Technical Service Specialist, Digital Farming Solutions

3 weeks ago

Bengaluru, Karnataka, India Agco Corporation Full time
Job Description

- The Technical Service Specialist is responsible for the adoption and assistance of AGCO Digital Farming Solutions to AGCO customers and dealers, which includes assisting the user with any technical or operational queries related to the AGCO Digital Farming Products, which includes (but not limited to) Task Management, Data Management, Field Management Solutions
- The Specialist will be the expert of the Digital Farming Products and will be responsible for increasing adoption of AGCOs Digital Products
- Responsibilities include trouble-shooting and diagnostics for all product issues and then communication in the forms of tele-service, web communication, publications, dealer training (as required)
- The specialist The Specialist is expected to be a recognized product expert on their assigned product(s)
- Job Responsibilities
- Primary responsibilities & accountabilities (not all inclusive) are listed as follows:
- Act as The Subject Matter Expert for Digital Farming Products
- Assist AGCO customers and dealers in adoption and/or troubleshooting of any technical and/or operational queries
- Work during assigned working hours (business hours and/or afterhours)
- Collaborate with Product Health Team and Product Development Team to identify top field issues affecting customers to drive them to resolution
- Assist back-office team in solving complex customer problems by engaging cross functional AGCO teams
- Develop and maintain knowledge management to assist other specialist in quick problem resolution
- Participate in Global Issue Resolution Meetings to update AGCO dealers and field staff on current product problems and provide valuable input on emerging issues that customers may face
- Participate in pilot projects to support new product launches
- On certain occasions, perform site visits, occasional dealer and customer visits, as project requires
- Drive NPS (Net Promoter Score) survey feedback findings to resolution to ensure that negative customer feedback is addressed
- Minimum Qualifications
- Bachelors degree in Engineering
- Must have 5 to 8 years of experience supporting customers in B2B2C format
- Must have experience and working knowledge of Global Farming Practices and Agronomy
- Agile Product Owner Certification from certified body
- 2+ years of experience working with JIRA and/or Azur DevOps
- Ability to negotiate and work with diverse cross functional teams to drive business deliverables
- Excellent communication skills (both written and verbal) English
- Preferred Qualifications
- Experience supporting Offshore customers
- Experience working in heavy machinery segment Auto, On and Off Highway Machinery
- Experience working in Agriculture Industry
- People Management None
- People Management Scope of Impact None
- Project Management Yes
- Project Management Scope of Impact Global
- Process Management Yes
- Process Management Scope of Impact Global
- Budget P&L Responsibility None
- Span of Strategic Direction AGCO
- Problem Solving Skills Needed
- Complex
- Critical
- KPIs Product Launch Readiness, Time to Respond, Time to Resolve
- Travel Required
- Yes

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