JOB TITLE: Product Support Specialist II or III

REPORTS TO: Product Marketing Manager

DIRECT REPORTS: None

POSITION SUMMARY

Assist Orthman Seeding and Tillage service needs through correspondence and assistance with Regional Territory Managers (RTM) and Dealers world-wide. Also coordinate with John Deere DTAC Team on DR & Customer technical assistance. See that service related issues are resolved and managed and completed in a timely manor and presented back to OMI internal resource’s for process improvement. This position will also be responsible for the creation and implementation of Technical and PDI Instructions and manuals on current and new products. The Product Support Specialist will also be responsible in assisting in product training for internal personnel and assist in certain cases and situations with Dealer training.

PERFORMANCE EXPECTATIONS

• Help solve critical problems through diagnostic/repair, product knowledge, experience, and collaboration with Product Development on critical product failures for possible redesign measures and opportunities.
• Coordinate new product releases from Product Development for Product Technical Manual, Operator Manuals and in some cases Pre-Delivery instructions.
• Develop and maintain a strong working relationship with store service management to create an environment that maximizes value to the organization.
• Create, implement, and deliver current and new product release training curriculum.
• Work closely with John Deere DTAC team on coordinated support on DR & Custom Planters
• Involved in all Product Development design review meetings and work closely with Product Marketing Manager on product release timelines to market.

OTHER JOB CRITERIA

• Adhere to safety policies and practices.
• Protect company and customer confidentiality.
• Demonstrate good judgment in solving problems.
• Travel will be required for service support.
• Maintain and improve company relationships with external customers.
• Maintain effective interpersonal working relationships with company personnel.
• Must have current Passport

WORKING CONDITIONS

• Usually in air conditioned office, vehicle and hotel settings, some non-air conditioned manufacturing plant environments, occasional outside exposure to seasonal weather extremes, significant travel is involved.
• Positions during the day include, but are not limited to, standing, leaning, bending, and extended periods of sitting.
• Motions include, but are not limited to, walking, pushing, pulling, gripping, lifting and carrying of objects up to 40 lbs, negotiating stairways, typing and writing.
• Safety equipment worn as needed is protective clothing, hearing protection, safety glasses and steel toed shoes.

PREFERRED QUALIFICATIONS

• Driver’s license.
• 3 + years’ experience.
• Bachelor degree in related field.
• Ag Equipment Engineering/Marketing background.
• Technical knowledge of AG Equipment main frame, hydraulics and electrical systems and understanding of repair manual schematics.
• Able to effectively use Microsoft Office software products.
• Able to read, write and speak clearly in English.