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Agricultural Escalation Specialist

2 months 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 monitoring and managing machine alerts to create proactive repair solutions for customers.

In this role, you will have the opportunity to work closely with John Deere factory support to identify emerging product quality concerns and support problem resolution. Additionally, you will be responsible for maintaining up-to-date technical knowledge of engine, hydraulics, and electrical systems and repair manual schematics.

As a Technical Escalation Coordinator, you will be an integral part of our team, working closely with peers, management, and support resources to provide exemplary customer service. You will also participate in Service Training programs to develop your skills and knowledge.

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 Requirements:

  • 5+ years of experience in Service and Parts department operations; demonstrated experience consistently meeting performance metrics

Enns Brothers is a proud John Deere dealership with over 60 years of experience serving Manitoba producers. We provide the equipment, expertise, and technology to help them sustainably get food to the tables of the world. If you are a skilled Technical Escalation Coordinator looking for a challenging and rewarding role, we encourage you to apply.