Technical Escalation Specialist

1 month ago

Oak Bluff, Canada Enns Brothers Full time
Technical Escalation Coordinator

Enns Brothers is seeking a skilled Technical Escalation Coordinator to join our Service Department team. As a key member of our team, you will play a crucial role in establishing a knowledge center within the organization to improve product resolution cycle times.

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 by assisting in diagnosis and repair and sharing of best practices.
  • Ensures all necessary information is documented prior to submission to John Deere.
  • Coordinates cases between Technicians and John Deere factory support as needed.
  • Works with John Deere as a partner in quality to help identify emerging product quality concerns and support problem resolution.
  • Identifies, communicates and executes continuous process improvements in Service and Parts departments to ensure internal and external customer satisfaction.
  • Maintains up to date technical knowledge of engine, hydraulics, and electrical systems and repair manual schematics.
  • Assists in identifying Technical training needs or gaps by communicating with location Service Mangers / Service Advisors.
  • Maintains a positive and professional working relationship with peers, management, and support resources, with a constant commitment to teamwork and exemplary customer service.
  • Participates in Service Training programs required for the development of skills and knowledge.
  • Maintains knowledge of John Deere and competitive products.
Requirements:
  • Organizational and time management skills that support meeting deadlines, balancing multiple priorities and improving effectiveness.
  • 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.

Enns Brothers has been a proud John Deere dealership for over 60 years, providing the equipment, expertise and technology to Manitoba producers to help them sustainably get food to the tables of the world. We are located in the south end of the city, close to shopping, restaurants, gyms and right next door to Fort Whyte Alive, where you can enjoy a delicious lunch at their café or get out and explore nature on a trail walk.

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