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.
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Work as liaison with manufacturers and all departments regarding product support issues.
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Analyze product issues and provide support for parts/service/sales
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Research product issues using DTAC, technical manuals, business system, and troubleshooting techniques to help resolve issues
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Provide technical communications and updates for DTAC, monitor case status, and ensure timely closure of open cases.
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Provide timely communication of solutions to Service/Parts/Sales & manufacturers
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Advise customers of all pertinent technical data to ensure customer satisfaction or product repairs
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Manage technical tooling for service departments
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Record solutions and maintain database of repairs
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Remains Capstone current with new machine training
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Delivers Capstone & other technical training to Service Technicians
Qualifications: The requirements listed below are representative of the knowledge, skill, and/or ability required.
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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…
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Technical Skills & Knowledge:
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Minimum 5 years or more of management responsibility in product support areas within the Construction/Forestry industry
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Must have competence in Excel, Word, PowerPoint, Outlook and quickly adapt to new software systems.
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Must have a great deal of flexibility to handle the changing work environment
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Must be mature, team orientated and possess a positive attitude
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Must have good interpersonal skills and strong communication skillsets
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Must be able to handle multiple projects simultaneously
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Must proactively determine customer needs and exceed their expectations
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Must adhere to ethical principles, has sound character and honesty
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The ideal candidate has an analytical bias, strong personal skills and is comfortable managing service technician personnel.
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Must be able to comprehend and present complex technical data for the purpose of training employees
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Must have knowledge of construction equipment dealer business practices, ideally including the practices followed at John Deere dealerships, is preferred.
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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.
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Degree in a Business/Management discipline or equivalent experience.
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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:
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Ability to work using Personal Protective Equipment, including respirators, welding shields, hard hats, vests, safety glasses, goggles, gloves etc.
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Ability to use full range of motion for back, arms, hands, and fingers.
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Able to use full range of motion for both legs, including climbing, twisting, squatting, and pushing with both legs.
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Able to climb onto or down from mobile construction equipment, typically 3-4 feet of climbing, for service and inspection.
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The employee is frequently required to lift or carry loads greater than 50 lbs but less than 75 lbs.
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Specific vision abilities required by this job include close, distance and color vision.
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The employee is regularly required to talk or hear at moderate noise levels.
We’re an Equal Employment Opportunity and Affirmative Action Employer
Dobbs Equipment is an Equal Employment Opportunity (EEO) and Affirmative Action employer. We are committed to providing an environment free of discrimination, harassment, and retaliation both for our employees and applicants. We make all employment-related decisions on the basis of an individual’s qualifications and job performance. We recruit, hire, promote, train, transfer, and make compensation decisions without regard to race, religion, color, creed, national origin, ancestry or citizenship status, sex, sexual orientation, gender, genetic information, marital status, pregnancy status, age, disability, protected veteran status, or any other characteristic protected by federal, state, or local law.
Notice to Applicants: We participate in E-Verify in the United States.
Drug Free and Alcohol-Free Workplace Notice.
Dobbs Equipment is an Equal Opportunity and At-Will Employer.
