Machine Monitoring Specialist - Any Location

Pattison Agriculture; Swift Current; On-site; CAD 60,000 - 80,000; Full time

Job summary

Pattison Agriculture is seeking a Machine Monitoring Specialist to enhance service support functions across locations. This role involves managing alerts, diagnostics, and tooling, ensuring effective communication and customer satisfaction. Candidates should possess strong customer service skills and technical experience in agricultural operations.

Benefits

Excellent benefits

Competitive wages

In-house training

Growth opportunities

Qualifications

• 5+ years of experience in agricultural dealership operations with a technical background.
• Outstanding customer service and communication skills.
• Understanding of Connected Support tools.

Responsibilities

• Manage Expert Alerts and DTCs, creating Work Orders and tracking repairs.
• Coordinate tooling needs and ensure OHS standards.
• Assist in diagnosing product issues and maintain Standard Job Pricing database.

Skills

Customer service

Communication

Self-management

Report analysis

Tools

Microsoft Office

Dealer Business System

Internet-based tools

Job description

To fulfill Pattison Agriculture's vision of GROWING, CONNECTING, AND EVOLVING, we are seeking a Machine Monitoring Specialist to work at one of our locations. Remote work may be considered for the right candidate.

The successful candidate will provide centralized service support functions, primarily managing Expert Alerts, DTCs, Machine Health Dashboard, and tooling. Additionally, they will handle Job Code administration and serve as a Technical Communicator on a fill-in basis. This role helps Service Departments serve customers more effectively, increasing customer satisfaction and profitability.

Responsibilities

This individual’s responsibilities include:

Machine Monitoring (primary duty):

• Manage Expert Alerts for all locations, verify accuracy through customer contact, create Work Orders based on alerts received, and communicate information to Service Departments, tracking alerts to closure.
• Manage Diagnostic Trouble Codes (DTCs) via the Machine Health dashboard, verify accuracy, create Work Orders, and track repairs to closure.
• Use tools like Service Advisor Remote, Remote Display Access, DTAC/CCMS, and other John Deere resources to verify alert and DTC accuracy.
• Remotely push software updates as needed, working with customers and Service Departments.
• Ensure Machine Health Monitoring metrics exceed goals.
• Monitor Modular Telematics Gateway (MTG) movements within and outside the organization, managing equipment responsibility as required.
• Work additional hours during peak periods, including some weekends, shifts, and scheduled on-call hours.

Tool Management (primary duty):

• Manage NMQ tooling needs across all locations.
• Coordinate with locations and vendors to ensure tooling meets OHS standards, including engineered drawings.
• Monitor Connected Crane alerts and report to locations and Pattison AG Safety Manager.

Technical Communicator (secondary duty):

• Assist technicians, Service Managers, Shop Foremen, and IS in diagnosing and resolving critical product issues, sharing best practices.
• Monitor CCMS case statuses, advise departments on actions, and ensure documentation prior to submission to John Deere.
• Coordinate CCMS cases with John Deere support and assist in quality issue identification and resolution.
• Help communicate machine issues, repairs, and updates, and train staff on CCMS/DTAC use.
• Work additional hours during peak periods, including some weekends and on-call shifts.

Standard Job Pricing (secondary duty):

• Assist in creating and maintaining the Standard Job Pricing database, and train staff on its use.
• Support building and pricing service packages for SVAP/JD Quote sales.

**Minimum Requirements:**

• Outstanding customer service and communication skills.
• Proficiency with Microsoft Office, Dealer Business System, and internet-based tools.
• Self-management ability.
• Effective written and spoken communication skills.
• Ability to analyze reports.
• Valid driver’s license.
• 5+ years of experience in agricultural dealership operations with a technical background.
• Understanding of Connected Support tools.

We offer excellent benefits, competitive wages, in-house training, and growth opportunities across over 18 locations in Saskatchewan and Manitoba. Join us to GROW and develop your career!