Product Support & Service Specialist
Organization Summary
Lindsay Corporation (NYSE: LNN) is a leading global manufacturer and distributor of irrigation and infrastructure equipment and technology. Established in 1955, the company has been at the forefront of research and development of innovative solutions to meet the food, fuel, fiber, and transportation needs of the worlds rapidly growing population.
As one of the worlds leading providers or irrigation and water management, its Zimmatic systems are operating in more than 90 countries. Lindsay Corporations infrastructure division offers a wide range of products that aid in roadway maintenance and transportation safety.
Lindsay is committed to growing a healthy culture worldwide in which diversity is supported and employees are empowered. Lindsays values (leadership, integrity, collaboration, accountability, and respect for others) help drive us to accomplish our mission by working together because we know we can go farther and faster as a team than we can as individuals.
Position Description
This position will be responsible for providing quality support and service in a variety of areas including global help desk phone support, issue tracking and escalation, fulfilling information requests, remote technical support, systems, software and hardware trouble shooting for both Zimmatic and FieldNET product lines, customer assurance, product testing and validation.
In addition, this position will trouble shoot system performance challenges and work closely with our Product Support and Training, Quality, Product Development and Engineering teams to identify root causes to collaboratively drive resolutions quickly and efficiently.
Position Details
This is a full-time position based at our Corporate Headquarters in Omaha, Nebraska. This position is part of our centralized phone support group. Currently, this is a hybrid role allowing team members to work from home Mondays and Fridays as business requirements allow.
Duties & Responsibilities
- Always represent the companys best interest, maintain the highest level of integrity and professionalism.
- Provide product support, system troubleshooting and training on the phone, via email or in person to our dealer network and internal teams.
- Keep accurate records, promote job safety, provide excellent customer support, exhibit pride and quality workmanship.
- Build an in-depth knowledge of the entire FieldNET product suite and how it interacts with our Lindsay Zimmatic products and third-party equipment.
- Make independent decisions regarding identification of issues, root cause and a plan of action to resolve issues presented.
- Independently design radio networks for users. Make recommendations on equipment needed to build the network.
- Identify, document and proactively communicate solutions to issues as presented. (Dealer letters, PSU letters, product notifications, issues escalations, end customer communications, etc.)
- Provide descriptions of issues/bugs, complete ticket requirements and submit for resolution prioritization.
- Assists with installations, configuring systems, diagnosing hardware and software faults and solving technical and application problems over the phone or in person, if needed.
- Documents accurate case records of customer issues, status progress and problem resolutions utilizing our department case management system.
- Processes FieldNET subscriptions and acts as lead or back-up lead for billing processes.
- Generate ad-hoc reporting and tracking for department.
- Write new procedures and updates existing as needed.
- Understand product fully to offer insights into new product development, product validation for performance, and proper instructions for dealer technicians.
- Attend training classes and seminars as requested.
Qualifications
- Ability to aspire to and demonstrate Lindsays Vision, Values and Behaviors daily.
- 4-year degree in Mechanized systems Management, Agriculture, Mechanical or Electrical Engineering or Professional Electrician Certification (Masters or Journeyman) or combination of relevant experience and education will be considered.
- Knowledge of electrical systems
- Bilingual with proficiency to read, write and speak English and any of the following languages Spanish, Portuguese, German, French or Arabic, highly preferred.
- Self-motivated, possess strong leadership skills, and professional in appearance and actions.
- Detail oriented, possess critical thinking skills and is driven by quality results.
- Well organized with strong communication skills (written and verbal) and ability to multi-task.
- Robust problem-solving skills, with ability to learn from doing, hold personal accountability, and maintain a positive and professional attitude.
- Strong customer service background.
- Ability to work independently and as part of a team-oriented environment where you will successfully manage multiple dealer cases simultaneously.
- Must take ownership of work and own the responsibilities of making sure things are done accurately and customer expectations are met.
- Ability to work under pressure and adapt to changing priorities with minimal supervision.
- High level understanding of Microsoft Office and web-based applications.
- Ability to work overtime and possibly weekends should workload warrant.
