Agricultural Technical Specialist

7 days ago

Oak Bluff, Canada Enns Brothers Full time
Technical Escalation Coordinator

We are seeking a skilled Technical Escalation Coordinator to join our Service Department at Enns Brothers, a proud John Deere dealership with over 60 years of experience in Manitoba's agriculture industry.

This role supports our Service Department by establishing a knowledge center to improve product resolution cycles. The successful candidate will work closely with our technicians, service managers, and parts leads to resolve critical product problems, share best practices, and ensure all necessary information is documented.

Key Responsibilities:

  • Monitor and manage machine alerts to create proactive repair solutions for customers.
  • Resource for technicians, service managers/service advisors, and parts leads to help resolve critical product problems.
  • Ensure all necessary information is documented prior to submission to John Deere.
  • Coordinate cases between technicians and John Deere factory support as needed.
  • Work with John Deere as a partner in quality to identify emerging product quality concerns and support problem resolution.
  • Identify, communicate, and execute continuous process improvements in Service and Parts departments.
  • Maintain up-to-date technical knowledge of engine, hydraulics, and electrical systems and repair manual schematics.
  • Assist in identifying technical training needs or gaps by communicating with location service managers/service advisors.
  • Maintain a positive and professional working relationship with peers, management, and support resources.

Required Skills:

  • Organizational and time management skills to support meeting deadlines and balancing multiple priorities.
  • Ability to focus on established procedures and processes for problem-solving.
  • Experience in identifying opportunities and challenges through research and asking questions.
  • Strong documentation skills.
  • Excellent customer service and customer relationship management skills.
  • Keying 40wpm, familiar with Microsoft Office products, and good understanding of search tools.

Required Experience:

  • Completed an Agricultural/Heavy Duty Mechanic or Automotive Apprenticeship or equivalent training and experience.
  • Experience with the mechanical, electrical, and hydraulic systems used in agricultural, off-road, construction, lawn, or heavy equipment.
  • 5+ years of experience in Service and Parts department operations; demonstrated experience consistently meeting performance metrics preferred.

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