Location: All Locations
Type of Employment: Full-time
Position Specifics
Department: Service
Reports to: Director of Operations
Purpose
Establishes a knowledge center within the dealer organization to improve product resolution cycle times. Enables improved communication, sharing of best practices among all servicing locations. Works with the Service Managers/AMA’s to improve Technician’s diagnostic and repair abilities resulting in less downtime and reduced costs for our customers. Conducts preliminary investigations into machine problems using CCMS, Machine Dashboard and Expert Alert information, external information sources, previous experiences and knowledge of machine systems. 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
- Resource for Technicians, Service Managers/AMA’s 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
- Monitor incoming Expert Alerts and Diagnostic Trouble Codes and perform customer contact
- Perform remote diagnostics using Service ADVISOR™ Remote and Remote Display Access (RDA)
- Quickly and accurately communicate summaries of actionable recommendations
- Create and maintain work orders with remote diagnostic segments
- Maintains up to date technical knowledge of engine, hydraulics, and electrical systems and repair manual schematics
- Assists in identifying Technical training needs or gaps
- May participate in Service EDUCATE Training programs required for the development of skills and knowledge
- Maintains knowledge of John Deere and competitive products
Experience, Education, Skills and Knowledge
- 3+ years experience performing service repairs and diagnostics, specifically mechanical, electrical and hydraulic systems; agricultural and turf equipment preferred
- Experience with basic computer functions; experience using Service ADVISOR™, Parts ADVISOR™, or other computer based diagnostic repair tools preferred
- Experience with the mechanical, electrical and hydraulic systems used in off road, construction, lawn, or heavy equipment
- Experience communicating effectively
- Experience working with customers
- Experience analyzing and interpreting data and reports
- High School Diploma, GED, or equivalent experience
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