Machine Support Specialist

At John Deere, we run so life can leap forward. This powerful purpose is our promise to humankind that we will dream, design, and deliver breakthrough products that sustain our world for generations to come. The world is counting on us to feed billions of people and build vital infrastructures in villages, towns and megacities. And we live up to the legacy our founder forged in a one-room blacksmith's shop nearly two centuries ago by creating a culture that brings out the best in all of us. A culture where great ideas thrive because every voice is heard.

Title: Machine Support Specialist - 113601
Primary Location: Canada (CA) - British Columbia - Langley
Function: Customer Experience (CA)
Onsite/Remote: Onsite Position  
Salary Range: $75,600.00 - $113,400.00 

Candidates applying for this position must be legally eligible to work in Canada.

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

In accordance with the John Deere Accommodation Policy, reasonable accommodation of any of these qualifications may be considered. An equal opportunity employer, John Deere requires a diversity of people, perspectives and ideas to address the complex challenges of its global business.

This position will be posted for a minimum of 7 business days and unposted when a qualified pool of candidates is achieved.

The information contained herein is not intended to be an exhaustive list of all responsibilities, duties and qualifications required of individuals performing the job. The qualifications detailed in this job description are not considered the minimum requirements necessary to perform the job, but rather as guidelines.