Job Title: Customer Support Representative II Industry: Heavy Machine Manufacturing Location: Johnston, IA Duration: 24 Months Work Arrangement: Onsite – 5 Days/Week Shift: 8-hour shift between 7:00 AM–6:00 PM CT, Monday–Friday. Saturday support: 8:00 AM–12:00 PM
Description:
Job Summary
We are seeking a Customer Support Representative II to provide frontline customer support, answer product-related questions, resolve customer issues, and deliver excellent service to customers, dealers, and internal teams. The role involves phone support, product information, warranty assistance, order processing, and accurate CRM documentation.
Job Responsibilities
Key Responsibilities
Respond to customer inquiries regarding products, services, availability, and compatibility.
Support agricultural, residential and commercial turf, and golf equipment inquiries.
Assist with warranty registration, extended warranties, and out-of-warranty support.
Perform parts and publications lookups and provide loyalty program information.
Process custom orders and coordinate with internal teams.
Resolve customer complaints and escalated issues.
Make outbound calls to assigned customers to build relationships.
Document customer interactions, follow-ups, and updates in the CRM system.
Identify customer needs, troubleshoot issues, and recommend suitable solutions.
Maintain customer satisfaction and follow company policies and service standards.
Numbers & Facts
Location
Johnston, IA
Job Type
Contractor
Salary
$18–$19 Per Hour
Qualifications
Required Qualifications
Minimum 6 months of customer service or customer support experience.
Excellent verbal and written communication skills.
Strong interpersonal, problem-solving, and conflict-resolution skills.
Proficiency in Microsoft Office and consumer software applications.
Strong computer, research, and troubleshooting skills.
Ability to work onsite five days per week in Johnston, IA.
Flexibility to work assigned shifts, occasional Saturdays, holidays, and overtime.
Preferred Qualifications
Knowledge of agricultural equipment, mowers, turf equipment, or utility vehicles.
Experience working with agricultural or technology dealer networks.
Bachelor’s degree in Agriculture, Business, Communications, Engineering, IT, or a related field.
Experience handling customer complaints, escalations, and complex inquiries.
Training
Approximately 6 weeks of initial training and mentoring.
Training shift: 8:00 AM–4:30 PM.
Includes 2 weeks of classroom training and 2–4 weeks of on-the-job training.
Full productivity may take approximately 3–4 months.
About Company
Heavy Machine Manufacturing Company
Skills
CUSTOMER SUPPORT
Customer calling
Product Support
communication
Skills
Customer Relationship Management (CRM)unmatched
Customer Support/Serviceunmatched
Documentationunmatched
Heavy Equipment/Vehiclesunmatched
Manufacturingunmatched
Order Processingunmatched
Product Supportunmatched
Resolve Customer Issuesunmatched
Service Deliveryunmatched
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