Product Support Representative II

Position Title

Machine Support Specialist

Specific Position Requirements

Job Description :

Join the team at Client as a Machine Support Specialist for Large Tractors! This role involves using virtual tools to resolve technical issues, leading collaborative training events, and documenting communication with dealers and stakeholders.

Key Responsibilities :

Utilize virtual tools (Case and Contact Management System (CCMS)) to communicate with dealers and other stakeholders to efficiently resolve technical large tractor issues.

Lead and participate in collaborative training events to improve team dynamics as well as individual and team knowledge levels.

Complete and document all relevant DTAC (Dealer Technical Assistance Center) case communication within the CCMS system.

Properly code each case with correct Diagnostic Trouble Code (DTC), part number, and Non-Conformance Corrective Action (NCCA) information to support downstream problem resolution activities.

Required Skills / Experience :

Demonstrated professional communication skills with proven results both written and oral.

Ability to work in a fast-paced environment and with metric-driven results.

Demonstrated commitment to lifelong learning with the ability to understand complex systems.

Proven ability to work collaboratively both in person and virtually.

Attention to detail and accuracy.

Ability to maintain a positive outlook within a fast-paced work environment.

Willingness to travel up to 10% of the time.

Desired Skills / Experience :

Experience working with CAN Communication Systems on vehicles.

Experience diagnosing Electrical, Hydraulic, and Mechanical systems found on off-road equipment.

Experience with Client 7R, 8R, and 9R tractors.

Experience utilizing Client aftermarket software systems such as ServiceCenter, Service ADVISORTM, Parts ADVISORTM, CCMS, and various Tableau or PowerBI dashboards and reports.

Ability to read and comprehend technical schematics, theory of operation, and diagnostic procedures.

Experience with technical instruction and influencing without authority.

Education :

2 or 4-year Degree in any technical, software, business, or other related fields, or equivalent related work experience.

Additional Information :

Candidate will need metatarsal shoes for occasional time spent on the factory floor.

Annual training events may require travel to other Client locations (e.g., Des Moines).

May drive a Gator while inside the factory. May also drive a Tractor for training.

Manager is open to recent graduates who have a technical background in agriculture or construction equipment and experience with electrical systems, hydraulic systems, and / or engines.

Business casual dress code.

Cross border work is not permitted for this role.

Note from the Hiring Manager : Candidates must have technical experience and a willingness to learn. The primary responsibility is problem resolution and answering cases.

Provides product and customer support or training for products, services, or initiatives and drives activities to improve reliability and serviceability of products. Resolves advanced product problems using known information & personal knowledge. Identifies advanced to moderately complex problems and may need to refer some of them to higher levels for resolution. Locates existing information from multiple sources within Client to identify previously successful solutions to similar problems. Develops new solutions and provides product technical support to field teams, channel partners, customers on advanced problems; and coaches channel partners on the use of problem resolution tools. May participate in Product Improvement Program (PIP) development and on problem solving teams. Provide advanced research for Model Product Development Program (PDP) projects or product improvement programs within Product Support as requested. May develop and deliver technical training. Travels as necessary to collect failure data to provide problem definition on advanced problems. Duties : Provides product or technical support to field teams, channel partners, or customers on advanced problems. May include implementation of reimbursement policies and may include Parts or Marketing recommendations. May coach channel partners in use of problem resolution tool to promote self-sufficiency. Prioritizes problems and researches solutions, authors and enters documentation on complex technical issues and solutions into database, or for bulletin publication. May participate in development and / or execution of field programs for product non-conformance (Product Improvement Programs (PIPs), Field Intro Programs (FIPs)) and / or safety programs. May include translation activities in non-United States locations.In support of established processes, may travel to the field, or visit suppliers; to collect failure data to provide problem definition, to assist in product tests, or to collect market intelligence or competitive comparisons. May travel to the field to provide problem resolution on advanced problems. Develops and delivers training for products, services or initiatives. May also develop technical, promotional or marketing information and assist Marketing by representing Product Support at promotional events for branches or other channel partners. Participates in problem solving teams and provides advanced research for model product delivery processes or product development programs. May have specific responsibility for initial stock orders (ISOs) or ASSET (system that automatically orders special tools when a dealer orders a product for the first time). May assist in development of Parts and Service programs and pricing strategies. May provide work direction to contract employees or junior staff, and may enter data for budget control and track expenditures.