Diesel Support - Technical Consultant

LS TRACTOR USA LLC•Rocky Mount, NC

17h•Onsite

About The Position

The Diesel Support - Technical Consultant assists dealers and customer support with technical questions about LS Tractor products and helps improve product-resolution cycle times for LS technicians. The role works with LS Service Managers to resolve technical service problems, improve technicians’ diagnostic and repair abilities, reduce equipment downtime and customer costs, and investigate product issues. As a member of the In-House Service Team, the position supports product functions and helps LS dealers serve customers efficiently. The consultant provides in-depth troubleshooting support for diesel engines, hydraulics, transmissions, air conditioning, electrical systems, and related equipment systems through phone, email, remote access, and other channels. The role also supports Technical Information Bulletin publication and requires clear verbal and written communication, sound judgment, and the ability to assess difficult customer situations. Computer and typing skills are needed for administrative work. This is a salaried position with an 8-hour Monday–Friday shift at the Battleboro Facility. The role may involve field-service travel up to twice a month and occasional travel to conferences and dealer locations. Work hours may be flexible or non-standard in response to seasonal agricultural demand.

Requirements

At least 5 years of diesel technical experience as a Diesel Technician, including mechanical, electrical, and hydraulic systems; LS Tractor experience preferred.
Experience with basic computer functions and computer-based diagnostic repair tools, such as the LS Diagnostic Tool (EVCI).
Advanced verbal and written communication skills for case documentation and communicating with relevant parties.
Demonstrated ability to solve problems effectively and achieve the best possible outcome for those involved.
Experience working with customers and providing customer service by phone and in writing.
Experience applying financial principles to improve service processes and performance.
Experience analyzing and interpreting data and reports.
Basic computer skills and ability to use Microsoft Office software.
Self-starter with a solutions-oriented approach and ability to identify existing and emerging customer needs.
Ability to build lasting relationships with customers and employees.
Ability to work in a demanding environment with flexible or non-standard hours based on seasonal agricultural demand.
Ability to work independently and as part of a team, and to find resources and solutions.
Willingness to continuously learn about LS products and customers.
Willingness to travel to conferences and dealer locations as needed.
Excellent communication skills.

Nice To Haves

Experience with LS Tractor products.

Responsibilities

Provide diagnostic, repair, and best-practice support to LS technicians, service managers, service advisors, shop foremen, and parts managers.
Document necessary case information and communicate it clearly and concisely.
Coordinate cases between LS dealers and the LS Quality Assurance Team as needed.
Partner with Quality Assurance and Warranty to identify emerging product-quality concerns, support resolution, and complete proper FFR documentation for internal assembly failure processes.
Assist with creating Technical Information Bulletins.
Review and share weekly case-solution reports with the appropriate team and independently manage service cases.
Use effective processes to support internal and external customer satisfaction.
Maintain current technical knowledge of engine, hydraulic, and electrical systems and repair-manual schematics.
Provide technical support to customers for LS Tractor equipment as needed.
Use the LS Diagnostic Tool, Dealer Portal, Warranty System, Parts System, remote access, and other LS Tractor resources to diagnose equipment issues proactively.
Help Parts and Quality teams identify service-related issues.
Determine whether dealer or customer issues can be resolved by phone, or coordinate service visits with the responsible LS Service Manager.
Help identify training needs or gaps by communicating with location service managers, advisors, and shop foremen.
Assist with field-service responsibilities, including travel up to twice a month.
Identify and drive continuous service and process improvements.
Prepare and analyze Service Department reports and use data to support growth and improvement.
Participate in company-sponsored training, including required Start Blue and Stay Blue Training programs.
Maintain positive, professional working relationships and demonstrate teamwork and exemplary customer service.
Support management in pursuing company policies, plans, goals, and long-term objectives.
Represent company values and maintain the company’s reputation and image in the community.
Deliver a high-level customer experience.
Maintain a clean, organized work area and follow safety rules, policies, and procedures.
Perform other assigned duties.
May work as a service trainer in the Training Department or assist service trainers.
Engage in production and team meetings, provide timely feedback, integrate team efforts, and use available resources appropriately.
Act with integrity, treat others with dignity and respect, model LS Tractor values, and meet commitments and deadlines.
Communicate effectively and professionally with internal and external parties, including through customer communication and relationship-building.
Travel to LS conferences and dealer locations as needed for occasional internal training events.

Benefits

Competitive base pay and bonus pay.
Health insurance starts on day one; employee coverage is paid 100% by LS Tractor, and 50% of dependent coverage premiums are paid by LS Tractor.
Company-paid short-term disability after 90 days.
Company-paid long-term disability after 90 days.
Company-paid basic life insurance after 90 days.
Optional dental coverage after 90 days.
Optional vision coverage after 90 days.
Optional accident insurance after 90 days.
Optional life insurance after 90 days.
Optional cancer insurance after 90 days.
Paid vacation and personal days.
11 paid holidays.
401(k) with company match after one year.