FS Technical Communicator

 

 Technical Communicator

Department: Connected Support

Reports To: Connected Support Manager

 

Position Summary

This position is responsible for providing centralized technical assistance to internal customers on a wide range of equipment related issues and centralized remote monitoring and diagnostics to aid in maximizing our customer’s productivity and uptime, while providing increased service efficiency and incremental increases in parts and service business. Coordinate and support all interaction between service staff and John Deere DTAC. Develop and author detailed diagnostic solutions to be used by dealer technicians and other customer support personnel to diagnose and repair technical product problems.

 

Essential Functions

• Receive all technical inquiries from internal employees and provide recommendations for diagnostics, repair, parts replacement, or proper utilization of equipment on critical product problems utilizing multiple platforms for communication.
• Establish relationships with branch personnel through regular communication and visits to stores when necessitated by case complexity.
• Conduct training as necessary when requested for customer support applications.
• Coordinate and communicate all service request activities between service staff and John Deere’s Dealer Technical Assistance Center utilizing appropriate systems as directed.
• Maintain Service cases to ensure metrics associated with this role are achieved.
• Establish sense of urgency, prioritize equipment alerts received, and perform appropriate remote diagnostics.
• Then, accurately prepare a list of recommended steps to address detected abnormalities.
• Utilize appropriate technology to summarize and quickly provide recommended steps to appropriate service personnel.
• Author and organize internal solutions, repair procedures, or technical bulletins, and communicate to appropriate service department personnel.
• Participate in all required technical training to maintain or achieve OEM certifications and keep abreast of DTAC and other OEM solutions and cases to facilitate proper diagnostics.
• Partner with OEM representatives and Deere Machine Health Monitoring Center on issues related to repair and operation of equipment and critical issues on all machines.
• Stay proficient in the use of Remote Machine Monitoring and Diagnostic software applications.
• Stay proficient with Dealer Customer Support Applications.
• Operate effectively in a team through positive contributions, meeting goals and deadlines and maintaining good communication between departments and branches.
• Other duties as assigned.

 

Qualifications

• Associate degree (AA) or equivalent from two-year College or Technical School or minimum 5 years related experience and/or training or combination of each.
• Customer support and interaction experience with products, parts, and services (3-5 years).
• Journeymen level technician with at least three certifications in core product groups.

 

Knowledge, Skills, and Abilities

• Detail oriented with the ability to organize thoughts and communicate effectively.
• Strong ability to keep up in a fast-paced environment and keep organized.
• Strong computer and time management skills.
• Able to move freely on/under/around heavy equipment.
• Stoop, bend, kneel and stand for extended periods of time.

 

Benefits

• Low Deductible Medical/Dental/Vision
• 401K and Roth IRA Option Available with Match and Profit Share
• Life/AD&D
• Tuition Reimbursement
• Paid Time Off
• Volunteer Time Off
• Asset Investment
• 4Rivers Employee Discount/ ADP LifeMart Discounts
• Customized Career Path

 

Company Summary: 

Partnering with 4Rivers Equipment means becoming part of an award-winning John Deere team. With locations spanning from Fort Collins, CO to El Paso, TX, we offer the opportunity for personal and professional growth within a fun and team-oriented work environment. At 4Rivers Equipment, our mission is to enhance the lives of our customers, business partners, and employees by being "Your Working Partner."

 

4Rivers Equipment is an equal opportunity employer. We encourage candidates with disabilities to apply and are committed to providing reasonable accommodation during the application process and throughout employment. If you require any accommodation, please let us know, and we will work with you to meet your needs.

 

For Benefits, Job Description and EEO information, please review attachments. The pay rate is

commensurate with knowledge, ability, experience, and location.

Are you ready to join the 4Rivers Equipment family? Your adventure starts here! Apply now,

and let’s write the next chapter of your career together.

 

Job Req# 1718

Requisition expires on:  3/31/2025