Connected Support Coordinator
About The Position
The Connected Support Coordinator is responsible for monitoring, distributing, and tracking Expert Alerts and JDLink™ Diagnostic Trouble Codes (DTCs). The primary goal is to quickly diagnose equipment problems to minimize machine downtime. This role involves performing remote diagnostics, communicating actionable recommendations, and managing customer digital tool accounts and preventative maintenance for customer machines and the dealer rental fleet. The coordinator must maintain up-to-date technical knowledge of various systems and products, while fostering positive professional relationships and committing to teamwork and customer service.
Requirements
- High School Diploma, GED, or equivalent experience
- Demonstrated outstanding customer service and communication skills
- Experience with basic computer functions such as Microsoft Tools
- 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
Nice To Haves
- 3+ years’ experience of basic service repairs and diagnostics, specifically mechanical, electrical and hydraulic systems for Construction, Forestry, and Mobile Equipment
- Experience using Deere systems
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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
