Customer Support Representative

Brandt Industries is currently seeking a Customer Support Representative. As a Customer Support Representative for our dealership network, you will play a pivotal role in ensuring the efficient and timely resolution of product issues related to agricultural, heavy equipment, truck, and trailer industries. Your primary responsibilities will involve troubleshooting problems, providing guidance on repairs, and offering exceptional customer support. Your expertise and guidance will ensure efficient and timely solutions to enhance customer satisfaction and maintain the highest level of product performance.

Duties and Responsibilities

1. Troubleshoot & Resolve Product Issues:

• Utilize available resources, manuals, and diagnostic tools to identify the root cause of equipment failures.
• Offer technical/mechanical advice and guidance to dealership network staff for issue resolution.

2. Product Knowledge:

• Maintain a deep understanding of the features, specifications, and operation of our machinery products.
• Provide comprehensive product knowledge to customers and dealership personnel, ensuring they can operate and maintain equipment effectively.

3. Communication and Support:

• Act as a liaison between dealerships and internal technical teams, ensuring that issues are properly documented and addressed.
• Follow up with customers and dealerships to confirm issue resolution and satisfaction.

4. Documentation Management:

• Accurately document all interactions, including issues, solutions, and recommended repairs
• Report common issues and trends to the manufacturing and design teams to support product improvement efforts.

5. Continuous Improvement:

• Gather information to help identify potential areas for improvement in product design, performance, and reliability.

6. Customer Service:

• Maintain a customer-centric approach, ensuring that warranty claims are processed with a focus on customer satisfaction and a positive experience.
• Provide after-hours support through on call rotation.

#LI-ONSITE

Required Skills

• Strong mechanical and technical aptitude with the ability to understand complex machinery and systems
• Exceptional problem-solving and analytical skills.
• Customer-centric attitude with a dedication to delivering top-notch service.
• Ability to work independently, prioritize tasks, and manage time efficiently.
• Excellent communication skills, both verbal and written, with the ability to convey technical information clearly and concisely.

Required Experience

• Proficiency in Microsoft Office suite (Excel, Word, Outlook, Sharepoint).
• High school diploma or equivalent (Engineering Technologist or Heavy Equipment/ Agricultural / Automotive Technician is a plus)
• Experience in customer support, technical troubleshooting, or a related role, preferably in the agricultural, heavy equipment, truck, or trailer industry.