Technical Field Service & Product Support

Topcon Precision Agriculture (TPA) is a subsidiary of Topcon Positioning Systems Inc. (TPS). TPA develops and manufactures leading-edge satellite positioning and guidance systems, electronic controls, mapping, monitoring, and land leveling solutions for agriculture. 

Managing the customer relationship through Customer Success is a new approach for Topcon. It will involve significant changes to the way we work and into which we will need to transition carefully.

We want to optimise long-term returns through effective customer relationship management and become a trusted go-to partner for our customers.

As Customer Experience Specialist, you will own the end-user/customer relationship (customer retention and an appropriate growth expectation), opportunities for value-add identified, and straightforward and speedy issue resolution across the full engagement is achieved.

Product Support

Respond to customer product inquiries via telephone or in written internet-based email or chat sessions. Lead a team which will be responsible to resolve Tier 1 customer concerns raised during installation, operation, maintenance or product application or compatibility matters.

Interpersonal skills and technical product knowledge and expertise are critical to responding to daily customer-centric activities. Troubleshoots problems with malfunctioning electro/mechanical equipment or software applications and recommends corrective action. Documents customer information and recurring technical issues to support product quality programs and product development.

Customer Experience

Job Duties

• 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 maximize value for all our customers. Your customers will feedback that Topcon is a pro-active, value-add organization that helps them drive forward.
• You'll provide thought leadership to your customers, 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.
• You will be measured through a balanced scorecard of targets for your customer relationship, based on an expectation of a strong Customer Satisfaction/NPS score from your region.
• Assist in developing technical training material (Instructor Guides, Student Guides, Labs, and Shop Guides) related to Topcon products.
• Assist in designing and inclusion of continuous enhancements to training material.
• Work closely with Sales account managers to meet strategic goals.
• 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.
• 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.
• Escalate product non-conformances and software/hardware issues through the Topcon Escalation process.
• Attend Trade Shows as required.
• Perform other duties, tasks and responsibilities as required.
• Participate in the 24/7 phone support rotation
• Provide phone support, including recording all relevant information such as action is taken and resolution using our CRM system.

Knowledge, Skills and Experience

• Self-motivated and able to work without supervision.
• Principles and processes for providing dealer and customer services. This includes needs assessment, meeting quality standards for services, and evaluation of dealer and customer satisfaction.
• Excellent communication and coordination skills enabling clear and accurate delivery of information to Regional Technical Managers, Regional Sales Managers, Site Management, Engineering functions, 3rd parties, and functional leaders.
• Proficient computer skills in Microsoft Office suite (Word, Excel & Power point)
• Ability to read and understand wiring schematic drawings
• Flexibility
• Ability to multitask
• Attention to detail
• Ability to perform under pressure within a team environment
• Meet the standards established by Team Leader, Customer Support.Must be capable of solving unique, day to day issues alone and making clear and communicated decisions with little daily guidance.  Must feel comfortable in discussing, elevating and consulting with Team Leader, Customer Support, if
• there are conflicts, issues or problems. Identify potential roadblocks in development and projects; apply mitigation technique; elevate critical risks and mitigation plans.
• Ability to direct others to efficiently transform large amounts of data into useful information for training curriculum.  Keen eye to identify variations in process, and deviations from expected outcomes.
• Participate in a teamwork environment.        

You'll be:

• Adaptable – able to change tact or approach to ever-changing circumstances with a proven ability to prioritize and plan
• An Influencer – you will drive behaviors 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.

Experience

• Previous experience with or within the agriculture/industrial sector, companies and Customers,
• ideally within product support or customer success experience.
• 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.
• Principles and techniques of coaching, teaching adult learners, mentoring and performance counselling.
• Ability to read and understand wiring schematic drawings.
• Able to manage own workload with minimal supervisor whilst maintaining flexibility in the job role.
• Excellent organisation skills, with the ability to manage several projects simultaneously, ensuring deadlines and expectations are met.
• Excellent problem-solving skills, with a keen eye for detail and creative solutions.
• Ability to perform under pressure within a team environment.

Qualifications

• Degree in an Engineering, Technology or Agricultural Sciences discipline or equivalent experience.
• Drivers Licence required
• A tractor driving licence highly regarded.