Product Support Specialist
PURPOSE and SCOPE
The Product Support Specialist serves as the technical expert for assigned product(s), providing advanced product knowledge to support frontline teams. The role owns the identification and management of product‑related technical issues and drives cross‑functional action to resolve them. Responsibilities also include communicating field issues internally, supporting new product development, contributing to training and technical publications, and providing technical mentorship across the organization.
PRIMARY JOB RESPONSIBILITIES
The following are the main job responsibilities and priorities for this position:
- Serve as the resident product support expert by maintaining advanced product and application knowledge for assigned products.
- Collaborate with Product Support Representatives, Supervisors, Territory Managers, and Dealer personnel to investigate and resolve technical field issues.
- Analyze Field Service Management (FSM) data to identify trends and provide actionable reports.
- Communicate product field performance issues and application conditions to Design, Manufacturing, Quality, and Supply Chain teams, recommending corrective actions.
- Collect, organize, and analyze field performance data to support product investigations, improvements, and future initiatives.
- Work cross‑functionally with Engineering, Manufacturing, and Purchasing to recommend design and process improvements.
- Participate in cross‑functional New Product Development teams, providing product support input.
- Support nonconformance management activities as required.
Review and audit technical publications and documentation.
QUALIFICATIONS
Education and Experience
- Related University or College degree, or internship.
- 3 to 5 years of experience in a related field
- Strong troubleshooting and diagnostic skills.
- Solid understanding of mechanical, electrical, and hydraulic systems
- Farm background and working knowledge of agricultural equipment considered an asset.
- Strong communication skills, both verbal and written.
- Proficient in Microsoft Office applications, including Word, Excel, Outlook, and PowerPoint.
- Effective interpersonal skills with the ability to work collaboratively across teams.
- Demonstrated customer relationship management skills, with a proven ability to build and maintain strong relationships with internal stakeholders and customers.
- Excellent analytical and problem‑solving abilities.
- Strong planning, organizational, and administrative skills.
- Ability to work effectively both independently and in a team environment.
- Willingness and ability to travel internationally; valid passport required.
- Must hold and maintain a valid driver’s license and be eligible to cross the Canada–U.S. border.