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Form of workJob Description
Job title: Product SupportRepresentative II/Machine Support Specialist 39227 - John Deere
Job Description:
- Provides product and customer support or training for products, services, or initiatives and drives activities to improve reliability and serviceability of products.
- Resolves advanced product problems using known information & personal knowledge.
- Identifies advanced to moderately complex problems and may need to refer some of them to higher levels for resolution.
- Locates existing information from multiple sources within client to identify previously successful solutions to similar problems.
- Develops new solutions and provides product technical support to field teams, channel partners, customers on advanced problems; and coaches channel partners on the use of problem resolution tools.
- May participate in Product Improvement Program (PIP) development and on problem solving teams.
- Provide advanced research for Model Product Development Program (PDP) projects or product improvement programs within Product Support as requested.
- May develop and deliver technical training.
- Travels as necessary to collect failure data to provide problem definition on advanced problems.
Duties:
- Provides product or technical support to field teams, channel partners, or customers on advanced problems.
- May include implementation of reimbursement policies and may include Parts or Marketing recommendations.
- May coach channel partners in use of problem resolution tool to promote self-sufficiency.
- Prioritizes problems and researches solutions, authors and enters documentation on complex technical issues and solutions into database, or for bulletin publication.
- May participate in development and/or execution of field programs for product non-conformance (Product Improvement Programs (PIPs), Field Intro Programs (FIPs)) and/or safety programs.
- May include translation activities in non-United States locations.
- In support of established processes, may travel to the field, or visit suppliers; to collect failure data to provide problem definition, to assist in product tests, or to collect market intelligence or competitive comparisons. May travel to the field to provide problem resolution on advanced problems.
- Develops and delivers training for products, services or initiatives.
- May also develop technical, promotional or marketing information and assist Marketing by representing Product Support at promotional events for branches or other channel partners.
- Participates in problem solving teams and provides advanced research for model product delivery processes or product development programs.
- May have specific responsibility for initial stock orders (ISOs) or ASSET (system that automatically orders special tools when a dealer orders a product for the first time).
- May assist in development of Parts and Service programs and pricing strategies.
- May provide work direction to contract employees or junior staff, and may enter data for budget control and track expenditures.
Specific Position Requirements:
- Fully onsite role
- Key skills would be technical aptitude and a strong sense of urgency in troubleshooting problems.
- Previous precision ag technology experience would be a big plus Your Responsibilities As a Machine Support Specialist for client ISG (Intelligent Solutions Group) located in Urbandale, Iowa, you will troubleshoot complex issues, support Channel Partners, Field Teams, and Customers by using the CCMS (Case & Contact Management System, formerly known as DTAC) to resolve complex field issues.
In addition, you will:
- Promote use and improvement of Technical Information and preferred delivery channels
- Assist Problem Resolution Specialists in collecting data supporting development of Evidence Packages to reduce time to resolve field issues
- Assist Dealers/TCSM's (Territory Customer Support Manager) with in-field problem resolution
- Identify need for developing and authoring new solutions
- Participate in cross functional teams in areas including Problem Resolution, Product Improvement, Product Development and Marketing by representing the voice of the customer
- Participate in development and delivery of technical training material
What Skills You Need (Required skills/experiences)
- Experience demonstrating strong analytical skills and sense of urgency in solving customer issues.
- Strong ability to self-learn and share product knowledge.
- Experience reading engineering prints and schematics.
- Experience/aptitude of strong technical skills & knowledge, particularly in hydraulic and electric systems.
- Ability and willingness to travel domestically up to 25% and internationally on occasion.
- Ability and willingness to work occasional Late shift (11:00 am - 7:30 pm) including extended and weekend hours to support seasonal volume.
What Makes You Stand Out (Desired skills/experiences)
- Knowledge or experience supporting products and their functions.
- Knowledge or experience with AMS (Ag Management Solutions) components.
- Knowledge or experience with the CCMS.
Education
- Bachelor's degree in Agriculture, Technology, Engineering, Marketing, or equivalent discipline/work experience.
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