Support Specialist

6 months ago

Humboldt, Canada Pattison Agriculture Limited Full time

To fulfill Pattison Agricultures’ vision of GROWING, CONNECTING AND EVOLVING we are looking for a Support Specialist - Service. The primary role of the Support Specialist - Service will be to assist in supporting centralized Customer and Product Support functions allowing Service Departments to serve customers more efficiently. This by working with a group of remote Aftermarket specialists in providing call support for all locations during extended hours, weekends, holidays, and overflow volume during the day.

**Responsibilities**:
**This individual’s responsibilities include**:Remote Support Duties (primary)**:

- Assist in the set up and maintenance of our call ticketing system within Service.
- Work regular and extended hours to supporting our locations Service Departments by answering and managing phone calls, providing basic service solutions to customers. Pushing requests for repair solutions to relevant Service Department through ticketing system.
- Provide locations support on after hours on workorder initiation for technician’s and technician dispatch.
- Assist in marketing initiatives from Corporate Management down to the customer.


**Connected Support (secondary)**:

- Assist Machine Monitoring Specialist in management of Expert Alerts for all locations, verify Expert Alert accuracy through customer contact, create Work Orders based on Alert received and communicate Expert Alert information to responsible Service Departments.
- Assist Machine Monitoring Specialist in management of DTC’s (diagnostic trouble codes) through Machine Health dashboard Critical and High DTC’s on specified machines. Verify DTC accuracy through customer contact, create Work Orders based on DTC and communicate DTC information to responsible Service Departments as required.
- Utilize Service Advisor Remote, Remote Display Access, Dealer Technical Assistance Center (DTAC)/Contact Case Management System (CCMS) and other John Deere resources to verify Expert Alert/DTC accuracy.

**Standard Job Pricing (shared duties)**:

- With direction from Job Code Administrator, maintain Standard Job Pricing database in Expert Services for all product lines.
- Work with Job Code Administrator on creation of needed Standard Job Pricing requests.
- With direction from Job Code Administrator, build and prices service packages for SVAP/JD Quote sale.
- With direction from Job Code Administrator, build and pricing of Service marketing promos.
- With direction from Job Code Administrator, build ValueMax inspections in Expert Services.

**Requirements**:
**This would be an ideal position if you have**:

- 4+ years’ experience in a John Deere Service Department operations or Parts Department operations with a strong technical understanding.
- Experience with the mechanical, electrical, and hydraulic systems used in agricultural equipment, John Deere preferred.
- Demonstrated outstanding customer service and communication skills.
- Experience solving problems effectively with the best possible outcome for all involved.
- Experience with computer functions; experience using John Deere systems preferred.
- Experience writing and speaking effectively to individuals and groups.
- Experience analyzing and interpreting reports.
- Strong teamwork aptitude.
- Have excellent interpersonal skills for working with 18 Service departments.
- Multi-tasking.
- Ability to work flexible or extended hours, weekends, and holidays.
- Valid Driver’s License required.

Why join us?
We have excellent benefits, competitive wages, in-house training and learning opportunities. With over 18 locations across Saskatchewan and Manitoba, we have endless opportunities for you to GROW and develop your career

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