Supervisor - Service Technician

Job Title: Supervisor – Service Technician

Reports To: Head of Operations – TeleSense                                                                                            

Job Summary:

The Incumbent will lead in-field service operations. He will also schedule installations with the help of the customer success team. He will need to have above average knowledge of agriculture, so he can speak with customers about their needs and wants when it comes to the systems being put in place.

Incumbent will:

• Ensure that products and agricultural solutions are installed correctly and in a timely manner.
• Make certain the company understands the processes and needs of the field ops team while they are in the field.
• Build out and train other field techs, if applicable

JOb Responsibilities:

• Directly lead in-field operations.
• Schedule trips and installation dates with customers.
• Coordinate with customer success on the level of priority of upcoming jobs, and how to get them scheduled.
• Coordinate with the shipping team to know when equipment will arrive, and if extra equipment is needed coordinate its delivery.
• Install the equipment in the field and then build the storage unit on the TeleSense website with all the correct information that has been provided. Once the units are built, assign all relevant devices to the appropriate storage unit and check for correct functionality.
• Interact with customers on the jobsite, including explaining the install process and once the installation is completed giving them a brief overview of what the system on the app looks like. Once this is done, the salesman and customer success will be alerted to follow up and give an in-depth explanation of the system.
• Help customer support and the customers themselves with self-install and self-maintenance of the equipment via phone call or Zoom meeting.
• Be able to problem solve in the field when it comes to the installation of the equipment.

Individual/ Team:

• Identify opportunities to create new and better ways of installing and maintaining our equipment in the field
• Provide support to customers when needed, ranging from resetting devices to customer self-replacement.

REQUIRED EDUCATION AND EXPERIENCE:

Education:   High School diploma, 2+ years of college

Experience:

• 10+ years in agriculture
• 2+ years equipment installation on farm or at commercial sites
• Has knowledge of traveling and planning travel for others. Including booking hotels, renting cars, scheduling/planning with customers.
• Understands computer systems that will be used to complete the jobs. This includes Zoom. Microsoft Teams, web browser. You also will have to learn how to use the TeleSense website and app proficiently.
• Understand how grain behaves while being stored so that you can talk to customers and understand the concerns they have.

KEY COMPETENCIES:

RESULTS ORIENTATION: Make sure that installation and maintenance get done in a timely manner to keep the systems producing the correct data for the customers.

CUSTOMER FOCUS:  Listen to the customers about their concerns for that year and try to maximize the amount of help that our team and system can provide for them.

STRATEGIC MINDSET: Looks ahead to the planning and scheduling of trips to reduce cost and maximize efficiency when it comes in installations and maintenance of the systems.