Customer Support Specialist

Overview

The Customer Support Specialist strengthens customer relationships by working directly with farmers and dealers to resolve issues, support product adoption, and ensure a positive overall experience. This role advances company objectives by driving customer satisfaction, identifying opportunities for added value, and supporting sales initiatives through proactive outreach, lead generation, and lead sharing.

In addition, the Customer Support Specialist documents customer needs, monitors health indicators, and collaborates closely with cross‑functional teams to resolve issues efficiently – helping deliver a seamless, coordinated customer journey that builds long‑term loyalty and success.

• Provide front‑line customer support for the company’s agricultural equipment products, including troubleshooting technical issues, monitoring system health, and ensuring timely resolution of customer concerns.
• Manage high‑volume inbound and outbound communication across phone, email, text, and voicemail while delivering professional, responsive, and customer‑focused service.
• Track and document customer needs, system alerts, and health indicators to proactively identify risks, opportunities for expansion, and areas for improved product adoption.
• Collaborate closely with Sales, Field Service, Product, Accounting, and Operations teams to deliver seamless customer experiences, support lead generation, and coordinate follow‑up on promotions, upgrades, and outreach campaigns.
• Support customer onboarding, education, and training through product guidance, webinars, and one‑on‑one support to strengthen product knowledge, adoption, and long‑term success.
• Assist with e‑commerce order coordination by reviewing orders, initiating quotes, and partnering with Sales and Accounting to ensure accurate processing and timely fulfilment.
• Represent the company through participation in farm shows, dealer visits, customer check‑ins, and on‑site support as needed to advocate for products and strengthen customer relationships.

• High school diploma or equivalent required; bachelor’s degree in Agriculture, Business, or a related field – or equivalent work experience – preferred.
• 1–3 years of progressive experience in customer support, customer service, or a related field; experience in agriculture, ag‑tech, or a technical support environment is a plus.
• Experience with Salesforce or similar CRM platforms preferred but not required.
• Ability and willingness to travel up to 10% domestically as needed.