Job Description
YOUR RESPONSIBILITIES
As a _MACHINE SUPPORT SPECIALIST _for John Deere 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.
VISA SPONSORSHIP IS NOT AVAILABLE FOR THIS POSITION.
WHAT SKILLS YOU NEED
- 1 or more years of experience using technical and analytical skills to detect, diagnose, and resolve complex machine issues, particularly with hydraulic and electrical systems
- 1 or more years of experience in decision-making and driving high levels of customer satisfaction
- 1 or more years of functional (in-field) experience with agricultural or off-road equipment
- Ability to influence without authority
- Effective communication skills (both written and verbal)
- 1 or more years of 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:
- Bachelor’s 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 and performance bonuses
- Savings & Retirement benefits (401K and Defined Benefit Pension)
- 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
Please visit the John Deere Website to find out more about our Total Rewards Package.
Company Description
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.