI-assisted support workflows and omnichannel platforms**, and tell us what works.
* Bring ideas. We mean it.
** What we're looking for
**** Must-haves
*** 1–3 years in a
** customer support, technical support, or field service
** role — ideally serving the
** dairy, beef, livestock, or ag-tech
** industries.
* ** Working knowledge of the dairy and/or beef sector**: you've either worked on a farm, with a nutritionist, at a feed mill, at an ag dealer, or studied Animal Science / Agricultural Sciences / Vet Med (or equivalent hands-on background).
* Confident troubleshooter — comfortable reading wiring diagrams, interpreting error codes, and explaining the fix without jargon.
* Comfortable in
** Salesforce, a ticketing system (C4 a plus), Microsoft 365**.
* Strong written and verbal English.
** Spanish is a big plus
** for serving our growing customer base across the US and Latin America.
* Valid driver's license and willingness to
** travel to customer sites occasionally** (≈10–15%).
**…