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Posted : Sunday, January 14, 2024 04:56 PM
Are you looking for an exciting career with a leading John Deere Dealership? 21st Century Equipment is looking for qualified candidates to fill our open positions.
We are looking for an experienced individual to fill our Technical Communicator/Machine Monitor Specialist position.
Do you have a passion for precision agriculture? Are you a self-motivated, hands-on person? Do you enjoy working with production ag customer and helping to find the best solutions for the problems they are currently facing, keeping them operating at the highest level possible? Would you like to join a team of highly respected individuals who work together to provide the best service and products out there? We provide ongoing training and career advancements! Come join our team! 21st Century Equipment, LLC JOB TITLE: Technical Communicator / Machine Monitor Specialist REPORTS TO: VP - Customer Support WORKS CLOSELY WITH: Technicians, Location Managers, Service Managers, Parts Managers, Integrated Solutions Consultants, Sales Professionals and Product Specialists.
TECHNICAL COMMUNICATOR POSITION SUMMARY: Provides support within the role of Technical Communicator to address the needs required for 21st Century dealer technicians.
This position is designed to be the liaison of support between dealership technicians and factory Dealer Technical Assistance Center.
The Technical Communicator will also support internal and external customer technical support, enterprise-wide, in a call center environment.
Activities are primarily aimed at leading multiple employees focused on customer issue resolution that is accomplished by properly diagnosing the situation(s) and directing the appropriate company resources required to resolve the issue.
Additional responsibilities for planning, developing, and executing internal and external training programs for the company may also be part of this position.
Ongoing refinement of related processes and procedures for Technical Communicator operations is required.
MACHINE MONITORING SPECIALIST POSITION SUMMARY: Responsible for monitoring, distributing, and tracking Expert Alerts and JDLink™ Diagnostic Trouble Codes (DTCs) within John Deere's Enhanced Machine Health Dashboard with the intent of quickly diagnosing equipment problems to minimize machine downtime for our customers.
SPECIFIC DUTIES AND RESPONSIBILITIES: Technical Communicator Supports operations of the Technical Communicator group for multiple product lines Ensures all cases are handled with exceptional case quality and customer experience and in a timely manner Co - Manages John Deere JD Link MTG administrative and alert notification duties for the Company through CTAC operations and personnel Escalates issues of higher complexity to John Deere DTAC or other resource Communicates relevant information throughout the Company Continually refines the concept of operations for the Technical Communicator group Supports the creation of Standard Operating Procedures for the Technical Communicator / Machine Monitoring group Reports status of key operating metrics for the Technical Communicators to monitor ongoing performance Responsible for the on-going development and support of a problem resolution data base (KBase) Provide support, training and counseling to employees to ensure their professional development and success Machine Monitoring Monitor incoming Expert Alerts and distribute to appropriate party for customer contact (or perform customer contact) Monitor incoming Diagnostic Trouble Codes and distribute to appropriate party Perform remote diagnostics using Service ADVISOR™ Remote and Remote Display Access (RDA) Quickly and accurately communicate summaries of actionable recommendations Potentially create and maintain work orders with remote diagnostic segments Maintain up to date technical knowledge of engine, hydraulics, and electrical systems and repair manual schematics Maintains a positive and professional working relationship with peers, management, and support resources, with a constant commitment to teamwork and exemplary customer service May participate in Service EDUCATE Training programs required for the development of skills and knowledge Maintains a clean work area and performs work in a neat and orderly fashion Maintains current knowledge of John Deere and competitive products JOB COMPETENCIES: Be comfortable in a large group training environment Have working knowledge of current John Deere ISG products and services Understand and be proficient with John Deere Company business systems and related interdependent websites/server databases Have technical and working knowledge of current John Deere tractor, tillage, seeding, crop care, hay and forage, and harvesting products Effective communicator, listener, and customer satisfaction focused Extremely resourceful, analytical, and highly organized Innovative and goal-oriented RELEVANT EDUCATION AND EXPERIENCE: BS - Agri-Business, Engineering, or related field desired but not required Minimum 10 years John Deere Ag industry related experience, service management or call center management a plus Demonstrated experience successfully working with customers and managing people in a dynamic, fast-paced and energized work environment.
PHYSICAL REQUIREMENTS: Extensive key-boarding required Long periods of sitting BENEFITS: Competitive Pay Same day Pay (Tapcheck) Bonuses Profit Sharing Tuition Reimbursement (80% of actual Tuition, Room, Board, and Books) - Recently graduated Service Technician Tools (w/Snap-On Box) - Recently graduated Service Technician Uniforms (Free laundry service) Laptop/Phone/Company Vehicle (position depending) Medical or HSA insurance Dental Insurance Prescription Insurance Vision Insurance Life Insurance Paid Holidays Paid Time Off 401K (with company match) Parental Leave Mental Health Counseling Promotional and Transfer Opportunities Ongoing Training ***THIS COMPANY RESERVES THE RIGHT TO MODIFY, INTERPRET, OR APPLY THIS JOB DESCRIPTION IN ANY WAY THE COMPANY DESIRES.
THIS JOB DESCRIPTION IN NO WAY IMPLIES THAT THESE ARE THE ONLY DUTIES, INCLUDING ESSENTIAL DUTIES, TO BE PERFORMED BY THE EMPLYEE OCCUPYING THIS POSITION.
THIS JOB DESCRIPTION IS NOT AN EMPLOYMENT CONTRACT IMPLIED OR OTHERWISE.
THE EMPLOYMENT RELATIONSHIP REMAINS "AT WILL.
" THE AFFOREMENTIONED JOB REQUIREMENTS ARE SUBJECT TO REASONABLY ACCOMMODATE QUALIFIED DISABLED INDIVIDUALS.
*** **If a job offer is made for this position, it will be contingent upon passing a pre-employment drug test and determination of insurability for positions that require driving.
If the drug test comes back positive or you are not insurable for a position that requires driving, the job offer will be rescinded.
**
We are looking for an experienced individual to fill our Technical Communicator/Machine Monitor Specialist position.
Do you have a passion for precision agriculture? Are you a self-motivated, hands-on person? Do you enjoy working with production ag customer and helping to find the best solutions for the problems they are currently facing, keeping them operating at the highest level possible? Would you like to join a team of highly respected individuals who work together to provide the best service and products out there? We provide ongoing training and career advancements! Come join our team! 21st Century Equipment, LLC JOB TITLE: Technical Communicator / Machine Monitor Specialist REPORTS TO: VP - Customer Support WORKS CLOSELY WITH: Technicians, Location Managers, Service Managers, Parts Managers, Integrated Solutions Consultants, Sales Professionals and Product Specialists.
TECHNICAL COMMUNICATOR POSITION SUMMARY: Provides support within the role of Technical Communicator to address the needs required for 21st Century dealer technicians.
This position is designed to be the liaison of support between dealership technicians and factory Dealer Technical Assistance Center.
The Technical Communicator will also support internal and external customer technical support, enterprise-wide, in a call center environment.
Activities are primarily aimed at leading multiple employees focused on customer issue resolution that is accomplished by properly diagnosing the situation(s) and directing the appropriate company resources required to resolve the issue.
Additional responsibilities for planning, developing, and executing internal and external training programs for the company may also be part of this position.
Ongoing refinement of related processes and procedures for Technical Communicator operations is required.
MACHINE MONITORING SPECIALIST POSITION SUMMARY: Responsible for monitoring, distributing, and tracking Expert Alerts and JDLink™ Diagnostic Trouble Codes (DTCs) within John Deere's Enhanced Machine Health Dashboard with the intent of quickly diagnosing equipment problems to minimize machine downtime for our customers.
SPECIFIC DUTIES AND RESPONSIBILITIES: Technical Communicator Supports operations of the Technical Communicator group for multiple product lines Ensures all cases are handled with exceptional case quality and customer experience and in a timely manner Co - Manages John Deere JD Link MTG administrative and alert notification duties for the Company through CTAC operations and personnel Escalates issues of higher complexity to John Deere DTAC or other resource Communicates relevant information throughout the Company Continually refines the concept of operations for the Technical Communicator group Supports the creation of Standard Operating Procedures for the Technical Communicator / Machine Monitoring group Reports status of key operating metrics for the Technical Communicators to monitor ongoing performance Responsible for the on-going development and support of a problem resolution data base (KBase) Provide support, training and counseling to employees to ensure their professional development and success Machine Monitoring Monitor incoming Expert Alerts and distribute to appropriate party for customer contact (or perform customer contact) Monitor incoming Diagnostic Trouble Codes and distribute to appropriate party Perform remote diagnostics using Service ADVISOR™ Remote and Remote Display Access (RDA) Quickly and accurately communicate summaries of actionable recommendations Potentially create and maintain work orders with remote diagnostic segments Maintain up to date technical knowledge of engine, hydraulics, and electrical systems and repair manual schematics Maintains a positive and professional working relationship with peers, management, and support resources, with a constant commitment to teamwork and exemplary customer service May participate in Service EDUCATE Training programs required for the development of skills and knowledge Maintains a clean work area and performs work in a neat and orderly fashion Maintains current knowledge of John Deere and competitive products JOB COMPETENCIES: Be comfortable in a large group training environment Have working knowledge of current John Deere ISG products and services Understand and be proficient with John Deere Company business systems and related interdependent websites/server databases Have technical and working knowledge of current John Deere tractor, tillage, seeding, crop care, hay and forage, and harvesting products Effective communicator, listener, and customer satisfaction focused Extremely resourceful, analytical, and highly organized Innovative and goal-oriented RELEVANT EDUCATION AND EXPERIENCE: BS - Agri-Business, Engineering, or related field desired but not required Minimum 10 years John Deere Ag industry related experience, service management or call center management a plus Demonstrated experience successfully working with customers and managing people in a dynamic, fast-paced and energized work environment.
PHYSICAL REQUIREMENTS: Extensive key-boarding required Long periods of sitting BENEFITS: Competitive Pay Same day Pay (Tapcheck) Bonuses Profit Sharing Tuition Reimbursement (80% of actual Tuition, Room, Board, and Books) - Recently graduated Service Technician Tools (w/Snap-On Box) - Recently graduated Service Technician Uniforms (Free laundry service) Laptop/Phone/Company Vehicle (position depending) Medical or HSA insurance Dental Insurance Prescription Insurance Vision Insurance Life Insurance Paid Holidays Paid Time Off 401K (with company match) Parental Leave Mental Health Counseling Promotional and Transfer Opportunities Ongoing Training ***THIS COMPANY RESERVES THE RIGHT TO MODIFY, INTERPRET, OR APPLY THIS JOB DESCRIPTION IN ANY WAY THE COMPANY DESIRES.
THIS JOB DESCRIPTION IN NO WAY IMPLIES THAT THESE ARE THE ONLY DUTIES, INCLUDING ESSENTIAL DUTIES, TO BE PERFORMED BY THE EMPLYEE OCCUPYING THIS POSITION.
THIS JOB DESCRIPTION IS NOT AN EMPLOYMENT CONTRACT IMPLIED OR OTHERWISE.
THE EMPLOYMENT RELATIONSHIP REMAINS "AT WILL.
" THE AFFOREMENTIONED JOB REQUIREMENTS ARE SUBJECT TO REASONABLY ACCOMMODATE QUALIFIED DISABLED INDIVIDUALS.
*** **If a job offer is made for this position, it will be contingent upon passing a pre-employment drug test and determination of insurability for positions that require driving.
If the drug test comes back positive or you are not insurable for a position that requires driving, the job offer will be rescinded.
**
• Phone : NA
• Location : Ogallala, NE
• Post ID: 9004017087
