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The Technical Service Center Manager at Revels Turf & Tractor is a pivotal role responsible for overseeing the daily operations of customer and product support functions. This position is integral to ensuring that customers receive timely and effective technical support for John Deere and various Allied equipment. The manager will be expected to perform all duties in accordance with Revels' policies and procedures, ensuring a high standard of service delivery. In this role, the manager will review and open work orders from service requests, providing technical support to customers and overseeing the workflow of mobile service technicians. This includes assigning and scheduling technicians to work orders, coordinating their work schedules, and providing JDLink™ support. The manager will also evaluate JDLink™ Alerts and utilize various John Deere resources such as Service Advisor Remote™, Remote Display Access, and DTAC/CCMS to proactively diagnose equipment issues. The Technical Service Center Manager will be responsible for determining whether customer issues can be resolved over the phone or if they need to be escalated to the responsible service department for further action. Additionally, the manager will handle customer communications, including answering phone calls and returning messages, and may participate in outbound aftermarket calling campaigns. The role may also involve reviewing and completing work orders as needed and participating in Service EDUCATE Training programs to enhance skills and knowledge.
