After-Sales Dealer Support Specialist
Located in Alberta, Manitoba and Saskatchewan
To maintain our high standard of after-sales support, Agrifac Canada Inc. is looking for a dedicated After-Sales Dealer Support Specialist to join our growing team. In this role, you will deliver exceptional service and technical support to our dealers and customers across Canada. We are looking for someone with strong technical knowledge of electrical and hydraulic systems. Experience with crop sprayers is considered an asset, but full product training will be provided.
Job description
Reporting to the Aftersales Manager, you will represent Agrifac as a trusted technical expert and contribute to strengthening our premium reputation in the market. As the primary point of contact within your region, you will support dealers and customers with technical and mechanical questions, ensuring fast and effective solutions. You will play a key role in developing and strengthening our aftersales operations in Canada. This position also offers the opportunity to collaborate with our global aftersales team. Your feedback and insights will help drive continuous improvement and support future product innovations. You will receive comprehensive training, including opportunities to visit our global headquarters in the Netherlands for both initial and ongoing development.
Key responsibilities
Technical preparation and intake
- Receive technical requests and serve as the main point of contact for dealers and internal departments
- Act as the first escalation point for more advanced technical questions
- Provide phone and remote support to dealers and internal colleagues
- Carry out detailed analyses to identify the root causes of complex technical issues
First line technical support
- Diagnose and identify technical issues and determine the best long term solution
- Keep customers informed about progress and the direction of the selected solution
- Initiate long term corrective actions and monitor their effectiveness
- Escalate issues to Service Engineers when needed, including complete documentation
- Support knowledge sharing by creating and maintaining technical documentation and service guidance
Registration and administration
- Record service calls and maintain accurate information in the CRM system
- Process and follow up on service tickets submitted to the factory
- Maintain the internal technical information database
- Develop guidelines and templates for recurring or complex customer cases
- Provide warranty administration support to help identify root causes and ensure compliance with warranty terms
Projects and product improvements
- Identify and propose product and process improvements that enhance quality and customer satisfaction
- Act as the internal project lead for smaller improvement initiatives
- Collaborate with Research and Development to stay informed about new machine developments and support continuous feedback loops
Continuous improvement
- Identify opportunities to improve your own work, departmental workflows, and service processes
- Contribute to improvement initiatives and support their implementation within the team
- Ensure clear documentation, communication, and handover of improvements
- Help enhance the overall customer experience with our products and services
Qualities and experience required
- Strong knowledge of agricultural application systems and advanced machinery electrical systems
- Red Seal certification in Agricultural Equipment
- Good understanding of dealer management processes
- Experience in agricultural or farm equipment operations, or in dealer support, is considered an asset, but is not essential as full training will be provided
- Solid knowledge of electrical systems, hydraulics, and hydraulic drive systems
- Self motivated, customer focused, and approachable, with a positive and practical attitude
- Excellent communication skills and a strong service minded approach
- Analytical, well organized, and solution focused
- Able to work effectively with internal teams and external partners
- Comfortable with computer systems and confident in analytical thinking and problem solving
- Flexible and able to respond quickly to changing situations
- Valid driver’s licence, with a clean driver abstract and the ability to travel to dealer and customer locations
- Willing and able to travel internationally, with passport eligibility required
What we offer
- A competitive salary for the right candidate
- Health, dental, and vision benefits
- A company vehicle and a comprehensive IT package
- A company pension plan with employer contributions
- A dynamic working environment
- Opportunities for professional development and involvement in product innovation
- The opportunity to join a passionate, enthusiastic, and committed team with strong support
- A role with real impact on customer satisfaction and product quality
- Supportive colleagues and a culture focused on continuous improvement
More information
If you have any questions about this position, please contact Dereck Generous at d.generous@agrifac.com.
Grow with us!
Are you excited about this opportunity and ready to join our team? We would love to hear from you. Please send your application, including your resume and cover letter, to Dereck Generous at d.generous@agrifac.com. We look forward to hearing from you!