Technical Communicator/Machine Monitoring Specialist
Listed on 2025-11-30
-
IT/Tech
IT Support, Technical Support
Location:
Frederick, Orange, Warrenton, Charlottesville, VA
Reports To:
Corporate Service Manager
Position Summary: 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.
Key Responsibilities:
- 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.
- 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.
- 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.
Qualifications:
- 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.
Preferred
Skills:
- 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
Schedule:
- 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)
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