Electrical Engineer-Customer Support

Position Title: Electrical Engineer- Customer Support
Department: Customer Experience
Compensation Range: $70,000-85,000 USD per annum
Location: Naperville, IL

About AGI

AGI is a global food-based infrastructure company publicly traded in Canada. With over 4,200 employees and over 30 global manufacturing brands, AGI is a leading provider of equipment and technology solutions for agricultural commodities including seed, fertilizer, grain and feed systems and an expanding platform for food processing facilities.

The Opportunity

The role will assist customers with technical issues that may arise while using AGI products and services. They provide expertise to customers, answer inquiries, and offer recommendations. Responsibilities include troubleshooting problems, providing step-by-step instructions, diagnosing software and/or hardware issues, and escalating complex cases to higher levels of support when necessary.

The Team

The role will report to the Manager, Customer Experience. The team consists of CX Agents and Product Specialists. The role will collaborate with the team to prioritize and resolve system and equipment issues. You will be expected to work effectively with sales and engineering, provide feedback from customers on product improvements, and stay updated on industry trends. This is a customer-facing role, as well as an internal technical resource.

Responsibilities

• Responsible for following the company’s safety policies, procedures, and compliance rules. Ensure that customers requiring technical support are operating in a safe environment.
• Understand customer needs and expectations, provide excellent direct and indirect service and fulfill customer expectations.
• Consult with users to determine hardware, software or system functional specifications by utilizing expert knowledge of application and systems analysis techniques and procedures.
• Support the creation or modification of customer-facing documentation, internal technical documentation, and training material.
• Provide technical support and problem resolution activities to customers.
• Use best-practice customer service tools and techniques to work with individuals and groups in a constructive and collaborative manner.
• Set priorities, perform triage, and know when and how to escalate problems.
• Track and monitor service requests to ensure timely resolution; keep users informed of status.
• Maintain thorough documentation in Salesforce to assist the department in continuous improvement, track workload and resolve recurring problems.
• Coach users towards independence on common technical practices and procedures; empower users to leverage their technological tools.
• Maintain strict confidentiality of the firm's internal and personnel affairs.
• Perform additional related duties as requested or required.

Required Qualifications

• Bachelor degree in Electrical Engineering, or equivalent experience is desired.
• Electrical Technologist diploma an asset. 
• 3 years’ experience in technical support for a manufacturer required
• Ability to read and interpret electrical drawings and schematics
• Highly versed in controls, control theory and operation
• Ability to interpret electromechanical designs
• Competency in navigating industrial networks
• Understands software installations in addition to software/hardware/controls interactions
• Computer skills to troubleshoot and solve basic computer/controls problems
• Technical ability to read engineering schematics and advise proper parts needed
• Excellent communication skills, both written and verbal
• Effective persuasion and negotiation skills
• Willing to ask for help
• Strong analytical and problem-solving skills
• Detailed-oriented
• Mechanical and technical skills and knowledge
• Able to follow directions
• Equally comfortable working independently and on a team.
• Able to effectively prioritize work based on demand
• Ability and willingness to learn
• MS 365 Proficiency
• Valid driver’s license
• Some limited travel may be required.

Preferred Qualifications

• Technical support experience with an agricultural equipment manufacturer
• Knowledge of PLC, scales and agriculture
• Ability to work within multiple software applications and/or ERP Systems for quoting purposes
• Proficient using CAD programs
• Previous experience using Salesforce

Why AGI?