Field Service Support Specialist

Kubota Australia and New Zealand; Melbourne; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Motor vehicle and variable reward (bon

Salary sacrifice option for novated le

Up to 15% superannuation

21 days Annual Leave

Opportunities in CSR activity

Job summary

Kubota Australia and New Zealand is seeking a seasoned Field Service expert to act as the subject matter expert for our agricultural and industrial machinery. You will support the dealer network with technical service, start-up demonstrations, and field troubleshooting across product life cycles.

You will engage in in-field investigations, device clinics, and start-up services while coordinating with the manufacturer on technical issues.

Qualifications

• Mechanical trade or mechanical engineering qualification.
• Certificate IV in Workplace Training and Assessment (desirable, but training can be provided).
• Valid Australian Passport and Driver’s license.
• Tickets relevant to machinery being operated/demonstrated (as required).
• Significant experience in a similar role providing service and technical support for agricultural and/or industrial machinery.
• Deep mechanical and technical experience working with agricultural machinery.
• Experience in the adjudication of warranty claims.
• Analytical and problem-solving skills with attention to detail and pragmatic decision-making.

Responsibilities

• Act as subject matter expert on allocated product range and provide service and technical support to the Dealer network and internal stakeholders.
• Conduct in-field performance investigations and customer clinics; perform start-up services.
• Liaise with the manufacturer on technical matters and field issues.
• Undertake factory product inspections or surveys and complete reworks as needed.
• Adjudicate warranty claims.
• Prepare and provide technical reports and communications.
• Promote genuine parts, packaging, oils, fluids and accessories.
• Maintain current product knowledge through study of technical info and practical tasks.

Skills

Technical expertise

Customer service

Training delivery

Troubleshooting

Communication skills

Team collaboration

Safety awareness

Problem solving

Education

Mechanical trade or engineering qualification

Certificate IV in Workplace Training and Assessment

Driver’s license

Machinery tickets/license

Tools

Google Suite

Microsoft Office

CRM systems

Diagnostic tools

Job description

Act as subject matter expert on allocated product range/s (initially Hay/ Forage and Implements) in the field and support the maintenance of operational standards of the Service Deapartment. Provide industry leading service, technical and associated supports to the dealer network and ensure allocated product is correctly demonstrated, used, and supported throughout the product life cycle.

KEY ACCOUNTABILITIES

• Act as subject matter expert on allocated product range/s and provide service and technical support to the Dealer network and internal stakholders. Activity includes but is not limited to; issue response and resolution, development and delivery of technical training, preparation and provision of technical materials and communications, demonstration of safe operation and repair techniques, troubleshooting/ guidance, advice, and consultation to optimise customer service
• Undertake in field performance investigations, customer clinics, demonstrations of products and provide machine start-up services of products
• Liaise with and report to the manufacturer on technical matters and in the field issues
• Undertake activity associated with factory product inspections or surveys and/or completion of reworks on internal/ stock machinery
• Undertake adjudication of warranty claims
• Undertake a range of ad hoc and scheduled reporting, including but not limited to; product and technical failure tendency reports, status and activity reports
• Promote the use and sale of genuine parts, crop packaging, oils, fluids and accessories
• Ensure product knowledge is current. Activity includes but is not limited to; study of technical information, relevant laws and theory and undertaking physical tasks such as; disassembly and assembly of components, testing, diagnosis, measuring/ monitoring, adjustment and repair

• Actively participate in team endeavour and cross-functional team projects. Actively engage in sharing knowledge, information and experience with other team members and may act as mentor/coach to less experienced team members

• Ensure all activity is undertaken in alignment with Kubota Dealership Agreements, Kubota policy and procedure, particularly the Service policies and any training provided to you (from time to time) in relation to practice and procedure. Enact duties within appropriate application of financial and organisational resources.
• Actively undertake practice to collaborate with and communicate to other team members who share Dealer/ customer interaction to ensure overall customer dealings are smooth and accountable and customer satisfaction is optimised. Contacts may include but not be limited to; RSM’s, Zone Managers, Product Managers, etc.
• May lead, manage or participate in internal or external projects to support and/or optimise Service department aims and performance
• Act as a brand representative of Kubota at various events and with Dealers and customers
• Responsible for ensuring the safety of self, team and others in the workplace (including when at Dealer or customer sites) and external events. Follow all OHS policies and procedures, particularly in relation to remote working and attendance at external sites (such as dealerships or farms).

Note: A range of critical objectives (Achieve objectives) are agreed annually (and may be revised mid-year). These measure and support achievement of the performance expectations outlined in this document, eg. Dealer training, Customer support, Customer Clinics, Start-up Service, Technical resolution, etc, etc.

QUALIFICATIONS/KNOWLEDGE/ SKILL/EXPERIENCE (SELECTION CRITERIA)

Mechanical trade qualification (Mechanic) or mechanical engineering qualification

Certificate IV in Workplace Training and Assessment (desirable, but training can be provided)

Valid Australian Passport and Driver’s license

Qualification/ license/ tickets relevant to machinery being operated/ demonstrated (as required)

Significant experience in a similar role providing a diverse range of service and technical support for agricultural and/ or industrial machinery

Deep mechanical and technical experience working with agricultural machinery

Experience in the adjudication of warranty claims

Analytical and problem-solving skills, including the ability to focus on detail and the ability to research, analyse and solve or trouble-shoot complex and diverse service / technical problems and to make pragmatic, evidence-based decisions

Well developed organisational and time management skills

Excellent interpersonal and communication skills, including the ability to develop and deliver service training and to produce managerial and technical reporting

Proven customer centricity and highly developed relationship management and customer service skills

Well-developed computing skill, including ability to use Google/ Microsoft Office suites and various web-based systems

Proven ability to work in a largely autonomous role, reporting and escalating matters appropriately and ensure health and safety

Note: It is an inherent requirement of this position that the incumbent undertake significant regional travel and may also be required to travel interstate or internationally and must at all times be able to meet all requirements to do so

Work with great people in a globally recognised, stable brand with a focus on ongoing business growth and sustainability.

Benefits include:

• Motor vehicle and variable reward (bonus)
• Salary sacrifice option for novated leasing motor vehicle/s and product discounts via Flare Benefits and in-house product purchase discount
• Option to attain up to 15% superannuation
• 21 days Annual Leave
• Opportunity to be involved in Corporate Social Responsibility activity