Job Summary
The Internal Technical Communicator will provide feedback on all cases created by Van Wall Technicians. Additionally, this individual will verify cases for accuracy and completeness prior to being submitted to John Deere. They will share best practices for service cases among all Van Wall locations. Also, they will help improve Technician’s diagnostic and repair abilities resulting in less downtime and reduced costs for our customers. Ideally this role will sit out of our Ames, IA facility however it can be based out of another Van Wall location within 60 miles of Ames, IA.
Essential Duties and Responsibilities
-Resource for Technicians, Service Managers, Service Advisors, and Parts Leads to help resolve critical product problems by assisting in diagnosis, repair and sharing of best practices
-Ensures all necessary information is documented with in the CCMS case prior to submission to John Deere
-Coordinates CCMS cases between Technicians and John Deere CCMS Factory Support as needed
-Maintains up to date technical knowledge of engine, hydraulics, and electrical systems and repair manual schematics
-Assists in helping to identify technical training needs or gaps by communicating with management and training coordinator
-Proactively seeks and participates in available company-sponsored training, in an effort to develop and advance knowledge base and skill set
-Responsible for delivering high level customer experience through efficient case resolution management
Position Qualifications
-5+ years of experience in Service and Parts department operations
-Experience using Service Advisor, Parts Advisor, Expert Alerts, Machine Health Dashboard, or other computer based diagnostic repair tools required
-Experience with mechanical, electrical, and hydraulic systems used in off road, construction, ag, lawn, or heavy equipment
-Communicate effectively verbally and in writing
-Experience working with customers
-High School diploma, GED, or equivalent experience required; Associates degree preferred
