Machine Monitoring Specialist

To fulfill Pattison Agricultures’ vision of GROWING, CONNECTING AND EVOLVING we are looking for a Machine Monitoring Specialist to work out of one of our locations. Remote work would be considered for the right candidate.

The successful candidate will provide centralized service support functions. Primary: Manages Expert Alerts, DTC’s, Machine Health Dashboard, and tooling. Secondary: Job Code administration and Technical Communicator on a fill-in basis. This allows Service Departments to serve customers while increasing Customer Satisfaction and Service Department profitability more effectively.

Responsibilities

This individual’s responsibilities include:

Machine Monitoring (primary duty):

• Manages Expert Alerts for all locations, verify Expert Alert accuracy through customer contact, create Work Orders based on lert received and communicate Expert Alert information to responsible Service Departments as required. Track Expert Alert to closure.

• Manages Diagnostic Trouble Codes (DTC’s) through Machine Health dashboard Critical and High DTC’s on specified machines. Verify DTC accuracy through customer contact, create Work Orders based on DTC and communicate DTC information to responsible Service Departments as required. Track DTC initiated repairs to closure.

• Utilizes Service Advisor Remote, Remote Display Access, Dealer Technical Assistance Center (DTAC)/Contact Case Management System (CCMS) and other John Deere resources to verify Expert Alert/DTC accuracy.

• Remotely pushes required equipment software as needed working with customers and Service Departments to guarantee success.

• Ensures JD metrics of Machine Health Monitoring exceed goals.

• Monitors Modular Telematics Gateway (MTG) movement within and out of organization.

Manages movement of MTG’s and equipment dealer responsibility in and out of organization as required.

• Work additional hours during peak periods, some weekend, shift and scheduled on-call is required.

Tool Management (primary duty):

• Manages NMQ Tooling needs all locations.

Manages manufactured tooling requirements, works with locations and outside vendors to ensure weight bearing tooling and lifting devises meets OHS standards (engineered drawings).

• Monitors Connected Crane alerts and reports to locations and Pattison AG Safety Manager.

Technical Communicator (secondary duty):

• Assists when required Technical Communicator as a resource for Technicians, Service Managers/Service Team Leads/ Shop Foreman and IS to help resolve critical product problems by assisting in diagnosis and repair and sharing of best practices.

• Assists when required, Technical Communicator Monitors locations DTAC case status and advises Service and IS Departments of needed action.

• Ensures all necessary information is documented within the CCMS case prior to

submission to John Deere.

• Coordinates CCMS cases between Technicians and John Deere CCMS factory support as needed.

• Works with John Deere as a partner in quality to help identify emerging product quality concerns and support problem resolution.

• Assists Technical Communicator in proactively communicating machine issues, repair solutions and Service Advisor updates to Service and IS Departments.

• Assists in training of staff in CCMS/DTAC use.

• Work additional hours during peak periods, some weekend, shift and scheduled on-call is required.

Standard Job Pricing (secondary duty):

• Assists when Required, Job Code Administrator in creating, maintaining, and monitoring Standard Job Pricing database in Expert Services for all product lines.

• Assists when required, Job Code Administrator in training of staff in job code use and Expert Service use.

• Assists when required, Job Code Administrator in building and pricing of service

packages for SVAP/JD Quote sale.

• Assists when required, Job Code Administrator in building ValueMax inspections both in and out of Expert Services.

Requirements

This would be an ideal position if you have:

Demonstrated outstanding customer service and communications skills.

• Proven experience solving problems effectively.

• Experience using computer software such as Microsoft Office, Dealer Business System, and internet-based systems.

• Ability to self-manage.

• Ability to write and speak effectively to individuals and groups.

• Ability to analyze and interpret internal and external reports.

• Valid driver’s license required

5 + years’ experience in Ag dealership operations with a technical background.

• Understanding of Connected Support and the tools utilized.

Why join us?

We have excellent benefits, competitive wages, in-house training and learning opportunities. With over 18 locations across Saskatchewan and Manitoba, we have endless opportunities for you to GROW and develop your career

---