This individual will provide phone support for both internal and external customers for all Topcon, Carlson, and other manufacturer products sold and supported by RDO Integrated Controls. In addition this position will work with management to assist in providing extensive training both internally and externally for the operation and support for these products, sold by RDO Integrated Controls.
Specific Duties Include:
Develop relationships and network throughout the industry to monitor and participate in all product activities. Be recognized as a solutions provider and a wealth of expertise for our customers.
Adhere to quality control system metrics for tracking pertinent performance expectations.
Attend any and all manufacturer trainings offered for hardware and software that pertain to support and internal processes.
Fully utilize the system capabilities of the Cisco phones and any potential integration with the business system.
Make recommendations for future support success based on hardware and software needs.
Maintain the system by which we track and catalog all calls and their related issues so that other specialists and field personnel have access to the issue and the resolution.
Communicate with internal and external customers to support the RDO Market Place Website.
Maintain internal and external customer’s subscriptions including Topcon Total Care, TopNET, Tierra, Magnet and Carlson Software, and Sitelink subscriptions.
Receive and log all internal and external customer phone calls and provide support.
Prepare and lead technical training presentations for all regions, as requested.
Communicate regularly with field teams on issues that are apparent with our Manufacturer Partner products and learn from them.
Seek additional sales, parts, and service opportunities for company and report those prospects to the appropriate parties.
Follow all safety rules and regulations in performing work assignments.
Prepare reports for communicating logged Issues.
Perform any other special duties as requested by Management to ensure customer satisfaction.
Demonstrate a willingness to learn.
Follow all policies and procedures as specified in company manuals and as directed in the employee handbook.
Perform all other duties as assigned by the manager and assist other department personnel to ensure customer satisfaction.
Attend required company meetings and participate in constructive discussion.
Participate in any and all appropriate training offered RDO Integrated Controls/RDO Equipment Co.
Conduct self in the presence of customers so as to present a professional image of RDO Equipment Co.
3+ years of industry experience or related field
Strong communication and interpersonal skills.
Strong customer relations skills.
Proficient computer and phone skills.
Ability to travel to other RDO locations along with occasional training.
RDO Equipment - 20 months ago