Wirtgen Technical Trainer & Communicator

Location: Riverview

Summary of Primary Functions

This individual will be responsible for the communications of technical issues to both Deere & technicians. The Wirtgen Technical Trainer & Communicator will work closely with John Deere and internal customers to support the ongoing service and support program for Dobbs Equipment. This position is responsible for directing, developing, and overseeing the development of technicians & technical data at the corporate level to ensure the attainment of the company growth and profitability objectives are met.

It is imperative for this position to develop consistency in product support expectations across all Dobbs Equipment branches. It is critical that this role provides cross functional direction, training, and motivation of Service Department Personnel. The Wirtgen Technical Trainer / Communicator reports directly to the Corporate Product Support Manager.

Essential Duties and Responsibilities:
May include some or all of the following. Other duties may be assigned.

• Work as liaison with manufacturers and all departments regarding product support issues.
• Analyze product issues and provide support for parts/service/sales
• Research product issues using DTAC, technical manuals, business system, and troubleshooting techniques to help resolve issues
• Provide technical communications and updates for DTAC, monitor case status, and ensure timely closure of open cases.
• Provide timely communication of solutions to Service/Parts/Sales & manufacturers
• Advise customers of all pertinent technical data to ensure customer satisfaction or product repairs
• Manage technical tooling for service departments
• Record solutions and maintain database of repairs
• Remains Capstone current with new machine training
• Delivers Capstone & other technical training to Service Technicians

Qualifications: The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Individual must be proficient in cross functional leadership, customer focused, analytical and comfortable communicating with customers.
• Highly developed technical abilities across Heavy Equipment line - electrical / hydraulic / powertrain / fuel systems, ect...

Technical Skills & Knowledge:

• Minimum 5 years or more of management responsibility in product support areas within the Construction/Forestry industry
• Must have competence in Excel, Word, PowerPoint, Outlook and quickly adapt to new software systems.
• Must have a great deal of flexibility to handle the changing work environment
• Must be mature, team orientated and possess a positive attitude
• Must have good interpersonal skills and strong communication skillsets
• Must be able to handle multiple projects simultaneously
• Must proactively determine customer needs and exceed their expectations
• Must adhere to ethical principles, has sound character and honesty
• The ideal candidate has an analytical bias, strong personal skills and is comfortable managing service technician personnel.
• Must be able to comprehend and present complex technical data for the purpose of training employees
• Must have knowledge of construction equipment dealer business practices, ideally including the practices followed at John Deere dealerships, is preferred.
• Must remain current on all Certifications required to lead & instruct Capstone & technical training

Education: Formal education or training required to perform the essential functions of the job. Includes degrees, certifications, licenses and/or registration requirements.

• Degree in a Business/Management discipline or equivalent experience.
• Capstone Certifications Required, ongoing training provided.

Work Environment:

While performing the duties of this job, the employee is occasionally exposed to wet and/or humid conditions, moving mechanical parts, and outside weather conditions. The noise level in the work environment is usually quiet.

Physical Demands:

The physical demands described here represent those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is continuously required to:

• Ability to work using Personal Protective Equipment, including respirators, welding…