Case Specialist

: Who We Are Vermeer equips customers doing important work around the world. We are global, driven by innovation and growing. The equipment we make manages natural resources, connects people and feeds and fuels communities. We live out a caring culture, we demonstrate agility, we keep a focus on customers and are stewards of our resources. These beliefs drive our culture, determine how we treat others and steer our business. Job Summary Work Shift 1 - First Shift Are you the type of person who enjoys researching information, learning about equipment, finding answers and engaging with people? The Case Specialist investigates and works with customers to satisfactorily resolve quality and reliability issues involving parts orders, service, and/or support. This position collaborates with cross-functional teams and suppliers to determine a resolution that is beneficial to all. What You'll Do 1. Lead investigations of accelerated customer complaints. Utilize all resources and go through the necessary channels to make decisions that resolve each case in a timely and satisfactory manner for the customer and company. Make decisions based on thorough knowledge of various policies and practices, including warranty, shipping, return and supplier. 2. Provide excellent customer service support and direction to all departments through frequent dialogue and timely, continuous feedback with dealers, suppliers and customers. Document conversations and actions taken for future reference. 3. Develop expertise in knowledge of and support new model launches in each product group. Ensure the integrity of shared data while providing timely customer support. 4. Create standard processes to support the business metrics, system requirements, and customer needs; track and review information relating to customer communication by accurately entering details into an electronic system; and assist the technical documentation team in identifying and correcting parts manuals. What We're Looking For

• High school diploma with a minimum of five years related experience required.
• Associates degree with a minimum of two years experience preferred.
• Previous customer service experience and mechanical and/or systems experience preferred.
• Knowledge of Vermeer equipment and parts, and in the area(s) of service, procurement, warranty, shipping and quality.
• Ability to provide informative and professional assistance when working with the public/customers and co-workers and maintain positive interpersonal relationships which encourage openness.
• Demonstration of strong organizational skills
• Ability to be flexible, work under pressure, and manage confrontation in high pressure situations; ability to change priorities to meet customer demand; ability to break down complex situations into smaller, manageable, actionable pieces.
• This position does support global customers and may require flexible hours to meet an anticipated 24 hours/six days a week demand.

Travel

• Occasional travel is expected of this position.

Work Location HYBRID: Some of a team member's day-to-day work may be best done at a location other than a Vermeer campus. Discuss specific arrangements with your manager. Equal Opportunity Employer At Vermeer Corporation, we believe in the value of your unique identity, background, and experiences. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, marital status, genetic information, disability, sexual orientation, gender identity, veteran status or any other status protected by the law. Applicants requiring a reasonable accommodation due to a disability at any stage of the employment application process should contact Team Member Solutions at View phone number on us.edajobs.com or at View email address on us.edajobs.com . Interested? We'd love to get to know you.