Product Support Specialist at AG EXPRESS ELECTRONICS INC

Sulphur Springs, Indiana, United States -

Full Time

Start Date

Immediate

Expiry Date

14 Apr, 26

Salary

0.0

Posted On

14 Jan, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Support, Technical Support, Order Processing, Communication Skills, Problem Solving, Attention to Detail, Microsoft 365, CRM Systems, Troubleshooting, Collaboration, Documentation, Agricultural Knowledge, Self-Motivation, Organizational Skills, Customer Experience, Technical Writing

Industry

electrical;Appliances;and Electronics Manufacturing

Description

Job Details Job Location: Sulphur Springs, IN 47388 Position Type: Full Time Job Shift: Day Job Summary: Ag Express Electronics is seeking a Product Support Specialist who will provide responsive, accurate, and professional support to customers using Ag Express Electronics (AEE) products and services. This role serves as a primary point of contact for inbound inquiries and is responsible for ensuring customers receive timely resolution, clear communication, and a positive service experience. The Product Support Specialist supports order processing activities—including order status updates, warranty and RMA creation, and drop ship order coordination—while also assisting with product specifications, basic troubleshooting, and the development of technical resources that improve customer understanding and self-service. This position requires strong attention to detail, effective communication skills, and the ability to manage multiple priorities while contributing to a high-quality customer experience. This position is located at our Sulphur Springs, Indiana location. Qualifications Key Responsibilities: Customer & Product Support Receive and respond to inbound phone calls, emails, and other communications regarding AEE products, services, and order status. Serve as a knowledgeable resource for customers by providing accurate product information, specifications, and system compatibility guidance. Determine customer system requirements and ensure the correct components and configurations are recommended and ordered. Assist customers with order inquiries, including standard orders, warranty replacements, RMAs, and drop ship orders, ensuring accuracy and timely processing. Coordinate and manage drop ship ordering, including order entry, confirmation, vendor coordination as applicable, and customer communication regarding shipment status. Communicate with farmers, implement dealers, distributors, and internal teams to clarify order details and resolve questions. Provide basic troubleshooting support and escalate complex technical issues to the Product Support Manager as appropriate. Ensure consistently positive customer experience through professional communication, responsiveness, and follow-through. Accurately document customer interactions, orders, and resolutions within the ERP and related systems. Documentation & Technical Content Support Assist in the development and maintenance of troubleshooting guides, product instructions, and technical support materials. Contribute to training documents and support resources for new and existing product lines. Provide feedback on recurring customer questions, documentation gaps, and opportunities to improve clarity and usability of support materials. Cross-Functional Collaboration Partner with Sales, Engineering, Production, Shipping, and other internal teams to ensure order accuracy, product alignment, and timely customer support. Communicate customer feedback, product issues, and recurring trends to support continuous improvement initiatives. Collaborate with fellow Product Support team members to maintain consistency, accuracy, and professionalism across all customer interactions. Continuous Improvement Maintain current knowledge of AEE products, services, and evolving agricultural technology trends. Participate in team meetings, product training, and process improvement initiatives. Proactively identify opportunities to improve customer experience, internal workflows, and order-support efficiency. Required Skills and Qualifications: Technical Skills: Proficient in Microsoft 365 (Outlook, Excel, Teams, etc.) and customer relationship management (CRM) systems. Ability to navigate support documentation, product manuals, and internal databases to resolve customer inquiries efficiently. Skilled in identifying, troubleshooting, and resolving product-related issues over the phone or through written communication. Comfortable using and learning support tools, tracking systems, and quoting software. Communication and Interpersonal Skills: Exceptional verbal and written communication skills with a patient, professional, and customer-focused demeanor. Active listening and problem-solving abilities with a strong commitment to delivering a positive customer experience. Ability to translate technical information into clear, customer-friendly language. Ethical, service-oriented, and approachable with a collaborative mindset. Organizational Skills: Strong attention to detail and follow-through in managing quotes, customer records, and order tracking. Ability to work independently while prioritizing tasks in a fast-paced, multitasking environment. Self-motivated with the initiative to identify improvement opportunities and solve problems proactively. Required Experience/Education/Training/Certifications: Education: High school diploma required. Associate degree in Agriculture, Electronics, Business, or a related field preferred but not required. Work Experience: 1–3 years of experience in customer service, technical support, order processing, or a related role preferred. Experience working with agricultural customers, dealers, or distributors is a plus. Trainings & Certifications: Willingness to complete internal products, systems, and process training. Industry certifications in agricultural equipment or electronics are a plus but not required. Physical Demands: Lifting and Carrying: Occasionally, the role may involve lifting and carrying office equipment or materials weighing up to a certain limit. Standing and Walking: Ability to navigate various onsite meetings with customers and facilities within the organization’s premises. Communication: Skill in exchanging accurate information with customers, co-workers, vendors, etc., utilizing verbal, written, and electronic communication methods. Sitting for Extended Periods: Much of the work will be conducted at a desk requiring the ability to sit for extended periods while performing tasks. Repetitive Motion: Some tasks may involve repetitive motions of the hands, especially prolonged periods of typing on a computer to perform administrative and operational tasks. Ergonomic practices should be followed to minimize the risk of repetitive strain injuries. Safety Awareness: Awareness of and adherence to safety protocols and procedures is essential when navigating the organization’s facilities to ensure compliance and minimize the risk of workplace hazards or accidents. Ag Express Electronics is committed to providing reasonable accommodation for employees with disabilities and ensuring a supportive work environment. Candidates are encouraged to discuss specific needs during the application process. Benefits: Ag Express Electronics offers a leading benefits package as highlighted below: Employer-Sponsored Benefits: Medical, Dental, Group Life, Short-Term Disability (STD) with buy-up options Voluntary Benefits: Vision, Healthcare and Dependent Care Flexible Spending Account(s) (FSA), Life Insurance 401(k): Safe Harbor 401(k) including an annual 3% company contribution and Profit Share funded annually at the discretion of Ag Express Electronics. Employee Stock Ownership Plan (ESOP): Contribution funded annually at the discretion of Ag Express Electronics. Paid Time Off (PTO): PTO allowance to support work-life balance and provide employees with opportunities for rest, relaxation, and personal pursuits. Holiday Benefits: Recognition and observance of holidays by Ag Express Electronics, allowing employees to celebrate. Flexible Hours: Flexible work hours empower employees to have greater control over their work schedules, fostering a better work-life balance and increased flexibility to accommodate personal commitments. Educational Assistance: Support for employee development through educational assistance, including financial support for further education or professional certifications relevant to their roles, ensuring continuous learning and growth opportunities. Casual Dress Environment: Enjoy a casual dress environment at work, with company-provided branded clothing to promote comfort and a sense of belonging among employees. Ag Express Electronics is an Equal Opportunity employer. We do not discriminate based on race, religion, color, sex, gender, identity, sexual orientation, age, national origin, veteran status, or any other basis covered by appropriate law. About Us: Ag Express Electronics is a leading provider of innovative electrical solutions for agricultural, construction, and industrial applications. We specialize in designing custom electrical harnesses and distribution systems to meet the unique needs of our clients. Our team is dedicated to delivering high-quality, reliable, and efficient solutions that exceed customer expectations.

Responsibilities

The Product Support Specialist will provide responsive and professional support to customers regarding Ag Express Electronics products and services. This includes managing order inquiries, providing product information, and assisting with troubleshooting.