Topcon

Field Service & Product Support

Requisition ID
2017-2300
Experience Level
Specialist
Industry
Agriculture & Construction
Employment Status
Regular Full-Time
CN-Shanghai
Category
Customer Service/Support

Overview

Provide service and support to Dealers and the company service department on matters relating to operating and setting up the range of Precision Agriculture equipment.

Responsibilities

  • Developing and improving all Ag technical training material (Instructor Guides, Student Guides, Labs, and Shop Guides) related to Topcon product(s).
  • Phone and email response to dealer questions and queries.
  • Maintain safe and healthy training environment by following organization standards and legal regulations.
  • Maintain quality service by establishing and enforcing organization standards.
  • Maintain technical knowledge by attending educational workshops, reviewing publications, etc.
  • Continuously monitor dealer personnel and the field teams’ skill sets through assessment and analysis of current skill levels and developing and executing appropriate training programs to continuously improve the effectiveness of all parties representing Topcon products in the marketplace.
  • Execute test plans for problem solving, troubleshooting, and reverse engineering.
  • Assist technical staff to refine field notes, electrical schematics, hydraulic schematics, and photographs gathered during product installation.
  • Work with and communicate using the nominated CRM system or process for all issues and resolutions
  • Travel within the region to attend training, meetings, service issues when required.
  • Deliver training as requested (internal and external) within the region.
  • On-site, in field diagnostics of product and performance issues, including recording of all relevant information such as action taken and resolution in field report.

May perform other duties as assigned.

Qualifications

  • Degree in an Engineering, Technology or Agricultural Sciences discipline or equivalent experience.
  •  Knowledge of Adult Learning methodology.
  • Accomplished communication capabilities (spoken and written).
  • 1-3 years’ experience in agricultural machinery and application
  • Minimum of 5 years’ experience in the agricultural industry (preferred).
  • Experienced in preparation and delivery of formal and informal training sessions preferred
  • Must have excellent problem solving skills based on GPS AG positioning and control applications.
  • 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
  • Attention to detail
  • Ability to perform under pressure within a team environment
  • Must be capable of solving unique, day to day issues alone and making clear and communicated decisions with little daily guidance. Identify potential roadblocks in development and projects; apply mitigation technique; elevate critical risks and mitigation plans to reporting Manager.
  • 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.
  • Mandarin and English languages required
  • Travel throughout assigned region and periodic travel to “urgent” locations
  • Attend Trade Shows throughout the country as required.
  • Physical requirements include ability to ascend/descend tractors and similar equipment.

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