Customer Technical Assistance Specialist

Are you looking for an exciting career with a leading John Deere Dealership? 21st Century Equipment is looking for qualified candidates to fill our open positions.

We are looking for an experienced individual to fill one of our CTAC Specialist positions, this position can be based out of any of our 21st Century Equipment locations. Do you have a passion for precision agriculture? Are you a self-motivated, hands-on person? Do you enjoy working with production ag customer and helping to find the best solutions for the problems they are currently facing, keeping them operating at the highest level possible? Would you like to join a team of highly respected individuals who work together to provide the best service and products out there? We provide ongoing training and career advancements! Come join our team!

21st Century Equipment, LLC

JOB DESCRIPTION

JOB TITLE: Customer Technical Assistance Center (CTAC) Specialist

REPORTS TO: CTAC Manager

POSITION SUMMARY: Provides exceptional support to achieve internal and external customer problem resolution, in a dynamic and high energy, call center environment. Will be responsible for resolving performance and technical issues using experience, published information and other information and tools across a broad range of products. Proper documentation of key actions taken to resolve a problem is crucial. May also be utilized in the development and delivery of technical or product training to internal employees or our customers. Initial activities will also include working with the CTAC Manager to develop the appropriate processes and procedures for the successful implementation of the CTAC.

SPECIFIC DUTIES AND RESPONSIBILITIES:

• Utilizes technical expertise and experience to resolve internal and external customer issues in a timely and professional manner.
• Escalates issues of high complexity to Supervisor, JD DTAC or other resource.
• Communicates relevant information throughout the CTAC group and Company.
• Develop and present technical and product training for Customer events.
• Develop and present technical and product training for Employees.
• Work in a team environment and assist co-workers in the resolving customer issues.
• Document customer issues and suggested solutions in Problem Resolution Data Base.
• Manage customer relationship to ensure a high level of customer satisfaction.

JOB COMPETENCIES:

• Have working knowledge and technical expertise in AMS products and/or current John Deere seeding, spraying, harvesting , hay and forage products.
• Be comfortable in a large group training environment.
• Have outstanding customer service skills and action-oriented.
• Be an effective communicator and listener.
• Exhibit resourcefulness and be highly organized.
• Be innovative and solution-oriented.

RELAVENT EDUCATION AND EXPERIENCE:

• BS - Agri-Business, Engineering or related field desired, but not required.
• Minimum 5 Years ag industry related experience, AMS Specialist or Service Management a plus.

PHYSICAL REQUIREMENTS:

• Extensive key-boarding required including long periods of sitting.

BENEFITS:

• Competitive Pay
• Same day Pay (Tapcheck)
• Bonuses
• Profit Sharing
• Tuition Reimbursement (80% of actual Tuition, Room, Board, and Books) - Recently graduated Service Technician
• Tools (w/Snap-On Box) - Recently graduated Service Technician
• Uniforms (Free laundry service)
• Laptop/Phone/Company Vehicle (position depending)
• Medical or HSA insurance
• Dental Insurance
• Prescription Insurance
• Vision Insurance
• Life Insurance
• Paid Holidays
• Paid Time Off
• 401K (with company match)
• Parental Leave
• Mental Health Counseling
• Promotional and Transfer Opportunities
• Ongoing Training

***THIS COMPANY RESERVES THE RIGHT TO MODIFY, INTERPRET, OR APPLY THIS JOB DESCRIPTION IN ANY WAY THE COMPANY DESIRES. THIS JOB DESCRIPTION IN NO WAY IMPLIES THAT THESE ARE THE ONLY DUTIES, INCLUDING ESSENTIAL DUTIES, TO BE PERFORMED BY THE EMPLYEE OCCUPYING THIS POSITION. THIS JOB DESCRIPTION IS NOT AN EMPLOYMENT CONTRACT IMPLIED OR OTHERWISE. THE EMPLOYMENT RELATIONSHIP REMAINS "AT WILL." THE AFFOREMENTIONED JOB REQUIREMENTS ARE SUBJECT TO REASONABLY ACCOMMODATE QUALIFIED DISABLED INDIVIDUALS. ***

**If a job offer is made for this position, it will be contingent upon passing a pre-employment drug test and determination of insurability for positions that require driving. If the drug test comes back positive or you are not insurable for a position that requires driving, the job offer will be rescinded.**

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