Product Support Specialist

Company Description

Hagie Manufacturing is a leader in the agricultural industry in providing crop protection solutions to customers in the form of high clearance sprayers. For over 75 years Hagie Manufacturing has operated with integrity, putting the company and employees' best interests ahead of their own.

Located in Clarion, Iowa, Hagie employs nearly 300 team members. We continuously focus on finding employees who are positive, motivated and determined to propel our company forward with innovative thinking, optimistic attitudes, and encouraging teamwork. Our success has been a result of our engaged employees that aim to grow, and who are in it for the bigger picture.

We invite you to learn more about the Hagie Employee Experience.

Job Description

Hagie Manufacturing is seeking a qualified candidate to be part of our DTAC team as a Technical Support Specialist (DTAC) in Clarion, IA. In this position, you will provide product support to dealers and channel partners remotely and in the field through accurate and timely product analysis and resolutions. Resolves complex product problems using DTAC/CCMS systems and other resources. Reports complex problems to higher levels for resolution. Locates existing information from internal sources. Authors DTAC Solutions, bulletins and documentation and provides complex technical support to field teams and channel partners. Participates in authoring Product Improvement Program installation instructions. Participates in less complex failure analysis for product continuous improvement. Provides research for Model Product Development Program projects or Product Improvement Programs. May deliver product training materials. Travels to collect failure data to assist in problem definition/resolution on complex problems. Travel up to 25% may be required. This position reports to the DTAC Supervisor.

• Uses product support resources to provide technical support and product diagnostic assistance to customers, channel partners and company personnel.
• Develops a working knowledge of product support tools and participates on product development teams at both the factory and in the field.
• Collects and chronicles data to support product problem resolution. Authors less complex bulletins and solutions.
• Interfaces with various departments or functional areas including field service, factory engineering, customer service, quality, etc. as required to resolve technical issues.
• Travels on field assignments to assist customers, collect customer input and failure data, and to assist in problem definition on less complex problems.
• Identifies and creates DTAC solutions to help build the database to be used by technicians and future Technical Support Specialists.
• Engages with various reoccurring meetings to share information from DTAC to other functional areas to help the business be successful.
• Supports dealers critical case load in non-standard hours on-call rotation (~1 week per month)

Qualifications

• Knowledge of products, customers, markets and competitors. - Has a general understanding of the principles and uses the knowledge with assistance.
• Analytical skills. - Has a good understanding of the principles and can independently use the knowledge.
• Customer support experience with customer interaction regarding products, parts, and services.
• Factory experience with regular interfacing with design, engineering, and manufacturing; worldwide geographic area of responsibility; and focused product-specific knowledge.
• Following degrees OR 3-5 yrs experience in related role:

o Ag Systems Technology

o Industrial Technology

o Engineering

Computer Science

• CCMS / DTAC (Dealer Technical Assistance Center) system
• Understanding of Customer Support Process
• Enterprise Product Delivery Process (EPDP)
• Warranty Warehouse
• Quality Systems

Additional Information

All your information will be kept confidential according to EEO guidelines.