Tech Support Specialist - All Locations

Location: All Locations
Type of Employment: Full

Establishes a knowledge center within the dealer organization to improve product resolution cycle times. Enables improved communication, sharing of best practices among all servicing locations. Works with the Service Managers/Service Advisors to help solve problems. Helps to improve Technician’s diagnostic and repair abilities resulting in less downtime and reduced costs for our customers. Conducts preliminary investigations into machine problems using CCMS, Machine Dashboard and Expert Alert information, external information sources, previous experiences and knowledge of machine systems.
?    Resource for Technicians, Service Managers/Service Advisors and Parts Leads to help resolve critical product problems by assisting in diagnosis, repair and sharing of best practices
?    Ensures all necessary information is documented with in the CCMS case prior to submission to John Deere
?    Coordinates CCMS cases between Technicians and John Deere CCMS Factory Support as needed
?    Works with John Deere as a Partner in Quality to help identify emerging product quality concerns and support problem resolution
?    Communicates and executes effective Service and Parts department processes to ensure internal and external customer satisfaction
?    Opens work orders and provides estimated labor and parts requirements when possible for technicians to resolve issues
?    Maintains up to date technical knowledge of engine, hydraulics, and electrical systems and repair manual schematics
?    Assists in helping to identify Technical training needs or gaps by communicating with location Service Mangers / Service Advisors 
?    Identifies and drives continuous service and parts process improvements
?    Prepares and analyzes Service department reports; uses data to help drive improvement and growth
?    Proactively seeks and participates in available company-sponsored training, in an effort to develop and advance knowledge base and skill set
?    Maintains a positive and professional working relationship with peers, management, and support resources, with a constant commitment to teamwork and exemplary customer service
?    Ensure that company’s reputation and image in the community is consistent with company Core Values
?    Responsible for delivering high level customer experience
?    Work extended hours and weekends as necessary
Experience, Education, Skills and Knowledge 
?    5+ years of experience in Service and Parts department operations; demonstrated experience consistently meeting performance metrics preferred  
?    Experience with basic computer functions; Experience using Service ADVISOR™, Parts ADVISOR™, Expert Alerts, Machine Health Dashboard or other computer based diagnostic repair tools preferred
?    Experience with the mechanical, electrical and hydraulic systems used in off road, construction, lawn, or heavy equipment
?    Experience communicating effectively verbally and in writing
?    Experience working with customers
?    Experience using financial principles to improve Service and Parts department profitability 
?    Experience analyzing and interpreting data and reports
?    High School Diploma, GED, or equivalent experience required; Associates degree preferred

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