Technical Escalation Coordinator
Enns Brothers
- Oak Bluff, MB
- Permanent
- Full-time
- 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.
- 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.
- 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.