Customer Support Representative

Title:                Customer Support Representative

Client:              Heavy Machine Manufacturing Company

Duration:         24 Months (Extension Possible)

Location:         Johnston, IA 50131

Shift:                Rotating 8-hr shifts (7:00 AM – 7:00 PM, Mon–Fri)

Onsite | Training ~6 weeks (8:00–4:30)

Role Summary

• Frontline customer & dealer support for ISG (Intelligent Solutions Group) products
• Handle moderately complex product, service & technical inquiries
• Support via phone, email & chat; document in case management system

Key Responsibilities

• Provide advanced product & service support
• Resolve escalated customer issues & complaints
• Process custom/special orders
• Log interactions in CRM & create follow-ups
• Conduct structured customer interviews using scripts
• Build customer relationships & retention
• Support sales conversations (“service into sales”)
• Maintain knowledge of policies, systems & regulations

Products Supported (Examples)

• JDLink, Operations Center, AutoTrac
• GreenStar Displays, StarFire Receivers
• Mobile Apps, Dashboards, Precision Ag tools

Required Skills

• Customer service & technical support experience
• Strong communication, conflict resolution & negotiation
• Comfortable with software & troubleshooting
• Data management & CRM experience
• Flexible to work rotating shifts & occasional holidays

Preferred

• Agriculture or Precision Farming experience
• Dealer / Ag technology background
• Bachelor’s degree (any field) or technical certification
• Strong interest in technology & analytics

Education & Experience

• Post-secondary (non-tertiary) education
• 0–3 months to 3 years relevant experience

Extras

• Retention bonus at 6, 12 & 24 months
• Pay increases at milestones
• Limited local travel (factory/farm visits)

Interview

• Behavioral-based questions (real examples required)

#ZR

As a leading contract, contract-to-hire and professional placement firm, Three Point Solution understands the importance of aligning our client with the right resource at the right time. We are committed to the highest caliber of service that will benefit our clients, candidates and employees. Unlike large, corporate style recruiting firms, we commit to individualized attention that uniquely positions us to bridge the communication gap between recruiter, employer and candidate. Our goal is to cultivate and maintain true partnerships with our clients and candidates.