Ag Parts Manager & Product Support Specialist

SUMMARY: Manages McFarlane Ags after-market and replacement parts business; coordinates warranty, service, and repair processes. Cross-functional position requires daily interaction with multiple departments, including customer service, sales, service, manufacturing, and engineering., DUTIES & RESPONSIBILITIES: The Ag Parts Manager & Product Support Specialist will be responsible for day-to-day activities for all parts and warranty processes to increase the sales volume and profitability of McFarlane Mfg. Co.s overall parts business.

Specifically,

• Interacts with customers via telephone, email, or in person to provide support and information on an assigned product or service.
• Fields customer questions or complaints and ensures appropriate actions are taken to resolve in a timely manner.
• Receives, enters, and audits dealer orders for replacement parts.
• Overseas the on-line dealer parts ordering process including parts lookups and service information.
• Manages the warranty claim process including product registration, auditing warranty claims for complete and accurate information, and working closely with all members of the product support team to ensure timely claim resolution and completion.
• Utilizes CRM to maintain customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
• Uses knowledge of a specific product, service, or other assigned area of expertise to answer inquiries or to forward to the appropriate staff.
• Works closely with purchasing on sources for replacement parts and assemblies.
• Maintains knowledge of pricing, changes in parts, and technical service bulletins through collaboration with sales and other team members; works with Sales Manager in monitoring list prices, gross margins, and competitor pricing.
• Works with Sales Manager to coordinate and administer regular dealer parts programs.
• Works with Sales Manager to identify opportunities and create strategies for increasing sales volume and gross margins.
• Regular attendance is an essential function.
• Performs other related duties as assigned.

1. High school diploma or equivalent required.
2. At least two years of experience in manufacturing parts warehouse, customer service, dealership, or similar facility highly preferred.
3. Customer service experience required.
4. Some experience with the product or service to which the specialist will be assigned preferred.
5. Excellent communication skills including active listening.
6. Service-oriented and able to resolve customer concerns.
7. Knowledge of, or ability to learn, product and area of customer service specialization.
8. Proficient computer skills with Microsoft Office Suite or related software.
9. Excellent organizational skills.
10. Basic understanding of tillage parts and mechanical systems.
11. Basic mathematical skills to develop and maintain invoices and inventories.
12. Proficient with or able to quickly learn the inventory system.

SAFETY/ PHYSICAL REQUIREMENTS: While performing the duties of this job, the employee is required to sit, stand, walk, talk and hear in an office environment, utilizing computers/monitors and office equipment; required to lift up to 25 lbs. on occasion. Prolonged periods sitting at a desk and working on a computer. Must wear proper PPE while in Production. Accountable to all safety policies and procedures. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Compensation based upon experience. Full-time employees are eligible to receive a competitive benefits package which includes group health with HSA, dental, vision, life and disability insurances, 401k with match, Paid Time Off and more!