Knowledge Support Specialist

Description

A Knowledge Support Specialist is tasked with providing superior customer service and support to our clients. As a Knowledge Support Specialist you will share responsibilities with monitoring machine health, internal technical advisor for technicians, processing warranty, authoring service repair jobs, support customer Precision AG inquires, and handling overflow calls for Parts and Service. Training resource for employees. The specialist will work in close collaboration with various departments to ensure a cohesive and seamless customer experience.

Essential Functions:

1. Create/maintain service job codes and recommended additional services to customers.
2. Strong knowledge of John Deere equipment/parts and related technologies.
3. Process warranty claims including computation of charges and filing with correct manufacturing company in a timely manner, accurate manner.
4. Develops and assists in implementing standardized warranty claim processes for all locations including expiring machine warranty, closing open warranty jobs, and over the counter parts.
5. Monitors equipment records for extended and special warranties for expiration.
6. Understands warranty regulations and is able to provide consultation and training to Service Managers.
7. Monitoring incoming Expert Alerts/codes and contacts customer with diagnostic findings with keeping Service department informed.
8. Monitor incoming calls to the Support Center and quickly and accurately resolve common data, digital and embedded solution questions and errors.
9. Perform remote diagnostics using Remote Display Access (RDA).
10. Maintains a positive and professional working relationship with peers, management, and support resources, with a constant commitment to team and exemplary customer service.
11. Provide support to customers and technicians.
12. Coordinates CCMS cases between technicians and John Deere CCMS factory support as needed.
13. Maintains up to date technical knowledge of engine, hydraulics, and electrical systems and repair manuals schematics.
14. Generates reports and completes other paperwork as requested.
15. Participates in all company events in a positive manner.
16. Participate in the after-hours program.  
17. Participate in training programs.
18. Resolve customer issues related to aftermarket products and services.
19. Respond to customer's phone calls with a sense of urgency, taking ownership of their needs, and providing a solution in a timely manner.
20. Presents a positive, professional image in dress and conduct at all times.
21. Provide technical expertise and hands-on skills to service John Deere equipment.
22. All other duties as assigned.

Qualifications

1. 2 years AG business preferred
2. Demonstrate outstanding customer service and communication skills
3. Highly experience computer skills 
4. Experience writing and speaking effectively to individuals and groups
5. High School Diploma, GED, or equivalent experience
6. Have experience in a support center or call center environment
7. Pay attention to detail and maintain accuracy
8. Understands the service software in the dealer business system and Deere systems.
9. Provide independent and team-oriented work.
10. Adapt flexibly to changing technologies and customer needs.
11. Demonstrate self-motivation, drive, and attention to detail.
12. Experience with mechanical, electrical and hydraulic systems used in off road, construction, lawn, or heavy equipment
13. Ability to work full time Monday through Friday and some Saturdays
14. Display strong organizational and time management skills
15. Apply problem solving and analytical skills
16. Valid and insurable driver's license
17. Ability to handle customer complaints and provide solutions