Title: Customer Support Representative
Client: Heavy Machine Manufacturing Company
Duration: 24 Months (Extension Possible)
Location: Johnston, IA 50131
Shift: Rotating 8-hr shifts (7:00 AM 7:00 PM, Mon Fri)
Onsite | Training ~6 weeks (8:00 4:30)
Role Summary Frontline customer and dealer support for ISG (Intelligent Solutions Group) products Handle moderately complex product, service and technical inquiries Support via phone, email and chat; document in case management system
Key Responsibilities Provide advanced product and service support Resolve escalated customer issues and complaints Process custom/special orders Log interactions in CRM and create follow-ups Conduct structured customer interviews using scripts Build customer relationships and retention Support sales conversations (service into sales) Maintain knowledge of policies, systems and regulations
Products Supported (Examples) JDLink, Operations Center, AutoTrac GreenStar Displays, StarFire Receivers Mobile Apps, Dashboards, Precision Ag tools
Required Skills Customer service and technical support experience Strong communication, conflict resolution and negotiation Comfortable with software and troubleshooting Data management and CRM experience Flexible to work rotating shifts and occasional holidays
Preferred Agriculture or Precision Farming experience Dealer / Ag technology background Bachelor's degree (any field)
or
technical certification Strong interest in technology and analytics
Education and Experience Post-secondary (non-tertiary) education 0 3 months to 3 years relevant experience
Extras Retention bonus at 6, 12 and 24 months Pay increases at milestones Limited local travel (factory/farm visits)
Interview Behavioral-based questions (real examples required)
Role Summary Frontline customer and dealer support for ISG (Intelligent Solutions Group) products Handle moderately complex product, service and technical inquiries Support via phone, email and chat; document in case management system
Key Responsibilities Provide advanced product and service support Resolve escalated customer issues and complaints Process custom/special orders Log interactions in CRM and create follow-ups Conduct structured customer interviews using scripts Build customer relationships and retention Support sales conversations (service into sales) Maintain knowledge of policies, systems and regulations
Products Supported (Examples) JDLink, Operations Center, AutoTrac GreenStar Displays, StarFire Receivers Mobile Apps, Dashboards, Precision Ag tools
Required Skills Customer service and technical support experience Strong communication, conflict resolution and negotiation Comfortable with software and troubleshooting Data management and CRM experience Flexible to work rotating shifts and occasional holidays
Preferred Agriculture or Precision Farming experience Dealer / Ag technology background Bachelor's degree (any field)
or
technical certification Strong interest in technology and analytics
Education and Experience Post-secondary (non-tertiary) education 0 3 months to 3 years relevant experience
Extras Retention bonus at 6, 12 and 24 months Pay increases at milestones Limited local travel (factory/farm visits)
Interview Behavioral-based questions (real examples required)