Product Support Manager, Harvesting

Not everyone can claim to feed the world, but it is part of our every day. Behind everything we do for our farmers, there is one AGCO team making it happen. We are proud to put our curiosity to work, building a better and more sustainable world. Join our extraordinary team today!  

The Product Support Manager is responsible for delivering precise and timely service guidance in response to AGCO field service inquiries across in‑person, phone, and digital channels for the assigned product portfolio. Core responsibilities include troubleshooting and diagnosing technical issues, followed by effective communication through online support platforms, service publications, dealer service training (as supplemental support), and warranty claim review (also as supplemental support). 

This role is expected to act as a recognized technical authority for the designated product(s). When necessary, the Product Support team member may also engage in on‑site support at local manufacturing facilities, including product line audits, end‑of‑line quality inspections, and assistance in resolving issues within the production environment. 

Additionally, the position is accountable for authoring high‑quality technical documentation and monitoring the execution and progress of campaigns across the regions.  

  
Your Impact  

• Work on the Customer Support Escalation process and support the entire region’s Harvesting product portfolio, ensuring timely issue resolution and proper development and communication of solutions through the appropriate channels.  

• Responsible for handling inquiries related to product failure, diagnostics, performance, reliability, product features, service administration, product training, and warranty. Develop and structure responses in Salesforce in alignment with established standards for case content, quality, and structure, while maintaining sensitivity to repair cost implications for AGCO warranty, dealers, and customers. Responses must be comprehensive and well‑documented, as they also serve as future references for other Specialists.  

• Utilize existing tools (Knowledge Object, Technical Publications, PPR tools, Engineering resources, etc.) to research technical solutions when they are known. For issues without a defined solution, collaborate with the Team Leader and/or Product Performance, Engineering, and other departments to drive resolution. 

• Assist the Product Performance Specialist and Product Performance Manager in identifying product issues while supporting efforts to maintain or enhance product performance, reliability, quality, and customer satisfaction. Responsibilities may include drafting and developing PPR items and contributing to data analysis.  

• Enhance skills and capabilities through participation in training provided by the Technical Training department, internally facilitated training sessions, online courses, and other development opportunities offered by the company. Team members’ skills will be reviewed semiannually by the Team Leader.  

• Complete additional Technical Support–related assignments as requested by the Team Leader. Complete miscellaneous assignments related to Technical Support as requested by Team Leader.