Equipment Support Coordinator

Groff Tractor & Equipment; Harmony Township (PA); On-site; USD 55,000 - 75,000; Full time

Job summary

Groff Tractor & Equipment is seeking a Technical Communicator to monitor Expert Alerts and JDLink DTCs, diagnose equipment issues, and minimize downtime. You will perform remote diagnostics and communicate actionable recommendations to customers, while managing tickets and customer digital tool accounts.

A strong customer service background and knowledge of mechanical, electrical, and hydraulic systems are essential.

Qualifications

• Requires high school diploma or GED.
• Strong customer service and communication skills.
• Experience with basic repairs and diagnostics in construction/mobile equipment preferred.
• Familiarity with Deere systems and basic computer tools is a plus.

Responsibilities

• Monitor Expert Alerts and distribute to the right party (or contact customer).
• Monitor Diagnostic Trouble Codes and route to appropriate personnel.
• Perform remote diagnostics using Service ADVISOR Remote and RDA.
• Communicate actionable recommendations clearly and promptly.
• Create tickets and manage customer digital tool accounts and maintenance.
• Monitor Preventative Maintenance for customer machines and dealer rental fleet.
• Maintain up-to-date knowledge of engine, hydraulics, and electrical systems.

Skills

Customer service

Communication

Diagnostics

Teamwork

Education

High School Diploma / GED

Tools

Microsoft Tools

Deere systems

Job description

Reports To: Technical Communicator

Purpose:

Responsible for monitoring, distributing, and tracking Expert Alerts and JDLink™ Diagnostic Trouble Codes (DTCs) with the intent of quickly diagnosing equipment problems to minimize machine downtime.

Key Responsibilities:

• Monitor incoming Expert Alerts and distribute to appropriate party for customer contact (or perform customer contact)
• Monitor incoming Diagnostic Trouble Codes and distribute to appropriate party
• Perform remote diagnostics using Service ADVISOR™ Remote and Remote Display Access (RDA)
• Quickly and accurately communicate summaries of actionable recommendations
• Creating Tickets using our phone system and our Machine Monitoring Tracking Tools.
• Account Creation and Management of Customer Digital Tool Accounts and Maintenance.
• Monitoring of Preventative Maintenance for Customer Machines and for Dealer Rental Fleet.
• Maintain up to date technical knowledge of engine, hydraulics, and electrical systems and repair manual schematics
• Maintains a positive and professional working relationship with peers, management, and support resources, with a constant commitment to teamwork and exemplary customer service
• May participate in Service Technician Training programs required for the development of skills and knowledge
• Maintains a clean work area and performs work in a neat and orderly fashion
• Maintains current knowledge of John Deere and competitive products

Experience, Education, Skills and Knowledge:

• High School Diploma, GED, or equivalent experience
• 3+ years’ experience of basic service repairs and diagnostics, specifically mechanical, electrical and hydraulic systems for Construction, Forestry, and Mobile Equipment highly preferred
• Demonstrated outstanding customer service and communication skills
• Experience with basic computer functions such as Microsoft Tools; experience using Deere systems preferred
• Experience writing and speaking effectively to individuals and groups
• Experience with the mechanical, electrical and hydraulic systems used in on road, off road, construction, forestry, ag, or heavy equipment