Agricultural Escalation Specialist

3 days ago

Oak Bluff, Canada Enns Brothers Full time
Technical Escalation Coordinator

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 crucial 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. You will also be responsible for ensuring all necessary information is documented prior to submission to John Deere.

Key responsibilities include:

  • Monitoring and managing machine alerts to create proactive repair solutions for customers.
  • Providing technical expertise to resolve critical product problems.
  • Documenting and submitting information to John Deere.
  • Coordinating cases between Technicians and John Deere factory support as needed.
  • Working with John Deere as a partner in quality to identify emerging product quality concerns and support problem resolution.
  • Identifying and executing continuous process improvements in Service and Parts departments.
  • Maintaining up-to-date technical knowledge of engine, hydraulics, and electrical systems.
  • Assisting in identifying technical training needs or gaps.
  • Maintaining a positive and professional working relationship with peers, management, and support resources.

Requirements:

  • 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.

Preferred qualifications include:

  • Completion of 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, with a demonstrated ability to consistently meet performance metrics.

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.

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