Purpose:
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.
Responsibilities
Key Responsibilities:
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Monitor incoming Expert Alerts and distribute to appropriate party for customer contact (or perform customer contact)
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Monitor incoming Diagnostic Trouble Codes and distribute to appropriate party
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Perform remote diagnostics using Service ADVISOR™ Remote and Remote Display Access (RDA)
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Quickly and accurately communicate summaries of actionable recommendations
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Creating Tickets using our phone system and our Machine Monitoring Tracking Tools.
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Account Creation and Management of Customer Digital Tool Accounts and Maintenance.
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Monitoring of Preventative Maintenance for Customer Machines and for Dealer Rental Fleet.
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Maintain up to date technical knowledge of engine, hydraulics, and electrical systems and repair manual schematics
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Maintains a positive and professional working relationship with peers, management, and support resources, with a constant commitment to teamwork and exemplary customer service
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May participate in Service Technician Training programs required for the development of skills and knowledge
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Maintains a clean work area and performs work in a neat and orderly fashion
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Maintains current knowledge of John Deere and competitive products
Experience, Education, Skills and Knowledge:
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High School Diploma, GED, or equivalent experience
- 3+ years’ experience of basic service repairs and diagnostics, specifically mechanical, electrical and hydraulic systems for Construction, Forestry, and Mobile Equipment highly preferred
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Demonstrated outstanding customer service and communication skills
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Experience with basic computer functions such as Microsoft Tools; experience using Deere systems preferred
- Experience writing and speaking effectively to individuals and groups
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Experience with the mechanical, electrical and hydraulic systems used in on road, off road, construction, forestry, ag, or heavy equipment
