Machine Support Specialist

ISU Research Park; Ankeny (IA); On-site; USD 60,000 - 80,000; Full time

Job summary

JD Des Moines Works in Ankeny, IA is seeking a Machine Support Specialist to troubleshoot complex machine issues and provide accurate dealer technical assistance, ensuring customers stay productive.

You will author and maintain technical solutions, participate in corrective action processes, support dealer clinics, and travel up to 25% for training and problem resolution. VISA sponsorship is NOT available for this position.

Qualifications

• Curiosity to understand how things work and solve problems.
• Technical and analytical skills to diagnose complex issues.
• Decision making to drive customer satisfaction.
• Effective written and verbal communication.
• Ability to influence without authority.
• Willingness to learn new technology and skills.
• Ability to travel up to 25% during season.

Responsibilities

• Troubleshoot complex machine issues using Deere resources for dealer cases.
• Author and maintain technical solutions; keep publications current.
• Participate in corrective action to resolve customer problems.
• Support Product Support to maximize machine and technology use; develop content and dealer clinics.
• Travel to dealer and training locations as needed for support.

Skills

Curiosity

Technical skills

Decision making

Communication

Influence

Learning mindset

Travel readiness

Education

Bachelor’s degree in Agriculture, Ag Business, Ag Systems Management, Ag Systems Technology, or Engineering

Tools

CCMS

Advance system

Job description

As a Machine Support Specialist for JD Des Moines Works located in Ankeny , IA , you will:

• Troubleshoot Complex machine issues using current Deere resources to provide accurate answers to dealer technical assistance cases in a timely manner to keep customers running.
• Author & maintain technical solutions to keep information accurate & current as models, machines and problems change. Work to integrate this info into current publications to reduce active solutions.
• Be an active participant (Investigator) in corrective action process to solve customer problems.
• Support Product Support efforts to help customers get the most out of their machines and technology, including development of content and supporting dealer clinics.
• Travel to Dealer & training locations as needed to support training & machine problem resolution visits.
• VISA Sponsorship is NOT Available for this position.

What Skills You Need

• A curiosity to understand how things work and passion for solving problems.
• Technical and analytical skills to detect, diagnose, and resolve complex issues.
• Experience in decision making to drive high levels of customer satisfaction.
• Effective communication skills (both written and verbal).
• Ability to influence without authority.
• Willingness to learn new technology and skills.
• Ability and willingness to work off-shift hours as needed and travel up to 25% during machine use season.

What Makes You Standout

• Excellent communicator, who thrives on solving problems and working in a team environment.
• Experience in electrical, hydraulic and/or software systems.
• Product knowledge and functional experience with Agricultural and Application equipment.
• A passion for business analytics or data science, and/or a willingness to pursue additional training and education.
• Experience with Contact Center Management System (CCMS).
• Knowledge of or Intelligent Solutions Group (ISG) applications as they apply to Application equipment.
• Experience with the Advance system and Problem Resolution Process.

Education

Ideally you will have a degree or equivalent related work experience in the following:

• Bachelor’s degree in Agriculture, Ag Business, Ag Systems Management, Ag Systems Technology, or Engineering.