Facility​/Yard Maintenance

Description

Responsible for monitoring, distributing, and tracking Expert Alerts and JDLink™ Diagnostic Trouble Codes (DTCs) with the intent of quickly diagnosing equipment problems to minimize machine downtime. Grows profitable service labor sales and exercises disciplined expense control. Effectively engages department personnel.

• Monitor incoming Diagnostic Trouble Codes and distribute as appropriate locations
• Manage 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 required
• Perform remote diagnostics using Service Center and Remote Display Access (RDA)
• Manage 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 required
• Quickly and accurately communicate summaries of actionable recommendations to customers in various outbound communication methods
• Create and maintain work orders with remote diagnostic segments
• Develops, communicates, enforces and monitors effective Technical Service processes to ensure internal and external customer satisfaction
• Develops and executes Technical Service usage and monitors monthly to ensure achievement of departmental goals
• Maintain up to date technical knowledge of engine, hydraulics, and electrical systems and repair manual schematics
• Maintains a positive and professional working relationship with peers, management, and support resources, with a constant commitment to teamwork and exemplary customer service
• May participate in training programs required for the development of skills and knowledge
• Maintains a clean work area and performs work in a neat and orderly fashion
• Maintains current knowledge of John Deere and competitive products
• Participate in customer clinics, field days, and related promotional events
• Tracks and manages solutions provided on a monthly basis through reports
• Determine whether customer issues can be resolved over the phone, or coordinate with responsible Service department to create work orders and set up service calls
• Perform various outbound aftermarket calling campaigns (i.e. Service Inspection Signups)
• Work additional hours during seasonally busy times, some weekend shifts as required
• Support management in the pursuit of corporate policies, plans, goals, and long-term objectives
• Foster a great place to work environment, encouraging accountability, open communication, teamwork, and a commitment to serving the customer
• Follow 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 handbook
• Proactively seek and participate in available company-sponsored training, in an effort to develop and advance knowledge base and skill set
• Maintain 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

• 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.

• 401K with company match
• Health Insurance
• Paid 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…