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Job Description & How to Apply Below
Establishes a knowledge center within the dealer organization to improve product resolution cycle times. Enables improved communication, sharing of best practices among all servicing locations. Works with the Service Managers/Service Advisors to help solve problems. Helps to improve Technician’s diagnostic and repair abilities resulting in less downtime and reduced costs for our customers. Conducts preliminary investigations into machine problems using CCMS, Machine Dashboard and Expert Alert information, external information sources, previous experiences and knowledge of machine systems.
Duties & Responsibilities
Responsibilities of a Technical Machine Specialist (TMS or TC) are, but not limited to the following:
Manage technical assistance requests from Brandt Service teams using Case Contact Management System (CCMS) software.
Ensures all necessary information is documented within the CCMS case prior to submission to John Deere
Coordinates CCMS cases between Technicians and John Deere CCMS factory support as needed.
Works with John Deere as a partner in quality to help identify emerging product quality concerns and support problem resolution
Assists in identifying technical training needs or gaps by communicating with location Service Mangers / Service Advisors
Maintains up to date technical knowledge and creates and maintains the technical solution database
Required Skills
Works closely with Machine Monitoring, Brandt Service Times and Proactive Maintenance teams to address equipment abnormalities, quote more efficiently and drive revenue opportunities
Follow up on previous recommendations to ensure problem resolution and identify learning opportunities.
Meet KPI’s for the Brandt Technical Assistance Center (BTAC)
Provide coverage during peak times for Machine Monitoring Specialists
Other duties may be assigned
Required Experience
Red seal heavy duty technician certificate or equivalent work experience in the Ag Industry
Minimum 5 year’s service experience with proven track record of technical ability
Experience with the mechanical, electrical and hydraulic systems used in off road, construction, lawn, or heavy equipment
Experience with basic computer functions; experience using Service ADVISOR™, Parts ADVISOR™ or other computer based diagnostic repair tools preferred
Knowledge of machine application, design, functionality and understanding the environmental effect on the equipment performance
Experience analyzing and interpreting data and reports
Experience communicating effectively
Understand effective inspection process and equipment lifecycle planning
Bilingual English/French is an asset but not required
Travel may be required
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