Technical Product Support Specialist- The Climate Corporation
, Missouri
October 22, 2017
As part of the Customer Success organization, the Technical Product Support Engineer is responsible for providing best-in-class technical support for all Climate FieldView Products in North America via phone, email and live chat to end-users. In collaboration with the Product and Engineering teams, they are involved in the product development and testing process for our new products and enhancements. They also support customers at in-field trainings, participate in trade shows, and help create technical publications and training.

What You Will Do:
  • Field calls from North American farmers, Climate dealers, and Climate field sales teams on technical support issues. These calls will include support requests for installation, in-field operation, and 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 and follow-up on all unresolved issues
  • Troubleshoot technical issues to establish the root cause of problems and form a solution or workaround across a wide range of agricultural software and hardware environments
  • Develop and maintain in-depth product knowledge for all Climate FieldView products 
  • Become the subject matter expert for key Climate FieldView products and triage all level 2 global escalations for those products
  • Develop and conduct product training for other internal Support teams
  • Reproduce customer issues and if necessary, file bug reports, escalate cases to Product Management and/or Engineering, and provide necessary documentation
  • Collaborate weekly with Product Managers to analyze and review current issues and future needs. Use this information to proactively assist in prioritizing the product development workflow
  • Collaborate with Product Management, Marketing and others to generate and edit content for technical publications including operator and installation manuals, technical and service bulletins, knowledge base articles, and product instructions.
  • Provide evening/weekend support as needed during peak planting and harvest seasons
  • Participate at regional and national trade shows, and at smaller in-field meetings throughout the country

Basic Qualifications
  • Bachelor's degree in Agricultural Studies, Computer Science, Business, Agronomy or related field
  • 3+ years of postgraduate work experience with 1+ years experience in a customer support role required

Preferred Qualifications
  • 1+ year of experience in supporting precision agriculture products
  • Excellent time management and creative problem-solving skills
  • Strong interpersonal skills and ability to communicate and present to large groups
  • Strong writing and verbal communication skills
  • Positive attitude & highly motivated
  • Basic mechanical skills and knowledge of Farm Management Information Systems
  • Flexible to adapt as priorities change
  • Computer skills: Apple hardware (MacBook, iPad, iPhone), Salesforce, JIRA, Google suite of products
What We Offer:

In addition to great colleagues and engaging work, we offer a competitive salary, excellent benefits, and some of the best perks in the industry, including:

  • Superb medical, dental, vision, life, and disability benefits
  • Unique opportunity to make a real world impact - we are solving problems that have a massive impact on farmers' lives and food security
  • Energetic idea-driven work environment with an exciting culture
  • A driven, talented team that aims to make a large-scale impact through an innovative technology platform
  • Extensive training program on our products and services.
  • Laptop and/or tablet as needed plus mobile phone and Internet service reimbursement.
  • Company vehicle provided (based on expected mileage)
  • 401k matching program
About Us:
The Climate Corporation aims to help farmers around the world protect and improve their farming operations with uniquely powerful software and hardware products. The company's proprietary Climate FieldView Platform™ combines hyper-local weather monitoring, agronomic modeling, and high-resolution weather simulations to deliver Climate FieldView Prime™, Climate FieldView PlusTM and Climate FieldView Pro™, mobile SaaS solutions that help farmers improve profitability by making better informed operating decisions. The company's unique technologies help the global $3 trillion agriculture industry to stabilize and improve profits and, ultimately, help feed the world.

A little about us:
At Monsanto, we believe that diverse perspectives solve big challenges and deliver a broad range of solutions to help nourish our growing world.

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