Product Support Representative II

Location: Waterloo IA
Schedule: 9 am to 6 pm Monday through Friday. Occasional overtime may be approved at manager discretion during busy seasons. Onsite 4 days per week with option for remote work 1 day per week). The manager will be flexible with the candidate to manage personal commitments as needed (ex. doctor appointments).
Travel: Up to 10% domestic travel required
Visa sponsorship is not available now or in the near future for this position.

Job Description:
Join the team at Client as a Machine Support Specialist for Large Tractors! This role involves using virtual tools to resolve technical issues leading collaborative training events and documenting communication with dealers and stakeholders.

Key Responsibilities:
Utilize virtual tools (Case and Contact Management System (CCMS)) to communicate with dealers and other stakeholders to efficiently resolve technical large tractor issues.
Lead and participate in collaborative training events to improve team dynamics as well as individual and team knowledge levels.
Complete and document all relevant DTAC (Dealer Technical Assistance Center) case communication within the CCMS system.
Properly code each case with correct Diagnostic Trouble Code (DTC) part number and NonConformance Corrective Action (NCCA) information to support downstream problem resolution activities.

Required Skills/Experience:
Demonstrated professional communication skills with proven results both written and oral.
Ability to work in a fastpaced environment and with metricdriven results.
Demonstrated commitment to lifelong learning with the ability to understand complex systems.
Proven ability to work collaboratively both in person and virtually.
Attention to detail and accuracy.
Ability to maintain a positive outlook within a fastpaced work environment.
Willingness to travel up to 10% of the time.

Desired Skills/Experience:
Experience working with CAN Communication Systems on vehicles.
Experience diagnosing Electrical Hydraulic and Mechanical systems found on offroad equipment.
Experience with Client 7R 8R and 9R tractors.
Experience utilizing Client aftermarket software systems such as ServiceCenter Service ADVISOR Parts ADVISOR CCMS and various Tableau or PowerBI dashboards and reports.
Ability to read and comprehend technical schematics theory of operation and diagnostic procedures.
Experience with technical instruction and influencing without authority.

Education:
2 or 4year Degree in any technical software business or other related fields or equivalent related work experience.

Additional Information:
Candidate will need metatarsal shoes for occasional time spent on the factory floor.
Annual training events may require travel to other Client locations (e.g. Des Moines).
May drive a Gator while inside the factory. May also drive a Tractor for training.
Manager is open to recent graduates who have a technical background in agriculture or construction equipment and experience with electrical systems hydraulic systems and/or engines.
Business casual dress code.
Cross border work is not permitted for this role.

Note from the Hiring Manager: Candidates must have technical experience and a willingness to learn. The primary responsibility is problem resolution and answering cases.