About this role
About the Role The Product Technical Specialist (PTS) serves as the Voice of the Customer for assigned products and systems, owning the resolution of complex Level-3 technical support issues that cannot be resolved through standard support channels. This role works closely with Engineering, Product Management, Quality, and Field Support to diagnose, escalate, and drive permanent resolution of critical customer issues. The PTS is a technical authority and escalation point, responsible for translating real-world customer and dealer feedback into clear, data-driven problem statements that engineering teams can act upon. What You'll Do
- Serve as the primary owner for complex, unresolved technical issues beyond Level-1 and Level-2 support.
- Lead technical diagnosis and troubleshooting for high-impact customer issues requiring engineering involvement.
- Own the resolution of technical inquiries by responding through established support channels and publishing clear guidance via Issue Master, Service Bulletins, Service News Updates, and Knowledge Articles to contain and resolve issues.
- Interface between field issues and engineering, ensuring issues are well-defined, reproducible, and actionable.
- Represent the customer perspective in cross-functional discussions related to quality, reliability, and product improvement.
- Proactively analyze field, dealer, and system data to identify emerging issues early, enabling containment actions before issues escalate.
- Use field and dealer feedback to help identify emerging issues and systemic trends.
- Support containment strategies that minimize customer impact while permanent fixes are developed. What We're Looking For
- Bachelor's Degree or equivalent experience in Agricultural, Mechanical or Electrical Engineering.
- 5+ years experience in Quality, Service or Engineering related roles.
- Strong technical expertise, analytical rigor, proactive issue ownership, and clear cross-functional communication.