Product Support Representative II

Overview:

TekWissen Group is a workforce management provider throughout the USA and many other countries in the world. Our client is the brand name of Deere & Company, an American corporation that manufactures agricultural machinery, heavy equipment, forestry machinery, diesel engines, drivetrains used in heavy equipment, and lawn care equipment.

Position: Product Support Representative II

Location: Waterloo LO 50704

Duration: 24 Months

Job Type: Contract

Work Type: Onsite

Job Description:

• Provides product and customer support or training for products, services, or initiatives and drives activities to improve reliability and serviceability of products.

• Resolves advanced product problems using known information & personal knowledge.

• Identifies advanced to moderately complex problems and may need to refer some of them to higher levels for resolution.

• Locates existing information from multiple sources within Client to identify previously successful solutions to similar problems.

• Develops new solutions and provides product technical support to field teams, channel partners, customers on advanced problems; and coaches channel partners on the use of problem resolution tools.

• May participate in Product Improvement Program (PIP) development and on problem solving teams.

• Provide advanced research for Model Product Development Program (PDP) projects or product improvement programs within Product Support as requested.

• May develop and deliver technical training.

• Travels as necessary to collect failure data to provide problem definition on advanced problems.

Duties:

• Provides product or technical support to field teams, channel partners, or customers on advanced problems.

• May include implementation of reimbursement policies and may include Parts or Marketing recommendations.

• May coach channel partners in use of problem resolution tool to promote self-sufficiency.

• Prioritizes problems and researches solutions, authors and enters documentation on complex technical issues and solutions into database, or for bulletin publication.

• May participate in development and/or execution of field programs for product non-conformance (Product Improvement Programs (PIPs), Field Intro Programs (FIPs)) and/or safety programs.

• May include translation activities in non-United States locations.

• IN support of established processes, may travel to the field, or visit suppliers; to collect failure data to provide problem definition, to assist in product tests, or to collect market intelligence or competitive comparisons.

• May travel to the field to provide problem resolution on advanced problems.

• Develops and delivers training for products, services or initiatives.

• May also develop technical, promotional or marketing information and assist Marketing by representing Product Support at promotional events for branches or other channel partners.

• Participates in problem solving teams and provides advanced research for model product delivery processes or product development programs.

• May have specific responsibility for initial stock orders (ISOs) or ASSET (system that automatically orders special tools when a dealer orders a product for the first time).

• May assist in development of Parts and Service programs and pricing strategies.

• May provide work direction to contract employees or junior staff, and may enter data for budget control and track expenditures.

Your Responsibilities

• Complete and document all relevant DTAC case communication within the CCMS system

• Properly code each case with correct Diagnostic Trouble Code (DTC), part number, and Non-Conformance Corrective Action (NCCA) information to assist with emerging issue detection and Machine Health goals

• Utilize virtual tools to communicate with dealers and other stakeholders to efficiently resolve technical issues

• Lead and participate in collaborative training events to improve individual and team knowledge levels

What Skills You Need (Required skills/experiences)

• Demonstrated professional communication skills with proven results both written and oral

• Ability to work in a fast-paced environment and with metric driven results

• Demonstrated commitment to lifelong learning with the ability to understand complex systems

• Proven results demonstrating the ability to work collaboratively both in person and virtually

• Commitment to paying attention to detail and accuracy

• Ability to maintain positive outlook within a fast-paced work environment

• Willingness to travel up to 10% of time to provide problem resolution on complex issues, provide and/or receive training

What Makes You Stand Out (Desired skills/experiences)

• Experience working with CAN Communication Systems on vehicles.

• Experience with diagnosing Electrical, Hydraulic, and Mechanical systems found on off-road equipment

• Experience with Client 7R, 8R, and 9R tractors

• Experience in A&CS software systems such as Service ADVISOR , Parts ADVISOR , EID, CCMS, TIP Tool, and Tableau Dashboards

• Demonstrated ability to read and comprehend technical schematics, theory of operation, and diagnostic procedures

• Experience with technical instruction and influencing without authority

Education

• Ideally you will have a degree or equivalent related work experience in the following:

• 2- or 4-year Degree in any technical, software, business or other related fields.

TekWissen Group is an equal opportunity/affirmative action Employer (m/f/d/v) supporting workforce diversity.