Connected Support Specialist

P&K Equipment • Edmond, OK

1d

About The Position

Connected Support Specialist -- Summary Leads the organization’s Connected Support efforts in alignment with the Aftermarket business goals to maximize service efficiency and profitability. Responsible for monitoring, distributing, and tracking Expert Alerts and JDLink™ Diagnostic Trouble Coads (DTCs) with the intent of quickly diagnosing equipment problems to minimize machine downtime. Communicates with team members and customers. Connected Support Specialist-- Essential Duties Develop, implement, and manage the organization’s Connected Support Strategy. Develop and implement execution plans for JDLink™ support, Expert Alert completion, and Proactive Machine Monitoring in alignment with aftermarket business goals. 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 initial remote diagnostics using Service ADVISOR™ Remote Display Access (RDA). Coordinate and conduct post-sale follow-up communications with customers to gain feedback and share with store locations. Assist with P&K Web Chats. Quickly and accurately communicate summaries of actionable recommendations. Create and maintain work orders with remote diagnostic segments. Maintains a clean work area and performs work in a neat and orderly fashion. Maintains current knowledge of John Deere and competitive products. Other duties as assigned by supervisor. Safety Sensitive Position Connected Support Specialist Pay & Benefits: Competitive Pay (Plus Overtime Pay) Health, Dental, Vision Insurance (Company sponsored Healthcare starts the first day of the month after you start with P&K) Zero cost health insurance available for employee. Company Paid Life Insurance 401k Match Paid Time Off & Holiday Pay (Starting Day 1 with P&K!) Safety Allowances QualificationsConnected Support Specialist Skills & Qualifications: Associate degree or relevant experience required; bachelor’s degree preferred. Ability to use standard computer software applications such as Microsoft Office (Word, Excel, etc.) and internet functions. Experience writing and speaking effectively to individuals and groups. Demonstrated outstanding customer service and communication skills. Ability to analyze and interpret basic sales reports. Safety Sensitive Position Job Specific Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to walk, set, talk, and hear; use hands and fingers to operate, handle, or feel objects, tools, or controls; reach with hands and arms; stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Requirements

• Associate degree or relevant experience required; bachelor’s degree preferred.
• Ability to use standard computer software applications such as Microsoft Office (Word, Excel, etc.) and internet functions.
• Experience writing and speaking effectively to individuals and groups.
• Demonstrated outstanding customer service and communication skills.
• Ability to analyze and interpret basic sales reports.

Responsibilities

• Develop, implement, and manage the organization’s Connected Support Strategy.
• Develop and implement execution plans for JDLink™ support, Expert Alert completion, and Proactive Machine Monitoring in alignment with aftermarket business goals.
• 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 initial remote diagnostics using Service ADVISOR™ Remote Display Access (RDA).
• Coordinate and conduct post-sale follow-up communications with customers to gain feedback and share with store locations.
• Assist with P&K Web Chats.
• Quickly and accurately communicate summaries of actionable recommendations.
• Create and maintain work orders with remote diagnostic segments.
• Maintains a clean work area and performs work in a neat and orderly fashion.
• Maintains current knowledge of John Deere and competitive products.
• Other duties as assigned by supervisor.

Benefits

• Competitive Pay (Plus Overtime Pay)
• Health, Dental, Vision Insurance (Company sponsored Healthcare starts the first day of the month after you start with P&K)
• Zero cost health insurance available for employee.
• Company Paid Life Insurance
• 401k Match
• Paid Time Off & Holiday Pay (Starting Day 1 with P&K!)
• Safety Allowances

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 11-50 employees