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Form of workSenior Specialist, Product Service & Support
Organization Summary
Lindsay Corporation (NYSE: LNN) is a leading global manufacturer and distributor of irrigation and infrastructure equipment and technology. Established in 1955, the company has been at the forefront of research and development of innovative solutions to meet the food, fuel, fiber and transportation needs of the world’s rapidly growing population. Lindsay’s irrigation segment includes solutions for agricultural irrigation systems, remote irrigation management and scheduling technology as well as irrigation consulting, design and industrial IoT solutions. Also a global leader in the transportation industry, Lindsay’s infrastructure segment manufactures equipment to improve road safety and keep traffic moving on the world’s roads, bridges and tunnels. As a global company, Lindsay is committed to growing a healthy culture worldwide in which diversity is supported and employees are empowered. Lindsay’s values (leadership, integrity, collaboration, accountability and respect for others) help drive us to accomplish our mission by working together – because we know we can go farther and faster as a team than we can as individuals.
Position Description
This role will have global responsibilities for assisting FieldNET and Irrigation users (Dealers, Growers and Internal) with advanced operational and technical support needs through multiple medias. This position will be responsible for providing quality of service and support in a variety of areas including global help desk support, internal and external FieldNET user training and orientation, issue tracking and escalation, fulfilling information requests, remote technical, systems, software and hardware troubleshooting, customer assurance and new product development, new features, bug fixes and warranty testing and validation.
Position Details
This exempt position sits at Lindsay's global headquarters in Omaha, Nebraska. The incumbent for this role will enjoy a hybrid work schedule, with core office days being Tuesday-Thursday.
Duties & Responsibilities
• Build an in-depth knowledge of the entire FieldNET product suite and how it interacts with our Lindsay Zimmatic products and third-party equipment.
• Achieve an in-depth working knowledge of competitor's telemetry and pivot systems to assist dealers on set-up, installations, differences in wiring schematics and troubleshooting.
• Make independent decisions regarding identification of issues, root cause and a plan of action to resolve issues presented.
• Handle the more complex troubleshooting issues including 3rd party vendor escalations.
• Develop and deliver training using multiple medias that include in-person, webinar, video and phone.
• Independently design radio networks for users. Make recommendations on equipment needed to build the network. Assist with installs and provide after install support.
• Identify, document and proactively communicate solutions to issues as presented. (Dealer letters, PSU letters, product notifications, issues escalations, end customer communications, etc.) • Provide description of issues/bugs, complete ticket requirements and submit for resolution prioritization.
• Assists with installations, configuring systems, diagnosing hardware and software faults and solving technical and application problems, either over the phone or in person.
• Documents accurate case records of customer issues, status progress and problem resolutions utilizing our department case management system.
• Writes new procedures and updates existing as needed.
Qualifications
• Bachelor's degree and/or previous experience working in an agriculture, engineering or electrical field. Customer Support/Help Desk environment experience will also be considered.
• Excellent verbal and written communication skills.
• Robust problem-solving skills, the ability to learn from doing, personal accountability, and a positive and professional attitude.
• Knowledge of electrical systems
• Ability to work in a fast-paced, team-oriented environment where you will successfully manage multiple user cases simultaneously.
• Ability to communicate technical problems and solutions to train and outline issues identified.
• Good organizational skills and the ability to multi-task is essential.
• Savvy with Microsoft office and web-based applications.
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