Product Generalist

NA Product Support Generalist

HGS North America is currently looking for a NA Product Support Generalist to support The Climate Corporation, a division of Bayer Crop Science. This position is located in Creve Coeur, Missouri. As part of Climates Global Operations Team the NA Product Support Generalist is responsible for providing best-in-class product support for all Climate FieldView users in North America via phone, email and live chat to end-users.

Duties and Responsibilities:
Field inbound calls from North American farmers, Climate dealers, and Climate field sales teams on product support related issues. These calls will include support requests for FieldView setup, installation, in-field operation, and troubleshooting of in-field breakdowns.

Respond to inquiries and call-back requests placed via live chat and the online ticket system.

Track all customer interactions in Salesforce.

Troubleshoot technical issues to establish the root cause of problems and escalate the issue to the appropriate Level 2 support team if necessary.

Develop and maintain working product knowledge for all Climate FieldView products.

Provide evening/weekend support as needed during peak planting and harvest seasons

Participate in seasonal proactive outbound customer engagement calls to retain and engage existing customers.

Basic Qualifications:
Bachelors Degree in an Agricultural, Computer Science or Business-related field preferred

Excellent time management and problem-solving skills.

Effective communicator.

Strong writing skills; evidence of creativity.

Positive attitude highly motivated.

Flexible to adapt as priorities change.

Experience working in the Google Suite environment.

Preferred Qualifications:
Experience working with Ag equipment such as:
Planters, combines, air seeders, or sprayers

Original equipment monitors (OEM) such as John Deere, Case IH, and Ag Leader.

Experience working in the Salesforce environment

Competencies:
Uses Sound Judgment Makes Decisions

Wisely Asks questions of team members and managers to identify critical issues.Understands the impact of a decision on customers and HGS. Knows when to seek direction with an issue or problem and/or to gain understanding about the impact of an action or decision.

Shows Initiative

Proactively seeks solutions to problems before being asked. Initiates self-development efforts and seeks job enrichment opportunities.

Promotes Teamwork

Participates on cross functional teams. Provides knowledge about multiple projects, products and/or customers to increase team member understanding. Helps others improve individual contributions as a team member.

Communicates Effectively

Listens and converses with a variety of audiences. Extracts key issues from others by asking the right questions. Able to present information and ideas in a cohesive and logical manner.

Embraces Differences

Takes accountability for own progress and seeks to continually improve. Responds to others varying needs. Appreciates differences among team members.

Drives Customer Focus

Identifies opportunities to exceed the expectations of customers. Establishes and nurtures strong sustainable collaborative relationships with internal and external customers. Designs internal work processes to improve customer service. Adds value to the organization by providing exemplary customer service. Follows up, gets help from others when necessary.