Department: Integrated Solutions 

Reports to: Customer Support Manager

Supervises: None

Purpose:

Support the Dealership and Customers on all products with advanced technologies and integrated services, including new products enabled by John Deere FarmSight. Work with all dealership departments to support and sell products and services to customers by sharing expertise, training employees and customers on the products and / or services and their applications. Assist Customers in optimizing their products, utilizing the technology they own to get all the benefits from these products. The focus of these products and services will be to help the customer achieve more uptime, be more productive, more efficient and overall, more profitable.

• Become the product expert on all pieces of equipment involving technology (AMS) (past, present or future) and /or services offered through the John Deere FarmSight initiative.
• Be able to make adjustments and recommendations to optimize the product.
• Be the product expert on non-equipment technologies that affect customers such as JD Link, Service ADVISOR Remote and future products.
• Execute John Deere FarmSight Solutions (Machine Optimization, Logistics Optimization and Agronomic Decision Support).
• Assist in the execution of all facets of the JD Link including insuring the correct setup and develop others in the dealership to perform the required tasks to maintain customer uptime.
• Assist in executing all aspects of the LandMark Uptime program in the JD Link package. Especially those related to customer training on the JD Link Website.
• Provide feedback regarding information related to meeting the needs of the customers in our AOR in relation to future integrated solutions product offerings.
• Promote integrated solutions products and services to customers.
• Assist in maintaining customer mailing lists related to integrated solutions products and customer clinics.
• Support and be knowledgeable on APEX and any future activation enhancements.
• Assist with transferring data to JD Crop Insurance Reporting from APEX as needed.
• Train customers and employees on the proper methods of transferring data and setup information from the office to the computer and vice versa.

• Operate the AMS Help Line – On an as needed basis when the Integrated Solutions Coordinator is absent.
• Field customer calls and drive them to resolution, either via phone, a technology enabled method, in person, other employees/departments or etc.
• Follow-up with customer issues proactively
• Perform on-site repairs and/or software updates for customers on any technology related pieces of equipment. Involve the Service Department as required.
• Turn in your time, materials and description of any billable service work that has been performed to the Service Department in a timely manner for customer labor, warranty or product improvement programs.
• Possess an expert skill level in the use of DTAC, Service ADVISOR, and other programs to assist in problem resolution.
• Assist salesmen by training them to sell the correct product, make the right recommendations, provide customer training, customer follow-up, proper setup/operation, utilize the tools available to them, evaluate used AMS equipment correctly and achieve the correct margins on the products sold.
• Be able to assist and train the Sales Department to perform effective demonstrations of these products, and make sure demonstrations are being completed.
• Assist the service department by training all Service employees to understand all of the tools available to them to help diagnose issues and keep customers in the field, how to properly install, setup and operate all technology based products and proactively inform them of new solutions available.
• Proactively identify and contact customers requiring a solution.
• Assist the Parts Department by training all Parts employees to understand all of the tools available to them to help customers get the right part. Also help familiarize the Parts employees with the products and their operation.
• Assist in helping managing the right AMS whole goods inventory via providing feedback for early order programs and sales estimations
• Assist the Parts Departments by recommending stocking/inventory requirements for solution enablement.
• Assist in the management of new and used equipment by making sure all pieces that are not sold or are for demo are returned to the Corporate Office for stock and reconditioning.
• Assist in the management of the Secured Base Station RTK Network ensuring all customers are entered in the right base stations correctly.
• Ensure accurate information regarding the customer’s utilizing the RTK base stations so that billing and service are accurate.
• Assist in maintaining current and accurate information regarding each RTK base stations.
• Perform required RTK base station maintenance to ensure they are as reliable as possible.
• Be directly involved and responsible for the placement and construction of new RTK base stations.
• Assist and provide back up to other CT Specialists and other locations as needed
• Be one of the leads in developing and delivering the correct content at Customer Clinics, EXPOs and other shows / events.

• Attend applicable training events / seminars that will further develop your knowledge of the business.
• Continually provide training to employees internally on products, services and processes.
• Support the adoption of new technologies and product offerings.
• Support on-going AMS mainstreaming within the dealership
• Maintain Company pickup stocked with the correct tools and parts to adequately service customers.

     

Qualifications

Experience, Education, Skills and Knowledge:

• Prior work experience in an agriculture-related field
• Ability to lead and work with others
• Ability to operate with a solutions approach and identify existing/emerging customer needs
• Communicate well via email
• Solid organizational, interpersonal, analytical and communication skills
• Ability to work flexible / extended hours during busy times
• Ability to travel to other stores, customers or to training as needed
• Ability to speak and write effectively one-on-one and in groups
• Ability to present to groups and train others
• Ability to use standard desktop load applications such as Microsoft Office and internet functions
• Understanding of technical information, ability to diagnosis issues and read schematics
• Proficient knowledge of electrical / electronic / wireless communication systems
• Bachelor Degree or equivalent experience preferred
• Familiar with John Deere and competitive products