Customer Service Representative

Job Description

Job Description

Please note that we are not partnering with recruiting or staffing agencies for this position. 

Position Summary: TYM Customer Service Representative is critical for maintaining positive dealer relationships and providing technical assistance, troubleshooting, and after-sales support. Customer Service Representatives serve as the first point of contact for dealers, helping resolve issues, answering inquiries, and ensuring customer satisfaction with the TYM’s products and services. Customer Service Representatives play a vital role in enhancing customer satisfaction, retaining customers, and providing timely and accurate support for tractor products and services. 

Job Functions:

• Customer Assistance and Inquiry Management:
  • Handle inbound calls, emails, and chat queries related to TYM products, including technical issues, product inquiries, warranty details, and service requests.
  • Provide accurate and timely information regarding product specifications, usage, parts availability, and services.
  • Assist with troubleshooting technical issues, offering step-by-step guidance or escalating complex issues to the appropriate technical teams.
• Problem Resolution:
  • Actively work to resolve customer issues in a professional and efficient manner.
  • Coordinate with service departments, dealers, or technical teams to ensure customer problems (such as repairs, parts orders, or warranty issues) are addressed promptly.
  • Ensure that issues are documented and tracked until they are fully resolved, keeping the customer informed throughout the process.
• Product and Service Knowledge:
  • Stay updated on the latest products, services, and policies related to the OEM’s tractor range.
  • Offer expert advice on product features, maintenance tips, and best practices for tractor operation.
  • Educate customers on service schedules, parts replacement, and proper tractor care to minimize future problems.
• Warranty and Parts Support:
  • Assist customers in understanding and utilizing warranty coverage.
  • Process warranty inquiries, directing customers to appropriate service centers or helping them submit warranty claims.
  • Support dealers in locating and ordering parts, ensuring accurate part numbers and availability are communicated.
• Customer Feedback Collection and Analysis:
  • Collect dealer feedback & identify areas for improvement in product design, service, or support processes.
  • Communicate recurring issues or feedback to relevant internal teams, including product development, quality assurance, and management, to improve customer experiences.
• Escalation Management:
  • Escalate unresolved or complex issues to higher-level technical support teams or service manager when necessary.
  • Ensure escalations are handled within the specified timelines and customers are kept informed of progress.
• Complaint Resolution:
  • Handle customer complaints related to products or services in a calm and professional manner.
  • Work to find solutions that meet the customer’s needs and maintain a high level of satisfaction, whether through product replacement, service appointments, or other resolutions.
• Collaboration with Internal Teams:
  • Work closely with service departments, warranty teams, parts departments, and dealers to provide seamless support to customers.
  • Share feedback and issues with product development and quality teams to help improve the tractor's design and performance.

• High school diploma or equivalent.
• Successful experience in a corporate environment.
• Strong communication skills, including active listening and clear articulation.
• Ability to solve problems, alleviate conflicts, and escalate tactfully.
• Ability to multitask, manage time, and prioritize. 

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.