Connected Support Coordinator

Purpose:

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

Key Responsibilities:

• 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
• Creating Tickets using our phone system and our Machine Monitoring Tracking Tools.
• Account Creation and Management of Customer Digital Tool Accounts and Maintenance.
• Monitoring of Preventative Maintenance for Customer Machines and for Dealer Rental Fleet.
• 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 Technician 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

Experience, Education, Skills and Knowledge:

• High School Diploma, GED, or equivalent experience
• 3+ years' experience of basic service repairs and diagnostics, specifically mechanical, electrical and hydraulic systems for Construction, Forestry, and Mobile Equipment highly preferred
• Demonstrated outstanding customer service and communication skills
• Experience with basic computer functions such as Microsoft Tools; experience using Deere systems preferred
• Experience writing and speaking effectively to individuals and groups
• Experience with the mechanical, electrical and hydraulic systems used in on road, off road, construction, forestry, ag, or heavy equipment