Job Details

Machine Monitoring Advisor

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. Grows profitable service labor sales and exercises disciplined expense control. Effectively engages department personnel.

Essential Functions

• Monitor incoming Diagnostic Trouble Codes and distribute as appropriate locations
• 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
• Perform remote diagnostics using Service Center and Remote Display Access (RDA)
• 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
• Quickly and accurately communicate summaries of actionable recommendations to customers in various outbound communication methods
• Create and maintain work orders with remote diagnostic segments
• 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
• 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 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
• Participate in customer clinics, field days, and related promotional events
• Tracks and manages solutions provided on a monthly basis through reports
• 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
• 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

Physical Demands

• This position requires minimal physical demands that are necessary to perform the essential functions of the position, including: talking and hearing. The employee is frequently required to stand, sit; walk, type, handle or feel; and reach with hands and arms.

Benefits:

• 401K with company match
• Health Insurance
• Paid Holiday and Paid Time Off

*Under the American with Disabilities Act, an employee must be able to perform the essential functions of this position with or without a reasonable accommodation, as well as possess the skills, experience, education and other job-related requirements necessary for the position. If an employee has a disability, the company will engage in an interactive discussion with the employee to determine if reasonable accommodation that does not create an undue hardship for the company is available.*

Requirements

Experience, Education, Skills and Knowledge:

• 3+ 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