Service Call Center Technician 1

Job Title: Service Call Center Technician 1

Job Classification: Exempt

Reports To: Customer Experience Manager

Position Summary: This position is responsible for the daily functions related to assisting in support of centralized customer and product support functions. This person will perform all duties in accordance with Revels’ policies and procedures. 

Essential Duties (including, but not limited to):

• Review/open work orders from service
• Provide Technical Support to customers for John Deere and various Allied equipment
• Oversee day-to-day workflow of mobile service technicians 
• Assign and schedule mobile service technicians to work orders
• Coordinate mobile service technicians’ work schedules
• Provide JDLink™ support, evaluate JDLink™ Alerts
• Utilize Service Advisor Remote™, Remote Display Access, DTAC/CCMS, and other John Deere resources to proactively diagnose equipment issues
• Determine whether customer issues can be resolved over the phone or coordinate with the responsible Service department to create work orders and set up service dates
• Answering phone calls from customers, returning messages from customers
• Perform various outbound aftermarket calling campaigns (i.e., Service Inspection Signups)
• Runs and reviews WIP Aging Report
• Coordinate service contracts
• Reviews and completes work orders as needed
• May participate in Service EDUCATE Training programs required for the development of skills and knowledge

Non-Essential Duties (including, but not limited to):

• Other duties as requested/assigned

 Skills and qualifications

• Ability to remain focused in a busy environment 
• Strong interpersonal and customer service skills with the ability to speak professionally and courteously with customers and staff
• 2 years of familiarity with a variety of the field’s concepts, practices, and procedures.
• Team player, willingness to and be adaptable in challenging situation
• Experience with basic computer functions required
• Experience using Deere systems preferred
• Ability to read electrical, hydraulics diagrams - highly preferred
• Two years of mechanical experience required 

Working Conditions

• General office environment
• Activities may also be carried out in an outside equipment yard and a mechanical shop environment

Physical requirements

• Must be able to complete various activities in the work area that may require lifting, standing and carrying, bending, stretching, kneeling, squatting, and sitting for extending periods of time 
• Must be able to move up to 25 pounds at a time