Precision Support Specialist

Description

GreenMark Equipment is the premier John Deere dealership in Southwestern Michigan and Northern Indiana with 17 locations to serve our customers. We are committed to providing value-added equipment solutions through our sales, service and support to farmers, commercial businesses, large property owners and homeowners. GreenMark Equipment is built on integrity, quality products, a highly trained team, and offering quality service at competitive prices.

GreenMark offers the following benefits:

• Excellent health benefit package begins 1^st day
• Paid Holidays
• Paid Time Off
• 401k with company match
• Tool discounts
• Company provided uniforms
• First shift work schedule
• Career stability
• Overtime available
• Team bonuses
• Company paid training

Training and Growth:

GreenMark prides itself on exceeding John Deere’s yearly training goals. Our teams are provided with top-notch training and are the best in the industry. Training is conducted either online, in person or at a John Deere training facility. If you want to be one of the industry’s best, it’s time to come to a company that wants you to be the best!

Wage: $16/hr - $20/hr

Purpose: 

As a Tier 1 Support Specialist, you will be a key member of our call center team, responsible for assisting customers with diagnosing John Deere IS (Integrated Solutions) technologies. Your role will encompass a wide range of responsibilities, including managing call center tickets, assisting in inventory management, activating and configuring hardware, assisting with subscription and license unit purchases, and providing training to both our internal team and customers.

Responsibilities:

• Monitor incoming calls to the Support Center and quickly and accurately resolve common data, digital and embedded solution questions, and errors.
• Perform remote diagnostics using Remote Display Access (RDA) 
• Collaborate with customers to facilitate the purchase of subscriptions and license units.
• Develop strong relationships with appropriate individuals in sales and service departments for ticket escalation as needed. 
• Leverage Operations Center and connected apps to review and edit customer data.
• Quickly and accurately document and communicate summaries of actionable recommendations. 
• Analyze call and ticket data to provide training recommendations on frequently asked questions.
• Assist with inventory management tasks, such as wiping data, updating software, and conducting physical inspections of used John Deere technology components.
• Activate new Displays and receivers before they are sent to field technicians for installation.
• Manage expert and critical alerts from John Deere and communicate them to the service department for necessary repairs.
• Potentially monitor machines within the customer fleet and relay Diagnostic Trouble Codes (DTCs) to service managers.
• Play a pivotal role in training activities, assisting Product Support Specialists in preparing and training our internal team and customers during events like clinics and summits.
• Maintain a positive and professional working relationship with peers, management, and support resources with commitment to teamwork and exemplary customer service. 
• Support activities aligned with sales, development, and growth of the Integrated Solutions team and initiatives.
• May work flexible hours, including evenings and some weekends.
   

Qualifications

Experience, Education, Skills and Knowledge:

• 2 years’ experience in an agriculture-related role
• Dealership Service or Integrated Solutions or other related work experience preferred.
• Experience using standard desktop load applications such as Microsoft Office and internet applications.
• Experience meeting or exceeding customer service expectations
• Experience analyzing and interpreting data and reports.
• Ability to operate with a solutions approach and identify existing/emerging customer needs.
• Ability to manage a fast-paced environment.
• Self-driven and motivated individual capable of independent learning.
• High school diploma, GED, or equivalent experience required; Associate degree preferred.

#GM

Salary : $16 - $20