Field Support Representative (VA/NC/East TN/East SC)

Job Listing No: 9740000

Field Support Representative (VA/NC/East TN/East SC)

The Field Support Representative supports dealers in an assigned region in preventing and solving after sale service issues for products marketed by Kuhn North America.?POSITION EXPECTATIONSSolve customer service with urgencyUnderstand complete Kuhn North America product line and all service needs, with a regional focus on specific productsHelpful and favorable image of CompanyTreat people fairlyConfidentiality of Company informationContinuously improve systems?ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.? Other duties may be assigned within or outside of the assigned geographical area.Serve as the after sales service representative for dealers and customers for an assigned geographical region. Resolve customer complaints or problems concerning company products for all KNA products sold in the assigned region.Communicate in person or answer telephone calls and respond to inquiries regarding questions on after sales service issues, parts issues, product uses or applications. Forward more in-depth or complex service issues to the appropriate Technical Service Specialist or Technical Parts Specialist.Conduct training presentations (group or individual) aimed at teaching dealer personnel proper set-up, maintenance and service of KNA products and on the use of the after-sales extranet (parts lookup, parts ordering and warranty claims etc).Support the sales activities and goals of the Territory and Regional Managers of the assigned region. Represent KNA at farm and trade shows by assisting customers with product questions, technical inquiries and assisting with show set-up and takedown as requested. Upon request, conduct dealer inventory audit or dealer calls to low volume dealers.Assist with new product introductions and relay market trends to respective Product Manager (competitive products, design enhancements, etc.).Support dealers in after-sales customer relations. Assist in the product demonstration, new product set-up and after sales support of products marketed by Kuhn North America.Communicate with and advise dealership service management/personnel on a quarterly (or as needed) basis regarding TIP and service bulletins, warranty issues/questions, new machine assembly inspection, etc.Communicate with and advise dealership parts management/personnel regarding parts programs, early order programs, parts marketing potential etc.Perform field service campaigns in assigned region as required and assigned.Evaluate and report the dealers? service capabilities in the assigned region, including personnel, facilities, tools, experience, and service library.Conduct product evaluation for assigned products in development in the assigned region.Participate in the Company?s team process to develop and improve service processes and procedures.Continually strive to find better ways to complete tasks and be the best in the industry.Maintain work area in a clean and orderly fashion and conform to all quality and safety procedures.?QUALIFICATION REQUIREMENTSTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.? Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.?Education and/or Experience – An associate?s or bachelor?s degree in agricultural mechanics or agricultural engineering technology is preferred. The position requires knowledge and skills in the areas of customer service, mechanics/repair, electronics, hydraulics, welding, and torch cutting. Application knowledge and experience in word processing (Word), spreadsheet applications (Excel), database management (Lotus Notes), presentation software (PowerPoint), Internet, and e-mail is preferred.?Language Skills – Ability to read and comprehend written instructions, blue prints, parts/service/engineering documentation, hydraulic and electric schematics, and short correspondence.? Ability to write standard service documentation.? Ability to communicate with dealers, customers, and other employees to gather and share information and solve problems.? Requires good telephone skills. Canadian employees must be fluent in the English and French language.?Mathematical Skills – Ability to add, subtract, multiply, and divide in all units of measure using whole numbers, common fractions, and decimals.?Reasoning Ability ? Ability to define problems, collect data, establish facts, and draw valid conclusions.? Ability to interpret a variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.? Ability to take responsibility for the result of the decision.?Certificates, Licenses, Registrations ? Requires a valid driver?s license issued in the state or province of the employee?s permanent residence.? A CDL (commercial drivers license) is a plus.?Skills/Abilities – Ability to operate computer and telephone systems, photocopier, fax machine, and related office equipment.? Requires the ability to travel and a comprehensive understanding of company products in order to troubleshoot and diagnose product issues.? Ability to organize and prioritize tasks to meet required deadlines.?PHYSICAL DEMANDSThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.? Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.While performing the duties of this job, the employee is regularly required to use hands to finger, handle or touch objects, tools or controls; sit; and talk or hear.? The employee is occasionally required to stand and walk; reach above shoulders; climb or balance; and stoop, kneel, crouch or crawl.Position requires regular overnight domestic (approximately 75%) in the assigned region and occasional international travel to visit other Kuhn locations, dealers and customers, including over some weekends.The employee must occasionally lift and/or move up to 100 pounds.? Specific vision abilities required by this job include close vision and the ability to adjust focus.?WORK ENVIRONMENTThe work environment characteristics described are representative of those an employee encounters while performing the essential functions of this job.? Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.While performing the duties of this job, the employee occasionally works near moving mechanical parts and in outdoor weather conditions.? The position also requires approximated 25% in the office and 75% in the field for long and short distance travel, which may demand being away from home for extended periods of time, including weekend hours.?

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