Sr Product Support Specialist, Digital

Job description

Do you want to help solve the world's most pressing challenges? Feeding the world's growing population and slowing climate change are two of the world's greatest challenges. AGCO is a part of the solution! Join us to make your contribution. AGCO is looking to hire candidates for the position of Sr. Product Support Specialist, Digital. The Sr. Product Support Specialist, Digital is responsible for delivering best-in-class support for AGCO Digital Products to customers and dealers worldwide.

This role serves as a subject matter expert, providing technical and operational support, resolving complex product issues, and driving successful product adoption. The position works closely with cross-functional teams, including Technical Help Desk, Training, Customer Support, and Digital Adoption teams, to ensure superior customer experience and support operational excellence across AGCO's digital product portfolio.

Your Impact

Act as the Subject Matter Expert (SME) for AGCO Digital Products, providing advanced technical and operational support to customers, dealers, and internal teams. Troubleshoot and resolve complex product issues while maintaining Service Level Agreements (SLAs) for response and resolution times through effective case management. Develop, maintain, and enhance knowledge management resources, training content, tutorials, videos, and documentation to improve product adoption and support efficiency.

Collaborate with cross-functional teams including Technical Help Desk, Customer Support, Training, Digital Adoption, and Product teams to drive successful product launches and continuous improvements. Participate in UAT, pilot programs, and global digital product rollouts to identify issues early, ensure launch readiness, and deliver an exceptional customer experience.

Your Experience & Qualifications

• Serve as the Subject Matter Expert (SME) for AGCO Digital Products Provide advanced technical expertise and act as the primary escalation point for complex product-related issues.
• Troubleshoot and Resolve Customer & Dealer Issues Diagnose and resolve complex technical and operational problems while ensuring SLA targets for response and resolution times are met.
• Support Global Technical Help Desk Operations Partner with the Global Centre of Excellence to manage escalations, provide guidance, and ensure timely issue resolution.
• Drive Product Adoption Through Training and Knowledge Management Develop knowledge articles, training materials, tutorials, and conduct product training for internal teams, dealers, and customers.
• Support Product Launches and Continuous Improvement Participate in UAT, pilot programs, and new product rollouts while identifying potential product improvements through customer feedback and issue analysis.

Your Benefits

GLOBAL DIVERSITY – Diversity means many things to us, different brands, cultures, nationalities, genders, generations, and experiences. You make us unique! ENTERPRISING SPIRIT – Every role adds value.

We are committed to helping you develop and grow to realize your full potential. POSITIVE IMPACT – Make it personal and help us feed the world through digital innovation and customer success. INNOVATIVE TECHNOLOGIES – Work with cutting-edge digital products and support solutions that are shaping the future of agriculture. MAKE THE MOST OF YOU – Benefits include health care and wellness plans, flexible work options, learning opportunities, and global career development programs.

Your Workplace We value inclusion and recognize the innovation a diverse workforce delivers to our farmers. Through our recruitment efforts, we are committed to building a team that includes a variety of experiences, backgrounds, cultures, and perspectives. Join us as we bring agriculture into the future and apply now!