Technical Escalation Coordinator

3 weeks ago

Oak Bluff, Canada Enns Brothers Full time

We are looking for a new team member with a mechanical background and strong diagnostic skills.  This opportunity may be a great fit for a senior mechanic/technician looking to take a step back from “pulling wrenches” while still sharing their expertise and problem-solving abilities.  Be a part of this thriving industry and grow personally and professionally in our fast-paced environment.  We will provide training and mentorship to accelerate your acquisition of new skills.

Come join a team of dedicated professionals in Manitoba’s best growth industry – Agriculture Enns Brothers has been a proud John Deere dealership for more than 60 years. We provide the equipment, expertise and technology to Manitoba producers to help them sustainably get food to the tables of the world.

What is a Technical Escalation Coordinator? Good question  This position supports our Service Department by establishing a knowledge center within the organization to improve product resolution cycle times.   You will be working to improve Technician’s diagnostic and repair abilities resulting in less downtime and reduced costs for our customers. 

As a bonus - we are located in the south end of the city, close to shopping, restaurants, gyms and right next door to Fort Whyte Alive, where you can enjoy a delicious lunch at their café or get out and explore nature on a trail walk. 

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.


Required Skills
  • 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.


Required Experience
  • Has completed an Agricultural/Heavy Duty Mechanic or Automotive Apprenticeship or equivalent training and experience (Familiarity with agricultural equipment would be a definite asset)
  • 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.
  • 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.

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