Position Title: Product Specialist
Compensation: $70,000-85,000 USD annual
Department: Customer Experience
Location: Naperville, IL

About AGI

AGI is a global food-based infrastructure company publicly traded in Canada. With over 4,200 employees and over 30 global manufacturing brands, AGI is a leading provider of equipment and technology solutions for agricultural commodities including seed, fertilizer, grain and feed systems and an expanding platform for food processing facilities.

The Opportunity

The role will assist customers with technical issues that may arise while using AGI products and services. They provide expertise to customers, answer inquiries, and offer recommendations. Responsibilities include troubleshooting problems, providing step-by-step instructions, diagnosing software and/or hardware issues, and escalating complex cases to higher levels of support when necessary.

The Team

The role will report to the Customer Experience Manager. The role will collaborate with sales and engineering, gather feedback for product improvement, and stay updated on industry trends. This is a customer-facing role, as well as an internal technical resource.

Responsibilities

Responsible for following the company’s safety policies, procedures, and compliance rules. Ensure that customers requiring technical support are operating in a safe environment.
Understand customer needs and expectations, provide excellent direct and indirect service and fulfill customer expectations.
Consult with users to determine hardware, software or system functional specifications by utilizing expert knowledge of application and systems analysis techniques and procedures.
Support the creation or modification of customer-facing documentation, internal technical documentation, and training material.
Provide technical support and problem resolution activities.
Use best-practice customer service tools and techniques to work with individuals and groups in a constructive and collaborative manner.
Set priorities, perform triage, and know when and how to escalate problems.
Track and monitor service requests to ensure timely resolution; keep users informed of status.
Maintain thorough logs to assist the department in continuous systems improvement, track workload and resolve recurring problems.
Coach users towards independence on common technical practices and procedures; empower users to leverage their technological tools.
Maintain strict confidentiality of the firm's internal and personnel affairs.
Perform additional related duties as requested or required.

Qualifications

Bachelor’s degree in engineering, or equivalent experience is desired
1 -5 years’ experience in technical support required
Ability to read and interpret electrical drawings and schematics
Highly versed in controls, control theory and operation
Ability to interpret electromechanical designs
Competency in navigating industrial networks
Understanding of software installations in addition to software/hardware/controls interactions
Computer skills to troubleshoot and solve basic computer/controls problems
Technical ability to read engineering schematics and advise proper parts needed
Excellent communication skills, both written and verbal.
Strong analytical and problem-solving skills
High attention to detail and results
Mechanical and technical skills and knowledge
Work with customers to define requirements, address technical concerns and provide project status.
Knowledge of PLC, scales and agriculture is an asset
MS Office Proficiency (Word/Excel/PowerPoint/Teams)
Ability to work within multiple software applications and/or ERP Systems for quoting purposes
Proficient in SolidWorks, and/or other CAD programs
Knowldege of and experience with Salesforce is an asset

Why AGI?
We’re leading the way in global food supply chain solutions and here’s how:
We’re the leading global expert in providing farmers, processors and commercial customers with the right equipment and customized engineering solutions to produce, protect and deliver the world’s grain, fertilizer, seed, feed and food supplies. Dedicated to safety, innovation and customization, AGI offers one of the largest catalogs of equipment and full-service planning and engineering services for the storage, blending, mixing, conveying, conditioning, and processing of agricultural products worldwide. Supported by an extensive in-country sales and service team, AGI provides a global distribution network and state-of-the-art manufacturing facilities in Canada, the United States, Brazil, India, France, and Italy.

Our Culture

Safety and teamwork are the cornerstones of our global culture. In all aspects of our business, diverse and inclusive teams work together to deliver quality products, solutions, and services for our customers around the world.

Benefits offered:

Paid Time Off
Medical
Dental
Vision
Life and AD&D
Short Term Disability
Long Term Disability
Voluntary Life
Employee Assistance Program
Spending Accounts
401k with match
Employee Stock Purchase Plan with match

With AGI, you’re choosing an employer dedicated to strengthening and securing the global food supply chain.

AGI is an equal opportunity employer and values diversity. All employment is decided on the basis of qualifications, merit and business need.

Accommodations are available upon request for candidates with a disability taking part in the recruitment process and once hired.