Technical Communicator​/Machine Monitoring Specialist

Technical Communicator/Machine Monitoring Specialist

Location:
Frederick, Orange, Warrenton, Charlottesville, VA
Reports To:
Corporate Service Manager

We are looking for a Technical Communicator / Machine Monitoring Specialist to join our team and take ownership of machine health monitoring, centralized technician support, and Expert Connect case management. This position plays a vital role in keeping our service team productive and our customers’ equipment running by serving as the go-to resource for technical support and connected diagnostics.

Machine Monitoring:

• Monitor machine health using JD Link, Expert Alerts, and other OEM diagnostic platforms.
• Analyze fault codes, performance data, and alerts to identify issues before failure.
• Coordinate service needs with store‑level teams and maintain records of machine alerts and resolutions.
• Generate health and performance reports to identify recurring issues and promote preventative maintenance.

Centralized Technical Support (Technical Communicator):

• Serve as the primary internal contact for dealership technicians seeking technical assistance.
• Triage incoming support requests, assist with diagnostics, and guide technicians through troubleshooting steps.
• When issues exceed in‑house expertise, collect necessary documentation and open cases with John Deere using Expert Connect or DTAC.
• Track open cases and ensure timely follow‑up and resolution with both technicians and John Deere support.
• Maintain a knowledge base of resolved issues and best practices for future reference.

Expert Connect Setup & Monitoring:

• Set up and manage Expert Connect system to connect Virginia Maryland Tractor internally as well as with our customer base.
• Ensure employees are properly enrolled and connected in Expert Connect.
• Monitor active sessions and support technicians in gathering all required data for efficient escalation.
• Act as a liaison between field staff and John Deere to streamline communication and reduce resolution time. Set phone schedules and programming in Expert Connect system.

• Experience in equipment diagnostics, technical support, or service coordination.
• Familiarity with John Deere systems such as JDLink, Expert Alerts, Service ADVISOR Remote, DTAC, and Expert Connect.
• Strong communication skills to effectively support technicians and relay technical information.
• Organized, proactive, and capable of juggling multiple technical requests.
• Comfortable with telematics, data analysis, and digital diagnostic tools.

• Background in agricultural or construction equipment service.
• Previous experience in a dealership environment or OEM support system.

Job Type: Full‑time

Expected hours: 40 per week

• 401(k)
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

• 8 hour shift
• Day shift
• Monday to Friday

• Ability to Commute:
  Warrenton, VA 20187 (Required)
• Ability to Relocate:
  Warrenton, VA 20187:
  Relocate before starting work (Required)