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Technical Support - Provides technical support to Customer Experience teams, technicians, and product support personnel diagnosing, troubleshooting, repairing and debugging complex equipment, computer systems, complex software, or networked and wireless systems. Responds to situations where first-line product support has failed to isolate or fix malfunctioning equipment or software problems. Reports design, reliability and maintenance problems or bugs to design engineering/software engineering. Be involved in customer installation and training. Provides support to customers/users where the product is highly technical or sophisticated in nature.
Interact directly with the priority customer/user where the product is highly technical or sophisticated, such as systems-level software where the user has a technical background.
Field Support - Provides highly visible customer support through the performance of the on-site installation, as well as overseeing any necessary diagnoses, troubleshooting, service, and repair of complex equipment and systems. Checks out and approves operational quality of system equipment. Instructs customers in operation and maintenance of the system. Serves as company liaison with customers on administrative and technical matters for assigned projects. Interprets customers' needs and clarifies if the responsibility for problem resolution falls to sales personnel, customer support reps, or engineers. This job may include any aspect of field support and is not limited to the system hardware and software, PCs, and networking/wireless networking.
Customer Experience
- You'll identify ways to add value to your customers above and beyond our contracted interactions. You'll share those ideas with your peers to ensure that we are maximizing value for all our customers. Your customers will feedback that Topcon is a pro-active, value-add organization that helps them drive forward.
- You should expect to spend time with our customers/users - onsite/virtually with both customer teams and the Topcon teams who work with them. You'll need to be prepared to travel as required.
- You'll provide thought leadership to your customers (Internal/External), understanding their issues to ensure Topcon proposes the best possible solution. You'll do this by engaging the right people from across Topcon who can bring that knowledge to the table.
- A working plan that is pro-actively used and updated which represents an accurate picture of the Customer's landscape - and is used to keep all parties updated on the key challenges and opportunities.
Main duties and responsibilities
- Provide field and phone support, including recording all relevant information such as action is taken and resolution using our CRM system.
- Assist in developing technical training material (Instructor Guides, Student Guides, Labs, and Shop Guides) related to Topcon product(s).
- Assist in designing and inclusion of continuous enhancements to training material.
- Work closely with Sales account managers to meet strategic goals for the region.
- Maintain a safe and healthy training environment, following organization standards and adhering to legal requirements.
- Maintain quality service by establishing and enforcing organization standards.
- Update and maintain technical knowledge.
- Monitor dealer personnel and field team members' skill sets, assess and analyze their skill levels, and develop and implement appropriate training programs to continuously improve all parties' effectiveness in representing Topcon products in the marketplace.
- Execute test plans for problem-solving, troubleshooting, reverse engineering and product failures.
- Assist technical staff to refine field notes, electrical schematics, hydraulic schematics, and photographs gathered during product installation.
- Work with and communicate to Topcon's Support Manager issues affecting the company's ability to deliver field support to our dealer network.
- Coordinate and Manage training as requested (In line with the Professional Services team), both internal and external OEM/AM.
- OEM support activities in partnership with regional Support Manager. Liaise with OEM's technical support managers and escalate product non-conformances and software/hardware issues through the Topcon Escalation process.
- OEM Customer success management for technical requirements and ongoing support working directly with RSM responsible for the region.
- Supervise escalations on product issues, ensure issues are resolved quickly and cost-effectively and establish and maintain clear communication with OEM customers.
- Travel within the NALA region to attend training, meetings, Trade Shows, support issues, execute test plans for product failure when required.
- Perform other duties, tasks and responsibilities as required.
Required experience, skill and knowledge
- A degree in an Engineering, Technology or Agricultural Sciences discipline or equivalent experience.
- Applicant must have previous experience with or within the agriculture/industrial sector, companies, and customers, ideally within product support or engineering.
- Able to demonstrate an understanding of the principles and processes to providing first-class customer services, including needs assessment, meeting quality standards for services, and evaluating customer satisfaction.
- Excellent communication and coordination skills enabling precise and accurate delivery of information to key stakeholders.
- Proficient computer skills in Microsoft Office suite, in particular, Word, Excel & PowerPoint.
- Must have the ability to read and understand wiring schematic drawings.
- Able to manage own workload with minimal supervisor while maintaining flexibility in the job role.
- Excellent organization skills, with the ability to manage several projects simultaneously, ensuring deadlines and expectations.
- Must have excellent problem-solving skills, with a keen eye for detail and creative solutions.
- Must have the ability to perform under pressure within a team environment.
- Ability to direct and support others to efficiently transform massive amounts of data into helpful information for training curriculum.
- Able to ascend and descend from agricultural/industrial vehicles and machinery.
- Able to travel across the region and work from other Topcon sites on occasions.
You'll be
- Adaptable- able to change tact or approach to ever-changing circumstances with a proven ability to prioritize and plan
- AnInfluencer- you will drive behaviours and results in others at all levels and across the organization regardless of reporting lines behind our' customer advocacy' approach.
- Collaborative- you don't operate in silos; you break them down and make connections. Empire-building is not your thing.
- Listener- you listen to your customers and the Topcon people working with those customers - you're always on the lookout for opportunities to enhance your customers' experience or for ways to help them.
- Creative- you'll be flexible in your thinking - something following the correct process is the answer, and sometimes there isn't a process for the scenario.
- Empathetic- you can see the Customer's perspective and Topcon's perspective and find the middle ground.
- Challenging- sometimes the Customer is correct, and sometimes they are not - and you can spot the difference.
- Master of Simplicity - Understanding complex systems and scenarios and be able to present/explain most simply. Find the middle ground of enough information vs too much information.
Disclaimer
This position description, contents, and related documents are representative and not exhaustive of what may be required of an employee in this position. Topcon reserves the right to revise and/or eliminate any position and the information contained herein or other related documents.
Topcon is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.