Technical Service Representative I

Job Description

Job Description

Please Note: This position is NOT an IT position. This position is responsible for providing our customers with support regarding the maintenance and repair of TYM Tractors.

Position Summary:

TYM Technical Service Representative Level 1 (TSR) is essential for providing technical support and ensuring customer satisfaction. TSR’s serve as the first line of defense in addressing technical inquiries and issues related to TYM products. TYM Technical Service Representative Level 1 (TSR) is responsible for assisting customers, dealers, and service personnel with technical issues, troubleshooting, and providing information about TYM operations, maintenance, and repairs.

Key Responsibilities:

1. Technical Support:
   • Respond to inquiries from customers and dealers regarding product operation, troubleshooting, and maintenance.
   • Diagnose technical issues based on customer descriptions and service history.
2. Customer Interaction:
   • Communicate effectively with customers through phone, email, or in-person visits, ensuring timely responses and solutions.
   • Provide clear and concise information to help customers understand technical problems and their resolutions.
3. Documentation:
   • Maintain accurate records of customer interactions, issues raised, and resolutions provided.
   • Document recurring problems and customer feedback for future reference and analysis.
4. Field Support:
   • Occasionally visit customer sites to provide on-site support for complex issues that cannot be resolved remotely.
   • Assist in the installation, setup, or calibration of tractor products when necessary.
5. Training and Education:
   • Provide training and guidance to customers and service personnel on proper usage, maintenance, and troubleshooting of tractors.
   • Develop and distribute user guides, manuals, and technical documents to support customer education.
6. Collaboration:
   • Work closely with engineering and product management teams to relay customer feedback and technical issues.
   • Collaborate with parts and logistics teams to ensure timely availability of replacement parts for service.
7. Continuous Improvement:
   • Identify trends in customer inquiries and technical issues, and work to develop solutions or improvements.
   • Stay updated on industry trends, new products, and technological advancements to enhance support capabilities.

Skills and Qualifications:

• Strong technical knowledge of agricultural machinery, particularly tractors and their components.
• Excellent communication and interpersonal skills for effective customer interaction.
• Problem-solving abilities to diagnose and resolve technical issues efficiently.
• Experience in customer service or technical support roles, preferably in the agricultural or construction sectors.
• Ability to work independently and as part of a team.

This job description reflects management’s assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned. This job description also does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of job change.

TYM-North America is an Equal Opportunity Employer that is committed to Diversity and Inclusion in the Workplace.