Customer Support Representative

Spudnik Equipment Company LLC; Lethbridge; On-site; CAD 60,000 - 85,000; Full time

Job summary

Spudnik is seeking a service-oriented professional in Lethbridge, AB to strengthen customer relationships through hands-on machine setups, PDIs, demonstrations, and proactive technical support. You will collaborate with technicians and parts staff to ensure timely service and customer satisfaction.

The role emphasizes growing the business by promoting parts and service packages, and by identifying new customers to engage with our solutions.

Qualifications

• Technical aptitude with agricultural or mechanical equipment.
• Strong customer service and communication skills.
• Ability to build rapport and manage client relationships.
• Experience in field support, demos, or customer education preferred.
• Detail-oriented with follow-through on technical support cases.
• Ability to work independently and as part of a service team.
• Regular lifting, carrying, pushing, or pulling up to 50 lbs in normal duties.

Responsibilities

• Visit customers for machine setups, PDIs, start-ups, demonstrations, or inspections.
• Serve as main contact for technical support and resolve inquiries quickly.
• Provide impeccable follow-up on service requests, warranty claims, and Aftersales support activities.
• Promote parts and service with new products and programs to grow sales, margin, and market share.
• Identify and engage customers not currently working with Spudnik and convert them.
• Coordinate with Service Technicians on PDIs, setups, and service jobs both in-house and in the field.
• Share feedback with Store Manager and Technicians for continuous improvement.
• Provide training and mentorship as requested to ensure proper equipment setup and service expectations.
• Maintain accurate records for parts orders, quotes, SROs, warranty claims, and billable hours.
• Collaborate with parts department to ensure timely parts availability for customer jobs.

Skills

Technical aptitude

Customer service

Communication skills

Relationship building

Independent worker

Job description

Job Details: Job Location: Lethbridge, AB, Building strong relationships with our customers goes far beyond having the parts they need or reducing their down time. It’s about understanding the entire customer journey; starting with what they experience from the moment they start thinking about buying a part or requesting technical support, and ending when they receive an invoice and pay us. We must make that “journey” as straightforward, transparent, and efficient as possible. It must be a journey each customer looks forward to making again.

Key Responsibilities

• Customers:
  • Regularly visiting customers for machine setups and PDIs, start-ups, demonstrations, post-planting or post-harvest inspections, etc.
  • Acting as a main point of contact for technical support, quickly resolving customer inquiries related to equipment performance, maintenance, and operation.
  • Keeping customers informed with impeccable follow-up on all service requests, warranty claims, and Aftersales support activities.
• Grow the Business:
  • Actively promote parts and service with new products and programs to ensure steady growth in sales, margin, and market share from year to year in the area by:
  • Proactively recommending service and parts packages or retrofit kits during customer visits.
  • Identifying customers who are not currently working with Spudnik, or could work with us more, and make and implement plans to start consulting them.
• Employees:
  • Support and collaborate with the service team to maximize performance and provide exceptional service by:
  • Coordinating with Service Technicians on machine PDIs, setups, and service jobs, both in-house and in the field
  • Sharing feedback and technical expertise with the Store Manager and Technicians to ensure continuous learning and improvement.
  • Providing training and mentorship to newer technicians as requested to ensure they understand equipment setups, customer service expectations, and technical processes.
• Store Operations:
  • Contribute to smooth Store operations by providing accurate documentation by:
  • Assisting in maintaining accurate records for parts orders, quotes, SROs, warranty claims, billable hours, etc.
  • Collaborating with the parts department to ensure timely availability of required parts for customer service jobs and ongoing maintenance needs.
  • Model company values – We listen, We walk our talk, We challenge tradition, We do the right thing, We work safe.
  • Other duties and responsibilities may be assigned as necessary.

Qualifications

• Technical aptitude with agricultural or mechanical equipment.
• Strong customer service and communication skills.
• Ability to build rapport and manage client relationships.
• Experience in field support, demos, or customer education preferred.
• Detail-oriented with follow-through on technical support cases.
• Ability to work independently and as part of a service team.
• Regular lifting, carrying, pushing, or pulling of materials weighing up to 50 lbs, performed safely and as part of normal duties.