Dealer Support Specialist II

Full Time
Pella, IA
Posted Today
Job description
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 The Dealer Support Specialist II supports quality and reliability processes surrounding parts orders, service, and support issues contained in technical publications such as owner/operator/parts manuals or within other types of “knowledge base” solutions (i.e. Dealer Center / Tech Point / EzParts / iParts / etc). This position offers multiple resources to the dealer, using available research engines and knowledge of current processes. This role may review communication and training materials to support the dealer organization with consumer knowledge and product utilization. Essential Duties and Responsibilities include the following. Other duties may be assigned. 1. Exhibit the Vermeer characteristics of caring culture, demonstrating agility, customer focused and stewardship while modeling the associated behaviors. 2. Provide customer service excellence direction to all departments through regular dialogue and feedback with dealers and customer along with documenting the interaction. 3. Support new model launch in designated product groups, and ensure the integrity of shared data while providing timely dealer and customer support. 5. Create, review and/or update standard processes to support the business metrics, system requirements, and customer needs. 6. Provides training and/or creates training materials for new team members and dealership parts and service teams on research tools, processes and solutions. 7. Track and review information relating to customer communication by accurately entering details into relevant system. 8. Identify errors, corrections and updates in parts manuals and assists the technical documentation team in making timely updates. Education and/or Experience
  • High school degree required with a minimum of 3 years’ related customer service experience.
  • Associate’s degree preferred.
  • Previous Vermeer dealer (customer) service experience and Vermeer product/processes/systems experience preferred.
  • Fluent Spanish speaking skills preferred.
Other Skills and Abilities
  • Ability to provide informative and professional assistance when working with the public/customers and co-workers.
  • Ability to maintain positive interpersonal relationships, which encourage openness with customers and peers; ability to develop interpersonal relationships with co-workers, staff, clients and the community to meet or exceed expectations.
  • Demonstration of excellent written and verbal communication skills.
  • Demonstration of attention to detail and the ability to type and enter data accurately.
  • Demonstration of strong organizational skills; ability to work effectively under extreme stress; ability to coordinate multiple projects simultaneously.
  • Ability to be flexible 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 Up to 5% domestic and/or international travel by car or plane may be required. Work Location ONSITE: A team member’s day-to-day work is best done on a Vermeer campus. If work content can be occasionally completed at an offsite location, discuss potential 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 (641) 621-8767 or at [email protected] . Interested? We’d love to get to know you.

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