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Agricultural Escalation Specialist

2 months ago

Oak Bluff, Canada Enns Brothers Full time
{"title": "Technical Escalation Coordinator", "description": "Role Overview

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

Your primary responsibility will be to support our Technicians, Service Managers/Service Advisors, and Parts Leads in resolving critical product problems by assisting in diagnosis and repair, as well as sharing best practices.

Key responsibilities include:

  • Monitoring and managing machine alerts to create proactive repair solutions for customers.
  • Providing technical expertise to resolve complex product issues.
  • Ensuring all necessary information is documented prior to submission to John Deere.
  • Coordinating cases between Technicians and John Deere factory support as needed.
  • Working with John Deere as a partner in quality to help identify emerging product quality concerns and support problem resolution.
  • Identifying, communicating, and executing continuous process improvements in Service and Parts departments to ensure internal and external customer satisfaction.
  • Maintaining up-to-date technical knowledge of engine, hydraulics, and electrical systems and repair manual schematics.
  • Assisting in identifying technical training needs or gaps by communicating with location Service Managers/Service Advisors.
  • Maintaining a positive and professional working relationship with peers, management, and support resources, with a constant commitment to teamwork and exemplary customer service.
  • Participating in Service Training programs required for the development of skills and knowledge.
  • Maintaining knowledge of John Deere and competitive products.
Requirements

To be successful in this role, you will need:

  • 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.

Additionally, you will need:

  • Has 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.

We offer a dynamic work environment, opportunities for growth and development, and a competitive compensation package. If you are a motivated and detail-oriented individual with a passion for technical problem-solving, we encourage you to apply for this exciting opportunity.

", "lang_code": "en-US"}