Service Troubleshooting/Technical Communicator

Purpose:

Establishes a knowledge center within the organization to improve product resolution cycle times. Enables improved communication, sharing of best practices among all servicing locations. Works with the Service Managers/Service Advisors to help solve problems. Helps to improve Technician’s diagnostic and repair abilities resulting in less downtime and reduced costs for our customers. Conducts preliminary investigations into machine problems using CCMS, Machine Dashboard and Expert Alert information, external information sources, previous experiences and knowledge of machine systems.

Job Duties:

• 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

• Opens work orders and provides estimated labor and parts requirements when possible for technicians to resolve issues

• 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

• Prepares and analyzes Service department reports; uses data to help drive improvement and growth

• Maintains 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

• May participate in Service EDUCATE Training programs required for the development of skills and knowledge

• Operates and maintains vehicles, tools and equipment required to perform job responsibilities

• Maintains a clean work area and performs work in a neat and orderly fashion

• Follows all safety rules and regulations while performing work assignments

• Maintains knowledge of John Deere and competitive products

• All other duties as assigned by immediate supervisor.

Required Qualifications:

• 5 years of experience in Service and Parts department operations; demonstrated experience consistently meeting performance metrics preferred

• Experience with basic computer functions; experience using Service ADVISOR™, Parts ADVISOR™, or other computer based diagnostic repair tools preferred

• Experience with the mechanical, electrical and hydraulic systems used in off road, construction, lawn, or heavy equipment

• Experience communicating effectively

• Experience working with customers

• Experience analyzing and interpreting data and reports

• High School Diploma, GED, or equivalent experience required; Associates degree preferred

Job Type: Full-time

Pay: $25.00 - $35.00 per hour

Expected hours: 45 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Compensation Package:

• Bonus opportunities

Schedule:

• 8 hour shift
• Monday to Friday
• On call

Work Location: In person

Salary : $25 - $35