Technical Specialist at United Ag & Turf

Description

Manages technical service operations within UAT to maximize return on investment by optimizing Service Department processes to ensure internal and external customer satisfaction. Minimizing downtime to internal and external customers by assisting technicians in problem solving and diagnosing issues in timely manner, grows profitable service labor sales and exercises disciplined expense control. Attracts, retains, and effectively engages department personnel.

Essential Functions

• Develops, communicates, enforces and monitors effective Technical Service processes to ensure internal and external customer satisfaction
• Develops and executes Technical Service usage and monitors monthly to ensure achievement of departmental goals
• Participate in customer clinics, field days, and related promotional events
• Schedules and assigns jobs and work load and work areas to employees in the Technical Services according to their skills and knowledge
• Tracks and manages solutions provided on a monthly basis through reports
• Ensures all departmental tools, equipment, and vehicles are in good working order
• Manages recruiting, staffing and employee development activities for employees reporting to this position
• Solutions based problem solving for technicians in various functions such as Machine Monitoring, Technical Coordinator and support via text, phone calls, and e-mails on technical problems.
• Provide JDLink™ support, evaluate JDLink™Alerts, and create Work Orders as needed 
• Manage the Expert Alert program for all locations, create Work Orders based on Expert Alerts received or communicate Expert Alert information to responsible Service Departments as required
• Manage the Machine Dashboard tool, proactively monitor incoming diagnostic trouble codes (DTCs) on the Machine Dashboard and create Work Orders or communicate DTC information to responsible Service Departments as required 
• Utilizes Service Advisor Remote™, Remote Display Access, DTAC/CCMS, and other John Deere resources to proactively diagnose equipment issues
• Resource for Technicians, Service Managers/Service Advisors and Parts Leads to help resolve critical product problems by assisting in diagnosis and repair and sharing of best practices
• Ensures all necessary information is documented within the CCMS case prior to submission to John Deere
• Coordinates CCMS cases between Technicians and John Deere CCMS factory support as needed
• Works with John Deere as a partner in quality to help identify emerging product quality concerns and support problem resolution
• Identifies, communicates and executes continuous process improvements in Service and Parts departments to ensure internal and external customer satisfaction
• Provide Technical Support for customers about John Deere Equipment
• Determine whether customer issues can be resolved over the phone, or coordinate with responsible Service department to create work orders and set up service calls 
• Perform various outbound aftermarket calling campaigns (i.e. Service Inspection Signups) 
• Work additional hours during seasonally busy times, some weekend shifts as required 
• Support management in the pursuit of corporate policies, plans, goals, and long-term objectives 
• Maintains up to date technical knowledge of engine, hydraulics, and electrical systems and repair manual schematics
• Assists in identifying Technical training needs or gaps by communicating with location Service Mangers / Service Advisors 
• Foster a great place to work environment, encouraging accountability, open communication, teamwork, and a commitment to serving the customer 
• Follow all safety rules and regulations while performing work assignments and adhere to all policies and procedures as specified in company manuals and as directed in the employee handbook 
• Proactively seek and participate in available company-sponsored training, in an effort to develop and advance knowledge base and skill set
• Maintain a positive and professional working relationship with peers, management, and support resources, with a constant commitment to teamwork and exemplary customer service
• Ensure that company’s reputation and image in the community is consistent with company Core Values

Physical Demands

• This position requires minimal physical demands that are necessary to perform the essential functions of the position, including: talking and hearing. The employee is frequently required to stand, sit; walk, type, handle or feel; and reach with hands and arms.

Benefits:

• 401K with company match
• Health Insurance
• Paid Holiday and Paid Time Off

*Under the American with Disabilities Act, an employee must be able to perform the essential functions of this position with or without a reasonable accommodation, as well as possess the skills, experience, education and other job-related requirements necessary for the position. If an employee has a disability, the company will engage in an interactive discussion with the employee to determine if reasonable accommodation that does not create an undue hardship for the company is available.*

Requirements

Experience, Education, Skills and Knowledge:

• 5+ years experience in Service Department operations 
• Demonstrated outstanding customer service and communication skills
• Proven experience solving problems effectively with best possible outcome for all involved
• Experience using computer software such as Microsoft Office, Dealer Business System and internet based systems 
• Experience with the mechanical, electrical and hydraulic systems used in off road, construction, lawn, or heavy equipment
• Experience working with customers
• Ability to write and speak effectively to individuals and groups
• Familiar with John Deere and competitive products
• Ability to analyze and interpret internal reports
• Ability to work extended hours and weekends as needed
• High School Diploma or equivalent experience