Service Support Specialist

Job Description

Position Specifics:

Department: Service

Reports to: Support Center Manager

Type of Employment: Full-Time

Wage Type: Hourly

Location: (1 of our 13 Locations)

At Sinclair Tractor, we pride ourselves on being the destination in Southeast Iowa for agricultural equipment, precision farming, agronomic decision support, NAPA parts and supplies. With thirteen John Deere dealerships, five NAPA parts locations and a Supply Store, we are looking for motivated and talented people to join our team.

Purpose

To provide unparalleled support to customers, location service managers and field service technicians on any service assistance requests. Open work orders for dealer locations and field service techs. Collaborates with service managers and service scheduler to maintain a schedule for each location of when work can be performed and tracks accordingly. Directs requests of additional support from field service to the correct location for action.

Responsibilities Include But Not Limited To

• Fields internal and external customer inquiries to the service department team
• Opens work orders for Service Department
• Updates customer profiles using equipment, hours, or other information from the customer work order
• Fluent and understand ExpertConnect Ticketing Process
• Maintains communication thru ExpertConnect with customers and service techs
• First Line to insure field techs get requested parts, transcribed stories to t-complete, and communicating services to field techs
• May gain customer approval for Quoted Repairs thru ExpertConnect
• Track and act upon each Expert Connect trouble ticket to a successful and timely completion
• Maintains accuracy and updates of the service portion of the Sales Service Priority List (SSPL) then collaborates with the respective Sales Coordinator for their input on the SSPL
• Prepares repair orders for service managers review and invoicing
• May participate in Service EDUCATE Training programs required for the development of skills and knowledge
• Maintains a clean work area and performs work in a neat and orderly fashion
• Follows all safety rules and regulations in performing work assignments
• Maintains knowledge of John Deere and competitive products
  
  

Required Experience

Experience, Education, Skills and Knowledge:

• Experienced at multitasking and juggling varying responsibilities in a fast-paced environment
• Proficient computer skills in Word, Excel, Outlook
• Ability and desire to learn John Deere operating systems
• Understand the importance of information by making sure all work is done correctly and in a timely manner
• Ability to work independently and exercise excellent judgment in order to reflect the companys values
• Effective written and verbal communication skills
• Strong organizational skills
• High level of attention to detail, especially under pressure
• Dependability and consistency is a must
• Polished, Professional, and Friendly demeanor
  
  

Working Conditions & Requirements

• All weather conditions
• Sitting for extended periods of time
• Lifting at least 30 pounds
• Office or Remote setting
• Travel as needed
  
  

This is not an all-inclusive list of job-related responsibilities, skills, or working conditions. M anagement reserves the right to revise the job or require different tasks be performed as assigned . Sinclair Tractor provides equal employment opportunities to applicants for employment and prohibits discrimination and harassment of any type without regard to any protected classes. This job description is not an employment contract and the employment relationship remains "at will." Sinclair Tractor will reasonably accommodate the known disabilities of qualified disabled individuals.

Keyword: Service Support Specialist