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Connected Support Coordinator

GROFF TRACTOR & EQUIPMENT, INC.

PA

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JOB DETAILS
SKILLS
Communication Skills, Computer Skills, Construction, Customer Support/Service, Diagnostics Solutions/Software, Electrical Engineering, Electricity, Equipment Maintenance/Repair, Forestry, Forestry and Logging Machinery, Heavy Equipment/Vehicles, High School Diploma, Hydraulic Engineering, Identify Issues, John Deere Equipment, Machine Tool, Maintenance - Electrical, Maintenance Services, Microsoft Product Family, Mobile Plant/Equipment, Organizational Skills, Preventative Maintenance, Remote Access, Roadway Construction, Schematics, Team Player, Telephone Skills, Training Program, Vehicle Fleets
LOCATION
PA
POSTED
30+ days ago

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

About the Company

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GROFF TRACTOR & EQUIPMENT, INC.