Location: All Locations
Type of Employment: Full
Purpose
Establish a knowledge center within the dealer organization to enhance product resolution cycle times. Foster improved communication and the sharing of best practices among all service locations. Collaborate with Service Managers and Service Advisors to tackle challenges, enhancing technicians’ diagnostic and repair skills, which leads to reduced downtime and cost savings for our customers. Conduct preliminary investigations into machine issues using tools like CCMS, Machine Dashboard, Expert Alert information, and your own expertise.
Responsibilities
- Resource for Team: Serve as a go-to support for Technicians, Service Managers, Service Advisors, and Parts Leads in diagnosing and resolving critical product issues, while sharing best practices.
- Documentation: Ensure all necessary information is documented within the CCMS case before submission to John Deere.
- Case Coordination: Facilitate communication between Technicians and John Deere CCMS factory support as needed.
- Quality Partnership: Collaborate with John Deere to identify and address emerging product quality concerns.
- Continuous Improvement: Identify and implement process improvements in Service and Parts departments to enhance customer satisfaction.
- Technical Knowledge Maintenance: Keep up-to-date with engine, hydraulic, and electrical systems, including repair manual schematics.
- Training Needs Assessment: Assist in identifying training needs by communicating with Service Managers and Service Advisors.
- Report Analysis: Prepare and analyze Service department reports, using data to drive improvements and growth.
- Team Relationship Building: Maintain a positive and professional relationship with peers, management, and support resources, with a strong commitment to teamwork and customer service.
- Community Representation: Ensure that the company’s reputation aligns with its core values in the community.
- Ongoing Development: Participate in Service EDUCATE Training programs to further develop skills and knowledge.
- Equipment Maintenance: Operate and maintain vehicles, tools, and equipment necessary for your responsibilities.
- Workspace Organization: Keep your work area clean and organized.
- Safety Compliance: Follow all safety rules and regulations while completing work assignments.
- Product Knowledge: Stay informed about John Deere and competitive products.
Experience, Education, Skills, and Knowledge
- Relevant Experience: 4+ years in Service and Parts department operations
- Computer Proficiency: Familiarity with basic computer functions; experience with Service ADVISOR™, Parts ADVISOR™, or similar diagnostic tools is preferred.
- Technical Expertise: Knowledge of mechanical, electrical, and hydraulic systems used in off-road, construction, lawn, or heavy equipment.
- Effective Communication: Strong communication skills and experience working with customers.
- Data Analysis: Experience in analyzing and interpreting data and reports.
- Educational Background: High School Diploma, GED, or equivalent experience required; an Associate’s degree is preferred.
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