Tractor Product Support Specialist

TYM North America; Rome (GA); On-site; USD 23,000 - 28,000; Full time

Job summary

TYM North America is seeking a Customer Service Representative for our Rome, GA location. This full-time role is the first point of contact for dealers, providing technical assistance, troubleshooting, and after-sales support for tractor products and services.

You will handle inbound calls, emails, and chats; resolve issues, communicate warranty details, and coordinate with service departments and dealers to ensure timely solutions and high dealer satisfaction.

Qualifications

• High school diploma or equivalent.
• Successful experience in a corporate environment.
• Strong communication skills, including active listening and clear articulation.
• Ability to solve problems, alleviate conflicts, and escape tactfully.
• Ability to multitask, manage time, and prioritize.

Responsibilities

• Handle inbound calls, emails, and chat queries related to TYM products, including technical issues, product inquiries, warranty details, and service requests.
• Provide accurate and timely information regarding product specifications, usage, parts availability, and services.
• Assist with troubleshooting technical issues, offering step-by-step guidance or escalating complex issues to the appropriate technical teams.
• Actively work to resolve customer issues in a professional and efficient manner.
• Coordinate with service departments, dealers, or technical teams to ensure customer problems are addressed promptly.
• Ensure that issues are documented and tracked until they are fully resolved, keeping the customer informed throughout the process.
• Stay updated on the latest products, services, and policies related to the OEM's tractor range.
• Offer expert advice on product features, maintenance tips, and best practices for tractor operation.
• Educate customers on service schedules, parts replacement, and proper tractor care to minimize future problems.
• Assist customers in understanding and utilizing warranty coverage.
• Process warranty inquiries, directing customers to appropriate service centers or helping them submit warranty claims.
• Support dealers in locating and ordering parts, ensuring accurate part numbers and availability are communicated.
• Collect dealer feedback & identify areas for improvement in product design, service, or support processes.
• Communicate recurring issues or feedback to relevant internal teams to improve customer experiences.

Skills

Active listening

Strong communication

Multitasking

Time management

Education

High school diploma or equivalent

Job description

TYM North America is seeking a Customer Service Representative for our Rome, GA location. This full-time role is the first point of contact for dealers, providing technical assistance, troubleshooting, and after-sales support for tractor products and services.

You will handle inbound calls, emails, and chats; resolve issues, communicate warranty details, and coordinate with service departments and dealers to ensure timely solutions and high dealer satisfaction.