[Remote] Customer Support Specialist - Animal Feeding NA
Note: The job is a remote job and is open to candidates in USA. Topcon Positioning Systems is a leader in productivity tools for agriculture and construction industries. They are seeking a Customer Support Specialist to provide exceptional support to users of their feed management technology, ensuring customer satisfaction and effective issue resolution.
Responsibilities
- Take inbound calls, emails, and chats from users, dealers, OEM partners, nutritionists, herd managers, and producers using our feed management hardware and software
- Diagnose issues on TMR mixers, scale indicators, load cells, data logging systems, and connected feeding software — walking customers through fixes step by step, in plain English
- Open, document, and close cases in Salesforce, with the level of detail that lets a Tier 2 engineer pick it up without missing a beat
- Hit team KPIs on First Contact Resolution, response time, and NPS — and tell us when something in the process is broken so we can fix it
- Escalate the tough ones to Tier 2 / Tier 3 with full context, and stay on the case until it's closed
- Run live demos, webinars, and onboarding sessions for new dealers and customers
- Help build out our knowledge base, self-service articles, and how-to videos so customers can solve more on their own
- Sit in on new product readiness reviews — your voice from the front line shapes how we launch
- Partner with Sales, Product Management, and R&D to bring the voice of the customer into the room
- Flag recurring issues to Engineering so they become fixes, not tickets
- Test new tools, including AI-assisted support workflows and omnichannel platforms, and tell us what works
- Bring ideas. We mean it
Skills
- 1–3 years in a customer support, technical support, or field service role — ideally serving the dairy, beef, livestock, or ag-tech industries
- Working knowledge of the dairy and/or beef sector: you've either worked on a farm, with a nutritionist, at a feed mill, at an ag dealer, or studied Animal Science / Agricultural Sciences / Vet Med (or equivalent hands-on background)
- Confident troubleshooter — comfortable reading wiring diagrams, interpreting error codes, and explaining the fix without jargon
- Comfortable in Salesforce, a ticketing system (C4 a plus), Microsoft 365
- Strong written and verbal English. Spanish is a big plus for serving our growing customer base across the US and Latin America
- Valid driver's license and willingness to travel to customer sites occasionally (≈10–15%)
- Familiarity with TMR mixers, feed scales, load cells, herd management software, or precision ag platforms
- Experience with Digi-Star, EZ-Feed, or similar feeding technologies
- Background in a Tier 1 / Tier 2 support center with SLA-driven KPIs
Benefits
- Comprehensive benefits: medical, dental, vision, life, disability, 401(k) with company match, generous PTO, and paid holidays.
- Professional development continuous learning, internal mobility, and a clear path toward Tier 2 Support, Product Specialist, Field Service, or Product Management.
- Global experiences collaborate with teammates in Europe, Australia, and across the Americas. Expand your network and your perspective.
- Work-life balance flexible hybrid arrangements from Fort Atkinson, or full remote within NA for the right candidate.
Company Overview
Company H1B Sponsorship