Machine Support Specialist - Combines and FEE, Harvester Works

Machine Support Specialist - Combines and FEE

Primary Location: United States (US) - Illinois - East Moline Function: Customer Experience (CA) Title: Machine Support Specialist - Combines and FEE, Harvester Works - 124041 Onsite/Remote: Onsite Position

Your Responsibilities

As a Machine Support Specialist - Combines and FEE, Harvester Works for JD Harvester Works located in East Moline, IL, you will:

Develop in-depth technical knowledge of Combines and Front-End Equipment and provide timely responses to Dealer Technical Assistance Center (DTAC) cases.

Combine practical experience with machine telematics data and analytics to develop dealer alerts that help predict, prevent, and resolve machine issues and reduce dealer diagnostic time.

Collect and analyze data from different sources (DTAC, machine telematics data, warranty, customer surveys, etc.) to support the problem resolution/corrective action process and develop reporting tools to communicate machine insights to factory and field stakeholders.

Travel to customer and/or dealer locations to investigate product issues and provide resolution to in-field problems that dealers and other functions within the company cannot resolve.

Plan, develop, and deliver technical training for field teams and channel partners.

What Skills You Need

Experience using technical and analytical skills to detect, diagnose, and resolve complex machine issues, particularly with hydraulic and electrical systems

Experience in decision making and driving high levels of customer satisfaction

Functional (in-field) experience with agricultural or off-road equipment

Ability to influence without authority

Effective communication skills (both written and verbal)

Experience developing and presenting training material

Ability and willingness to work off-shift hours as needed and travel up to 50% during machine use season

What Makes You Stand Out

Excellent communicator, who thrives on solving problems and working in a team environment

Product knowledge and functional experience with John Deere Combines and Front-End Equipment

Experience with Dealer Technical Assistance Center (DTAC) processes and Case and Contact Center Management System (CCMS)

Experience using Service ADVISOR to diagnose and resolve machine technical issues

Knowledge of dealer channel and dealer service capabilities

Knowledge of John Deere tractors and/or Intelligent Solutions Group (ISG) applications as they apply to planting, seeding, and tillage equipment

Experience with the Non-Conformance Corrective Action (NCCA) and Problem Resolution Process

A passion for business analytics or data science, and/or a willingness to pursue additional training and education

Knowledge of coding languages like R, Python, and SQL, and reporting tools like Tableau, R Studio, Power BI, etc.

Education

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

Bachelors degree in Agriculture, Technology, Engineering, Marketing, Data Science/Analytics, Statistics, or other quantitative disciplines

What You'll Get

At John Deere, you are empowered to create a career that will take you to where you want to go while working in an inclusive team environment. Here, you'll enjoy the freedom to explore new projects, the support to think outside the box and the advanced tools and technology that foster innovation and achievement. Additionally, we offer a comprehensive reward package to help you get started on your new career path, including:

Flexible work arrangements

Highly competitive base pay

Savings & Retirement benefits (401K and Defined Contribution)

Healthcare benefits with a generous company contribution in the Health Savings Account

Adoption assistance

Employee Assistance Programs

Tuition assistance

Fitness subsidies and on-site gyms at specific Deere locations

Charitable contribution match

Employee Purchase Plan & numerous discount programs for personal use

Vacation and Holiday Pay

$77,628.00 - $116,436.00 + Benefits

Must be 18 years of age or older to apply