To maintain the highest level of After Sales Support, we are seeking a dedicated Product & Dealer Support Specialist to join our Canadian team to provide an outstanding level of service and support to our dealer and customer base. The successful candidate must have a sound technical knowledge of electrical and hydraulic systems. Knowledge of crop sprayers would be an advantage, although full product training will be given.

What we are looking for:

Reporting to the Aftersales Manager, you will be an ambassador for our organisation and will have the opportunity to help build and maintain the premium reputation Agrifac holds globally. This role will provide you with opportunities to shape the Canadian aftersales division by acting as the go-to team member in the applicable province for all technical and mechanical queries and questions. Within this role you will be given the platform to share ideas and feedback to the wider global aftersales department, giving input to enhance future innovations and to our product range. You will also have opportunity to travel abroad to visit our Global Headquarters in The Netherlands for initial and continuous training.

Qualities and experience required:

• Agricultural Application Systems / Advanced Machinery Electrical Knowledge Required
• Red Seal Qualified in Agricultural Equipment
• Dealer Management Process Understanding
• Solid Ag / Farm Equipment operations or dealer support experience is an advantage but not essential as training will be provided
• Good base knowledge / understanding of electrical systems, hydraulics and hydraulic drive systems
• Self-motivated and customer service focused with a friendly can-do attitude
• Excellent communication skills with a service‑minded approach.
• Analytical, structured, and solution‑driven.
• Able to work collaboratively across teams and with external partners.
• Computer savvy with solid analytical, problem-solving skills
• Flexible work attitude with ability to react quickly to rapidly changing situations
• Valid driver’s license (Driver Abstract Validated) with the ability to travel to dealer and customer locations
• International travel will be required, passport eligibility essential

Key Responsibilities

Preparation & Technical Intake

• Receive technical requests and act as the primary point of contact for dealers and internal departments.
• Act as a first-line escalation point for advanced technical questions.
• Provide telephone and remote support to dealers and internal colleagues.
• Perform in‑depth analysis to determine potential causes of complex technical issues.

1st Line Technical Support

• Diagnose and identify technical problems and determine what is required for a structural solution.
• Keep customers informed about the progress and direction of the chosen solution.
• Initiate long-term corrective solutions and monitor their effectiveness.
• Escalate issues to Service Engineers when required, including full documentation.
• Ensure knowledge sharing by creating and maintaining technical documents and advice notes.

Registration & Administration

• Record service calls and maintain accurate data within 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 solutions.
• Warranty administration support to assist in root cause analysis and warranty terms compliance.

Projects & Product Improvements

• Identify and propose product and process improvements that enhance quality and customer satisfaction.
• Act as internal project lead on small improvement initiatives.
• Collaborate with R&D to stay informed about new machine developments and 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 proper documentation, communication, and handover of improvements.
• Help elevate overall customer experience with our products and services.

Benefits of working at Agrifac:

• Excellent salary will be available to the right candidate
• Health/Dental/Eye Benefit
• Company vehicle and comprehensive IT package
• Company Contributing Pension Plan
• You will join a passionate, enthusiastic and committed team with unparalleled support both
• A dynamic working environment.
• Opportunities for professional development and involvement in product innovation.
• A role with real impact on customer satisfaction and product quality.
• Supportive colleagues and a culture focused on continuous improvement.