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Technical Escalation Specialist

2 months ago

Oak Bluff, Canada Enns Brothers Full time

About the Role:

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

Key Responsibilities:

  • Monitor and manage machine alerts to create proactive repair solutions for customers.
  • Provide technical support and guidance to Technicians, Service Managers/Service Advisors, and Parts Leads to 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.
  • Collaborate with John Deere as a partner in quality to identify emerging product quality concerns and support problem resolution.
  • Identify and execute continuous process improvements in Service and Parts departments to ensure internal and external customer satisfaction.
  • 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, with a constant commitment to teamwork and exemplary customer service.
  • Participate in Service Training programs required for the development of skills and knowledge.
  • Maintain 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.

Preferred Qualifications:

  • 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.