What are the responsibilities and job description for the Technical Communicator/Machine Monitoring Specialist position at Virginia Maryland Tractor?
Location: Frederick, Orange, Warrenton, Charlottesville, VA
Reports To: Corporate Service Manager
Position Summary:
We are looking for a Technical Communicator / Machine Monitoring Specialist to join our team and take ownership of machine health monitoring, centralized technician support, and ExpertConnect case management. This position plays a vital role in keeping our service team productive and our customers' equipment running by serving as the go-to resource for technical support and connected diagnostics.
Key Responsibilities:
Machine Monitoring:
Monitor machine health using JD Link, Expert Alerts, and other OEM diagnostic platforms.
Analyze fault codes, performance data, and alerts to identify issues before failure.
Coordinate service needs with store-level teams and maintain records of machine alerts and resolutions.
Generate health and performance reports to identify recurring issues and promote preventative maintenance.
Centralized Technical Support (Technical Communicator):
Serve as the primary internal contact for dealership technicians seeking technical assistance.
Triage incoming support requests, assist with diagnostics, and guide technicians through troubleshooting steps.
When issues exceed in-house expertise, collect necessary documentation and open cases with John Deere using ExpertConnect or DTAC.
Track open cases and ensure timely follow-up and resolution with both technicians and John Deere support.
Maintain a knowledge base of resolved issues and best practices for future reference.
ExpertConnect Setup & Monitoring:
Set up and manage ExpertConnect system to connect Virginia Maryland Tractor internally as well as with our customer base.
Ensure employees are properly enrolled and connected in ExpertConnect.
Monitor active sessions and support technicians in gathering all required data for efficient escalation.
Act as a liaison between field staff and John Deere to streamline communication and reduce resolution time. Set phone schedules and programming in ExpertConnect system.
Qualifications:
Experience in equipment diagnostics, technical support, or service coordination.
Familiarity with John Deere systems such as JDLink, Expert Alerts, Service ADVISOR Remote, DTAC, and ExpertConnect.
Strong communication skills to effectively support technicians and relay technical information.
Organized, proactive, and capable of juggling multiple technical requests.
Comfortable with telematics, data analysis, and digital diagnostic tools.
Preferred Skills:
Background in agricultural or construction equipment service.
Previous experience in a dealership environment or OEM support system.
Job Type: Full-time
Expected hours: 40 per week
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
Ability to Commute:
- Warrenton, VA 20187 (Required)
Ability to Relocate:
- Warrenton, VA 20187: Relocate before starting work (Required)
Work Location: In person
