Technical Escalation Coordinator

Medisca Pharmaceuticals Inc.; Oak Bluff; On-site; CAD 60,000 - 80,000; Full time

Job summary

A leading agriculture dealership in Manitoba is seeking a Technical Escalation Coordinator to support their Service Department. The role is ideal for someone with a mechanical background looking to leverage their diagnostic expertise while fostering a collaborative team environment. Responsibilities include managing machine alerts and improving technicians' skills for greater efficiency and customer satisfaction.

Qualifications

• Mechanical background with strong diagnostic skills.
• Experience in agriculture machinery is a plus.

Responsibilities

• Monitor and manage machine alerts to create proactive repair solutions.
• Serve as a resource for technicians and service managers.
• Identify and execute continuous process improvements in service and parts departments.

Skills

Problem Solving

Teamwork

Communication

Diagnostic Skills

Job description

We are looking for a new team member with a mechanical background and strong diagnostic skills. This opportunity may be a great fit for a senior mechanic/technician looking to take a step back from “pulling wrenches” while still sharing their expertise and problem-solving abilities. Be a part of this thriving industry and grow personally and professionally in our fast-paced environment. We will provide training and mentorship to accelerate your acquisition of new skills.

Come join a team of dedicated professionals in Manitoba’s best growth industry – Agriculture! Enns Brothers has been a proud John Deere dealership for more than 60 years. We provide the equipment, expertise, and technology to Manitoba producers to help them sustainably get food to the tables of the world.

What is a Technical Escalation Coordinator? Good question! This position supports our Service Department by establishing a knowledge center within the organization to improve product resolution cycle times. You will work to improve technicians’ diagnostic and repair abilities, resulting in less downtime and reduced costs for our customers.

As a bonus - we are located in the south end of the city, close to shopping, restaurants, gyms, and right next door to Fort Whyte Alive, where you can enjoy a delicious lunch at their café or get out and explore nature on a trail walk.

Responsibilities:

• Monitor and manage machine alerts to create proactive repair solutions for customers.
• Serve as a resource for Technicians, Service Managers/Service Advisors, and Parts Leads to help resolve critical product problems by assisting in diagnosis and repair and sharing best practices.
• Ensure all necessary information is documented prior to submission to John Deere.
• Coordinate cases between Technicians and John Deere factory support as needed.
• Work with John Deere as a partner in quality to help identify emerging product quality concerns and support problem resolution.
• Identify, communicate, and execute continuous process improvements in Service and Parts departments to ensure customer satisfaction.
• Maintain up-to-date technical knowledge of engine, hydraulics, and electrical systems and repair manual schematics.
• Assist in identifying technical training needs or gaps by communicating with Service Managers and Service Advisors.
• Maintain a positive and professional working relationship with peers, management, and support resources, with a constant commitment to teamwork and customer service.
• Participate in Service Training programs for skill and knowledge development.
• Maintain knowledge of John Deere and competitive products.