Act as The Subject Matter Expert for Digital Farming Products.
Assist customers and dealers in adoption and/or troubleshooting of any technical and/or operational queries.
Maintain SLA (Service Level Agreement) for First Response Time and Case Resolution Time of Case Management
Collaborate with Engineering and IT teams, escalating issues appropriately when needed, and actively engaging with product and development teams to ensure alignment and resolution.
Partner with customer's training team, Customer Support Team and Digital Adoption team to develop training tutorials, videos and articles.
Participate in cross functional meetings with Product Management, Information Technology, and Digital Transformation Office to drive customer issues to resolution in timely manner.
Participate in pilot projects to support new Digital Product Rollouts in various regions globally.
On certain occasions, perform site visits, occasional dealer and customer visits, as project requires.
Educational Qualification:
B.E/B.Tech/Diploma in Mechanical/Automobile/Electrical Engineering
Required Skills:
Must have 2-5 years of experience supporting customers in B2B2C format
Must have experience and working knowledge of Global Farming Practices
2+ years of experience working with JIRA and/or Azur DevOps
Agile Product Owner Certification from certified body is a plus
