Product Support Manager

Job Listing No: 9740000

Product Support Manager

Helping growers gain efficiency and profitability through nutrient application 360 Yield Center develops tools that improve the efficacy and efficiency of plant nutrient and plant protection products.  Our team of agricultural industry leaders in agronomy, engineering and product development work to unlock the potential in every field by managing the availability of nitrogen through the year – from harvest through late season nutrient application.The three-year old company has defined and implemented new methods of nitrogen management that has quickly been adopted by leading corn growers across the Corn Belt. The drive that led the Sauders to develop new planting technology over the past 20 years, drives the vision of 360 Yield Center today. The farmer is at the heart of everything we do. And, our team is focused on finding and developing new farming methods and technologies to capture more yield, and ultimately returns, for farmers. As Product Support Manager at 360 Yield Center, you serve as a “player-coach” for our Product Support team and are responsible for establishing the methods, processes and systems that assure dealers and customers have success with 360 products. Role and ResponsibilitiesOverall management of day-to-day activities, tasks and, responsibilities for product support representatives including coaching and mentoring team membersImplement a product support ticket systemProvide guidance to team members on a variety of issues to include but not limited to problem resolution, filing accurate/timely service requests, coaching, monitoring/rewarding goal achievement and the likePartner with engineering and accounting departments to resolve issues involving customer support needsSupervise the development of clear and detailed installation and operation guidesEnsure assigned staff has the tools, abilities and atmosphere required to provide product support Manage the seasonal call volumes, issue recording and resolution trackingEnsure that phone calls are answered and resolved within a timely manner as to allow for an exceptional customer experienceConduct performance reviews with staff including goal and employee development plansCoordinate set up and execution of trade showsCoordinate technical training programs for existing and new product trainingPrepare team for new product launches and representing the department in commercialization meetingsAssume and perform special product duties as assigned Job Requirements 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.Bachelor’s degree or equivalent work experience3+ years of experience in product or technical supportExperience working with agricultural equipmentAbility to effectively communicate company’s products and services at trade shows and company eventsExperience with technical training development of training programsExcellent verbal and written communication skillsProven ability working with multiple short-term deadlines, dynamic changing priorities.Experience with a CRM or a support ticket system preferredHighly detailedTravel as needed 

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