United Ag & Turf · 5 months ago
Technical Specialist
Van Alstyne, TX
Full-time
Onsite
Senior Level
5+ years expUnited Ag & Turf is focused on optimizing service department processes to ensure customer satisfaction. The Technical Specialist will manage technical service operations, assist technicians in problem-solving, and engage department personnel to maximize service labor sales while maintaining disciplined expense control.
Machinery ManufacturingManufacturingRetail
Responsibilities
Develops, communicates, enforces and monitors effective Technical Service processes to ensure internal and external customer satisfaction
Develops and executes Technical Service usage and monitors monthly to ensure achievement of departmental goals
Participate in customer clinics, field days, and related promotional events
Schedules and assigns jobs and work load and work areas to employees in the Technical Services according to their skills and knowledge
Tracks and manages solutions provided on a monthly basis through reports
Ensures all departmental tools, equipment, and vehicles are in good working order
Manages recruiting, staffing and employee development activities for employees reporting to this position
Solutions based problem solving for technicians in various functions such as Machine Monitoring, Technical Coordinator and support via text, phone calls, and e-mails on technical problems
Provide JDLink™ support, evaluate JDLink™Alerts, and create Work Orders as needed
Manage the Expert Alert program for all locations, create Work Orders based on Expert Alerts received or communicate Expert Alert information to responsible Service Departments as required
Manage the Machine Dashboard tool, proactively monitor incoming diagnostic trouble codes (DTCs) on the Machine Dashboard and create Work Orders or communicate DTC information to responsible Service Departments as required
Utilizes Service Advisor Remote™, Remote Display Access, DTAC/CCMS, and other John Deere resources to proactively diagnose equipment issues
Resource for Technicians, Service Managers/Service Advisors and Parts Leads to help resolve critical product problems by assisting in diagnosis and repair and sharing of best practices
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
Identifies, communicates and executes continuous process improvements in Service and Parts departments to ensure internal and external customer satisfaction
Provide Technical Support for customers about John Deere Equipment
Determine whether customer issues can be resolved over the phone, or coordinate with responsible Service department to create work orders and set up service calls
Perform various outbound aftermarket calling campaigns (i.e. Service Inspection Signups)
Work additional hours during seasonally busy times, some weekend shifts as required
Support management in the pursuit of corporate policies, plans, goals, and long-term objectives
Maintains up to date technical knowledge of engine, hydraulics, and electrical systems and repair manual schematics
Assists in identifying Technical training needs or gaps by communicating with location Service Mangers / Service Advisors
Foster a great place to work environment, encouraging accountability, open communication, teamwork, and a commitment to serving the customer
Follow all safety rules and regulations while performing work assignments and adhere to all policies and procedures as specified in company manuals and as directed in the employee handbook
Proactively seek and participate in available company-sponsored training, in an effort to develop and advance knowledge base and skill set
Maintain a positive and professional working relationship with peers, management, and support resources, with a constant commitment to teamwork and exemplary customer service
Ensure that company’s reputation and image in the community is consistent with company Core Values
Qualification
Required
5+ years experience in Service Department operations
Demonstrated outstanding customer service and communication skills
Proven experience solving problems effectively with best possible outcome for all involved
Experience using computer software such as Microsoft Office, Dealer Business System and internet based systems
Experience with the mechanical, electrical and hydraulic systems used in off road, construction, lawn, or heavy equipment
Experience working with customers
Ability to write and speak effectively to individuals and groups
Familiar with John Deere and competitive products
Ability to analyze and interpret internal reports
Ability to work extended hours and weekends as needed
High School Diploma or equivalent experience
Benefits
401K with company match
Health Insurance
Paid Holiday and Paid Time Off
Company
United Ag & Turf
United Ag & Turf is a machinery manufacturing company.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2018-06-04Debt Financing
Leadership Team
Clint Tillison
Chief Operating Officer
Brad Dierlam
Chief Human Resources Officer
Recent News
Farm Equipment
2023-12-25
2022-01-10
Company data provided by crunchbase