Senior Technical Specialist

Learn more about working with us at

This role provides highly visible customer support through support for installations, diagnostics, troubleshooting, and repair of complex equipment and systems. The role encompasses pre-sale and post-sale customer engagement, including technical support, operational training, and maintenance guidance.

As the primary liaison between the company and its customers, the specialist ensures seamless communication, accurate issue resolution, and exceptional customer satisfaction.

On-Site Support:
- Support during installation, maintenance, and troubleshooting of system hardware, software, PCs, and networking/wireless equipment.- Approve operational quality of system equipment and recommend improvements.- Train customers on system operation and maintenance.

Customer Relationship Management (CRM):- Develop and sustain positive customer relationships to enhance service and product revenue.- Work with internal teams to meet maintenance and sales goals.

Technical Support:
- Resolve customer enquiries during installation, operation, or maintenance, ensuring product compatibility and performance.-
- Escalate highly complex issues to Technical Support Engineers as needed.- Supports in-house service/ repair of products at repair site or service centre

Pre-Sales Support:
- Respond to customer inquiries by providing product literature and related pricing.- Identify new business opportunities.- Provide support coordination for production and shipping schedules to meet customer requirements.

Post-Sales Support:
- Address customer concerns related to RMAs, status updates, delivery, and warranty claims.- Support to resolve production scheduling, shipping, and invoicing.- Identify and recommend add-on business opportunities.- May perform other duties as assigned.

Knowledge, Skills and Abilities:
- Customer-focused mindset with the ability to build long-term relationships.- Technical aptitude and problem-solving capabilities.- Effective time management and multitasking skills.- Self-motivated and able to work without supervision.- Excellent communication and coordination skills enabling clear and accurate delivery of information to Technical Managers- Proficient computer skills in Microsoft Office suite- Ability to read and understand wiring schematic drawings.- Flexibility- Ability to multitask.- Attention to detail.- Ability to perform under pressure within a team environment.- Must be capable of solving unique, day to day issues alone and making clear and communicated decisions with little daily guidance. Must feel comfortable in discussing, elevating, and consulting with General Manager

You will be:
Adaptable
- able to change tact or approach to ever-changing circumstances with a proven ability to prioritise and plan.

An Influencer
- you will drive behaviours and results in others at all levels and across the organisation regardless of reporting lines behind our' customer advocacy' approach.

Listener
- Ability to listen to your customers, you are on the lookout for opportunities to enhance your customers' experience or for ways to help them.

Creative
- you'll be flexible in your thinking - something following the correct process is the answer, and sometimes there isn't a process for the scenario.

Empathetic
- you can see the Customer's perspective and Topcon's perspective and find the middle ground.

Experience:- Familiarity with technical support protocols and escalation procedures.- Ability to identify sales opportunities through customer interactions.- Able to manage own workload with mínimal supervisor whilst maintaining flexibility in the job role.- Excellent organisation skills, with the ability to manage several projects simultaneously, ensuring deadlines and expectations are met.- Excellent problem-solving skills, with a keen eye for detail and creative solutions.- Ability to perform under pressure within a team environment.

Qualifications- Degree/ Diploma in a technical field or equivalent work experience in Agricultural electronics- Proven expertise in troubleshooting agricultural electronic hardware, software, and networking systems.- Strong interpersonal and customer service skills.- Proficient in CRM tools and technical documentation.- Excellent verbal and written communication abilities.