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Technical 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 Service Department at Enns Brothers. 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.

Key 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.

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.