Technical Support Specialist/Agronomist

Benefits:

• 401(k) matching
• Company parties
• Competitive salary
• Dental insurance
• Free food & snacks
• Health insurance
• Paid time off
• Training & development
• Vision insurance
• Wellness resources
• Bonus based on performance

Full-Time Hybrid Work Environment


Happinest Brands is a home services franchisor with a 56-year history in franchising. Our core brands include Lawn Doctor, Mosquito Hunters, ecomaids, Elite Window Cleaning, and Sparkle Squad. Our brands have been recognized on the Entrepreneur Annual Franchise 500 list and continue to be recognized as game changers in their industries. With over 800 franchise locations across all brands in the United States and Canada, we intend to expand our reach until we deliver home services of just about every type.

At Happinest Brands, we embody a culture-first approach to employment. We facilitate an enjoyable work environment for our exceptional team members and uphold our core values of authenticity, drive, trustworthiness, support, and innovation. Encouraging a dynamic workplace, we empower our team to explore innovative solutions and think creatively. Our environment is casual and fosters collaboration and inclusivity. Every team member is dedicated to achieving the vision and strategic goals of the organization and each of our brands.

JOB DESCRIPTION:

• The Technical Support Specialist/Agronomist plays a critical role in bridging the gap between our agronomic support programs and the practical needs of our Franchisees.
• The primary function of the Technical Support Specialist/Agronomist is to provide support to franchisees in the areas of Agronomy (Lawn Care), Horticulture (Tree & Shrub Care) and Pest Control (Mosquito, Tick).
• The Technical Support Specialist/Agronomist will work with Franchisees to identify and maximize opportunities to recommend and sell additional services needed by consumers based on local conditions and develop individualized plans to achieve these sales goals.
• The Technical Support Specialist/Agronomist will work directly with Franchisees to evaluate, diagnose and develop treatment programs for their local markets. This is accomplished both remotely and through visits to franchise locations.
• This dual-role position combines technical support management with agronomic expertise to ensure that our customers receive the highest level of service and expertise.
• The ideal candidate will have a robust background in agronomy and technical experience, offering an exceptional blend of turfgrass knowledge and customer service skills.

COMPENSATION AND BENEFITS:

• Excellent Medical, Dental, and Vision Benefits
• 401K Saving Plan with Employer Match Contributions
• Flexible Spending Account
• Optional Life Insurance Plan
• Hybrid Work Environment

REQUIRED QUALIFICATIONS:

• Bachelors degree in Agronomy, Agricultural Science, Horticulture, or a related field.
• Proven experience (5+ years) in agronomy with a strong understanding of turfgrass management, pest and disease control, soil science, and sustainable practices.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and other relevant software applications.

PRIMARY RESPONSIBILITIES:


Technical Support

• Team Leadership: Oversee and manage agronomic technical support, providing guidance, training, and service program updates to franchises. Ensure the operations team is well-versed in our products, services, and best practices in customer support.
• Support Operations: Develop and implement support procedures and policies to streamline operations and enhance service quality, efficiency, and effectiveness.
• Franchise Interaction: Act as an escalation point for complex technical issues. Work directly to resolve high-level problems, ensuring timely and effective solutions.
• Knowledge Management: Maintain and update technical documentation, FAQs, and support resources. Collaborate with the operations team to relay common issues and potential improvements.
• Training & Development: Design and deliver training programs for both internal staff and franchisees to improve product knowledge and support capabilities.

Agronomic Expertise

• Consultation: Offer tailored agronomic solutions based on franchise specific needs, including recommendations on the use of our strategic partners products and services to optimize incentive programs.
• Research & Analysis: Stay abreast of the latest developments in agronomy and agriculture. Attending field research and analysis to validate product efficacy and provide insights to enhance our offerings.
• Product Development: Collaborate with the operations team to provide agronomic insights and feedback for the improvement of products, services, and solutions.
• Franchisee Education: Develop and deliver educational content, workshops, and seminars to help franchisees understand and apply agronomic principles effectively.

ROLE PERFORMANCE OBJECTIVES:


The Technical Support Manager/Agronomist performance is evaluated based on the performance objectives below.

• Manage agronomic technical support, providing guidance, training, and service program updates to franchises.
• Develop and implement support procedures and policies to streamline operations and enhance service quality, efficiency, and effectiveness.
• Resolve high-level, technically complex problems promptly and professionally.
• Design, deliver, and update training programs for corporate staff, franchisees and franchise staff.
• Provide agronomic consultation and tailored solutions on a one-one-one basis, through workshops, seminars and the development of educational content, staying abreast of the latest developments in agronomy and agriculture.

The Technical Specialist's performance will be assessed based on the following criteria:

• Objective: Provide timely and comprehensive agronomic technical support to franchises.

Key Results:
- Achieve a 95% satisfaction rate from franchises based on feedback surveys.
- Respond to all agronomic support inquiries within 24 hours.

• Objective: Develop and implement streamlined procedures and policies for agronomic support operations.

Key Results:
- Decrease average resolution time for technical issues by 20% through process optimization.
- Implement two new support tools or technologies to enhance service quality and efficiency.

• Objective: Resolve high-level, technically complex problems with professionalism and efficiency.

Key Results:
- Successfully resolve 100% of escalated technical issues within agreed-upon service level agreements (SLAs).
- Receive commendations from at least 3 franchises annually for exceptional problem-solving skills.

• Objective: Design, deliver, and update comprehensive training programs for corporate staff, franchisees, and franchise staff.

Key Results:
- Conduct bi-monthly training sessions with franchise staff with a minimum attendance rate of 90%.
- Develop and update training materials quarterly to reflect industry advancements and best practices.

• Objective: Provide personalized agronomic consultation and tailored solutions through workshops, seminars, and educational content.

Key Results:
- Conduct at least 4 workshops/seminars annually with an average attendee satisfaction rating of 4.5 out of 5.
- Publish bi-monthly educational content on the company's knowledge base or newsletter.