What are the responsibilities and job description for the Service Call Center Technician 1 position at Revels Tractor Inc?
Job Title : Technical Service Center Manager
Job Classification : Exempt
Reports To : Corporate Service Manager
Position Summary : This position is responsible for the daily functions related to assisting in support of centralized customer and product support functions. This person will perform all duties in accordance with Revels' policies and procedures.
- Essential Duties (including, but not limited to) :
- Review / open work orders from service
- Provide Technical Support to customers for John Deere and various Allied equipment
- Oversee day-to-day workflow of mobile service technicians
- Assign and schedule mobile service technicians to work orders
- Coordinate mobile service technicians' work schedules
- Provide JDLink™ support, evaluate JDLink™ Alerts
- Utilize Service Advisor Remote™, Remote Display Access, DTAC / CCMS, and other John Deere resources to proactively diagnose equipment issues
- Determine whether customer issues can be resolved over the phone or coordinate with the responsible Service department to create work orders and set up service dates
- Answering phone calls from customers, returning messages from customers
- Perform various outbound aftermarket calling campaigns (i.e., Service Inspection Signups)
- Runs and reviews WIP Aging Report
- Coordinate service contracts
- Reviews and completes work orders as needed
- May participate in Service EDUCATE Training programs required for the development of skills and knowledge
- Non-Essential Duties (including, but not limited to) :
- Other duties as requested / assigned
Requirements
Skills and qualifications
Working Conditions
Physical requirements
