Machine Monitoring & Technical Support Specialist

Location: All Locations
Type of Employment: Full-Time

Premier Equipmentis a full-service John Deere dealership specializing in agriculture, lawn and commercial grounds care and compact construction equipment. With heritage dating back to the 1950's, our organization has grown through the decades bringing to life John Deere's commitment to customers of quality and innovation.

Premier proudly serves Southern Ontario with 10 locations (Alliston, Ayr, Elmira, Listowel, Ospringe, Tavistock, Smithville, Norwich, Hagersvilleand Stouffville), offering a robust parts inventory and over 90 technicians able to provide service and maintenance. Our Purpose statement is “To be the best part of our customer’s day by improving their business and lifestyle.”

We appreciate that customers have many options when it comes to who they select to meet their equipment and service needs – be it for their business (farm, landscape or compact construction) or for their lifestyle (lawn, garden, home and workshop). When customers call on Premier Equipment it is because they have a problem or need they require assistance with – could be an equipment or technology need, or a repair or service need. Whatever the circumstance, we challenge our staff to be the “best part of our customer’s day” by effectively providing them with quality products and exceptional service to meet needs and make their business more productive or their tasks around their home or property more efficient or enjoyable.

We offer competitive wages, a competitive benefits package, RSP matching andProfit Sharealong with many other perks. As an essential business, we offer secure employment with an engaging team atmosphere!

It's an exciting time to join Premier - Come Grow With Us!

Purpose:

Responsible for monitoring, distributing, and tracking Expert Alerts and JDLink™ Diagnostic Trouble Codes (DTCs) with the intent of quickly diagnosing equipment problems to minimize machine downtime. Establishes a knowledge center within the dealer organization to improve product resolution cycle times. Enables improved communication, sharing of best practices among all servicing locations, and works with Service Managers/Service Coordinators to help solve problems. Helps to improve Technician’s diagnostic and repair abilities resulting in less downtime and reduced costs for our customers. Conducts preliminary investigations into machine problems using CCMS, Machine Dashboard, Expert Alert information, external information sources, previous experiences, and knowledge of machine systems.

Responsibilities

• Monitors incoming Expert Alerts and distributes them to the appropriate party for customer contact (or performs customer contact).
• Monitors incoming Diagnostic Trouble Codes and distributes them to the appropriate party.
• Performs remote diagnostics using Service ADVISOR™ Remote and Remote Display Access (RDA).
• Quickly and accurately communicates summaries of actionable recommendations.
• Creates and maintains work orders with remote diagnostic segments.
• Resource for Technicians, Service Managers/Service Coordinators, and Service Leads to help resolve critical product problems by assisting in diagnosis and repair, along with sharing of best practices.
• Assists with CCMS cases between Technicians, Technical Communicators and John Deere CCMS factory support as needed.
• Ensures all necessary information is documented within the CCMS case prior to submission to John Deere.
• 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 department to ensure internal and external customer satisfaction.
• Opens work orders and provides estimated labor and parts requirements, when possible, for technicians to resolve issues.
• 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 Managers/Service Coordinators.
• Maintains a positive and professional working relationship with peers, management, and support resources, with a constant commitment to teamwork and exemplary customer service.
• Ensures that the company’s reputation and image in the community is consistent with company core values.
• Follows all safety rules and regulations while performing work assignments.
• Maintains knowledge of John Deere and competitive products.

Experience, Education, Skills, and Knowledge

• 3+ years of experience performing service repairs and diagnostics, specifically mechanical, electrical, and hydraulic systems; agricultural and turf equipment preferred; demonstrated experience consistently meeting performance metrics preferred.
• 5+ years of experience in Service and Parts department operations preferred.
• Demonstrated outstanding customer service and communication skills.
• Experience with basic computer functions; experience using Service ADVISOR™, Parts ADVISOR™, or other computer-based diagnostic repair tools preferred.
• Experience writing and speaking effectively to individuals and groups.
• Experience with the mechanical, electrical, and hydraulic systems used in off-road, construction, lawn, or heavy equipment.
• Experience analyzing and interpreting data and reports.
• High School Diploma, Licensed Ag Tech, JDtech, or equivalent experience required.

At Premier Equipment, we are committed to fostering an inclusive, accessible work environment, where all employees feel valued, respected and supported. We offer accommodation for applicants with disabilities as part of its recruitment process. If you are contacted to arrange for an interview, please advise us if you require an accommodation.