Machine Support Specialist

Your Responsibilities

• Provide product and customer support for Forestry Swing Machines, Tracked Feller Bunchers & Tracked Harvesters
• Drive resolution to field issues experienced by customers and will support product improvement activities.
• Work and respond to Case and Contact Management System (CCMS) cases.
• Provide clear, timely, and accurate technical assistance to dealer personnel that are solving customer machine problems.
• Identify, author, manage and approve technical field solutions.
• Engage in Early Detection Problem Resolution (EDPR) and machine performance follow-up activities.
• Seek and retrieve data to drive resolution to new product introductions in an expedited manner.
• Participate in Customer Experience Improvement Plan (CEIP) meetings to drive quick resolution to at-risk customer situations.
• Participate in weekly functional group project team meetings bringing organized product support information to the team to support initiatives to improve machine uptime, reliability and low daily operating costs
• Travel to the field, or suppliers, to provide problem definition, assist in product tests, collect market intelligence, participate in competitive comparisons, and provide advanced problem resolution.

What Skills You Need

• Excellent interpersonal communication, effective teamwork skills, and the ability to work with all levels of personnel (technicians, dealer personnel, engineering, leadership)
• Effective business correspondence skills to communicate ideas effectively
• Technical experience (or proven ability to learn) to the design/diagnostics of mechanical/electrical/hydraulic systems
• Ability to learn how to solve technical issues for forestry equipment using prints, schematics, and diagnostic procedures
• Ability to travel domestically and internationally on short notice (to include weekends), up to 50%
• Ability to work as early as 7:00 AM and as late as 5:00 PM to cover DTAC support hour requirements
• Ability to provide after hour support, as needed

What Makes You Stand Out

• Experience with customer/supplier/internal interaction regarding problem identification and resolution
• Customer support experience
• Knowledge of Deere forestry products, customers, markets and competitors
• Heavy equipment diagnostics/repair/mechanic experience

Education

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

• Bachelor's degree in an Engineering/Technology or Agricultural Sciences discipline or completion of a two-year technical program with relevant work experience