Technical Specialist

Manages technical service operations within UAT to maximize return on investment by optimizing Service Department processes to ensure internal and external customer satisfaction. Minimizing downtime to internal and external customers by assisting technicians in problem solving and diagnosing issues in timely manner, grows profitable service labor sales and exercises disciplined expense control. Attracts, retains, and effectively engages department personnel.

Essential Functions

Develops, communicates, enforces and monitors effective Technical Service processes to ensure internal and external customer satisfactionDevelops and executes Technical Service usage and monitors monthly to ensure achievement of departmental goalsParticipate in customer clinics, field days, and related promotional eventsSchedules and assigns jobs and work load and work areas to employees in the Technical Services according to their skills and knowledgeTracks and manages solutions provided on a monthly basis through reportsEnsures all departmental tools, equipment, and vehicles are in good working orderManages recruiting, staffing and employee development activities for employees reporting to this positionSolutions based problem solving for technicians in various functions such as Machine Monitoring, Technical Coordinator and support via text, phone calls, and e-mails on technical problems.Provide JDLink™ support, evaluate JDLink™Alerts, and create Work Orders as neededManage the Expert Alert program for all locations, create Work Orders based on Expert Alerts received or communicate Expert Alert information to responsible Service Departments as requiredManage the Machine Dashboard tool, proactively monitor incoming diagnostic trouble codes (DTCs) on the Machine Dashboard and create Work Orders or communicate DTC information to responsible Service Departments as requiredUtilizes Service Advisor Remote™, Remote Display Access, DTAC/CCMS, and other John Deere resources to proactively diagnose equipment issuesResource for Technicians, Service Managers/Service Advisors and Parts Leads to help resolve critical product problems by assisting in diagnosis and repair and sharing of best practicesEnsures all necessary information is documented within the CCMS case prior to submission to John DeereCoordinates CCMS cases between Technicians and John Deere CCMS factory support as neededWorks with John Deere as a partner in quality to help identify emerging product quality concerns and support problem resolutionIdentifies, communicates and executes continuous process improvements in Service and Parts departments to ensure internal and external customer satisfactionProvide Technical Support for customers about John Deere EquipmentDetermine whether customer issues can be resolved over the phone, or coordinate with responsible Service department to create work orders and set up service callsPerform various outbound aftermarket calling campaigns (i.e. Service Inspection Signups)Work additional hours during seasonally busy times, some weekend shifts as requiredSupport management in the pursuit of corporate policies, plans, goals, and long-term objectivesMaintains up to date technical knowledge of engine, hydraulics, and electrical systems and repair manual schematicsAssists in identifying Technical training needs or gaps by communicating with location Service Mangers / Service AdvisorsFoster a great place to work environment, encouraging accountability, open communication, teamwork, and a commitment to serving the customerFollow all safety rules and regulations while performing work assignments and adhere to all policies and procedures as specified in company manuals and as directed in the employee handbookProactively seek and participate in available company-sponsored training, in an effort to develop and advance knowledge base and skill setMaintain a positive and professional working relationship with peers, management, and support resources, with a constant commitment to teamwork and exemplary customer serviceEnsure that company's reputation and image in the community is consistent with company Core ValuesPhysical Demands

This position requires minimal physical demands that are necessary to perform the essential functions of the position, including: talking and hearing. The employee is frequently required to stand, sit; walk, type, handle or feel; and reach with hands and arms.Benefits:

401K with company matchHealth InsurancePaid Holiday and Paid Time Off*Under the American with Disabilities Act, an employee must be able to perform the essential functions of this position with or without a reasonable accommodation, as well as possess the skills, experience, education and other job-related requirements necessary for the position. If an employee has a disability, the company will engage in an interactive discussion with the employee to determine if reasonable accommodation that does not create an undue hardship for the company is available.*

Requirements

Experience, Education, Skills and Knowledge:

5+ years experience in Service Department operationsDemonstrated outstanding customer service and communication skillsProven experience solving problems effectively with best possible outcome for all involvedExperience using computer software such as Microsoft Office, Dealer Business System and internet based systemsExperience with the mechanical, electrical and hydraulic systems used in off road, construction, lawn, or heavy equipmentExperience working with customersAbility to write and speak effectively to individuals and groupsFamiliar with John Deere and competitive productsAbility to analyze and interpret internal reportsAbility to work extended hours and weekends as neededHigh School Diploma or equivalent experience