Aftermarket Customer Support Representative for Small Ag, Turf, & CCE in Hampshire, Illinois at AHW LLC

The Customer Support Representative supports AHW's Small Ag, Turf, and Compact Construction Equipment (CCE) customer base by serving as a regional point of contact for parts, service, equipment support, and general account needs. This role coordinates communication between dealership departments, supports customer engagement activities, identifies opportunities to promote aftermarket solutions, and ensures timely resolution of customer requests while delivering an exceptional customer experience.

Responsibilities:

• Visits current and prospective Small Ag, Turf, and CCE customers to build relationships, better understand customer operations, and identify support needs
• Serves as a primary point of contact for customer questions related to parts, service, equipment support, scheduling, promotions, and dealership offerings
• Identifies opportunities to promote dealership parts, service, maintenance, and support solutions that add value for customers
• Maintains awareness of current and upcoming programs, promotions, and dealership offerings and communicates those opportunities to customers
• Coordinates customer needs and communications between Parts, Service, Sales, and other dealership departments to ensure timely resolution of requests
• Supports dealership sales, parts, and service teams by coordinating customer communication and engagement activities
• Creates, processes, and follows up on customer requests, quotes, deliveries, work orders, and other customer-related activities
• Coordinates and completes deliveries of parts and equipment, as needed, to customer locations
• Maintains accurate records of customer interactions, activities, and follow-up actions within dealership systems
• Participates in company-sponsored training and development opportunities to expand product knowledge and customer support skills
• Supports dealership events, customer clinics, open houses, and promotional activities as assigned
• Maintains professional relationships with customers, coworkers, management, and support resources while demonstrating exceptional customer service
• May work extended hours and weekends as necessary to meet customer and business needs
• Maintains a safe working environment and adheres to company safety programs
• Performs other duties as assigned

Experience, Education, Skills and Knowledge:

• High school diploma or equivalent required; additional technical, business, agricultural, or related education and experience preferred
• 3+ years of customer service, dealership, parts, sales support, service, or related experience preferred
• Knowledge of Small Ag, Turf, Compact Construction Equipment (CCE), or similar equipment, including mechanical, electrical, and hydraulic systems preferred
• Strong customer service, communication, interpersonal, and problem-solving skills with the ability to build relationships and identify customer needs
• Bilingual in English and Spanish preferred
• Ability to work independently in the field and collaboratively with cross-functional teams
• Demonstrated ability to manage multiple priorities, organize customer requests, and follow through on commitments
• Proficient with Microsoft Office applications, dealership software, and other systems required to perform job duties
• Valid driver's license with an acceptable driving record and the ability to safely operate a truck and trailer as needed
• Ability to lift items weighing up to 75 pounds and routinely lift items weighing up to 50 pounds

Pay Range: $70,000 - $85,000 per year

Benefits: We offer a competitive compensation and benefits package including health, dental, vision, life, disability, accident, and critical illness insurance along with paid time off, 401(k), cell phone allowance, safety item reimbursements, AHW branded clothing, and training opportunities. This position is also eligible for a company vehicle with access to a trailer.