Technical Communicator

Doggett Equipment Services Group; Houston (TX); On-site; USD 70,000 - 100,000; Full time

Job summary

Doggett Equipment Services Group is seeking a Technical Communicator in Houston, TX to establish a knowledge center and improve product resolution cycle times. You will work with Service Managers and Service Advisors to diagnose issues, solve problems, and reduce downtime for customers.

You will conduct preliminary investigations using CCMS, Machine Dashboard and Expert Alert data, and stay current on engine, hydraulics, and electrical systems while sharing best practices across servicing

Qualifications

• 5+ years of experience in Service and Parts department operations; demonstrated experience consistently meeting performance metrics preferred
• Experience with basic computer functions; experience using Service ADVISOR™, Parts ADVISOR™, or other computer based diagnostic repair tools preferred
• Experience with the mechanical, electrical, and hydraulic systems used in off road, construction, lawn, or heavy equipment
• Experience communicating effectively
• Experience working with customers
• Experience analyzing and interpreting data and reports
• High School Diploma, GED, or equivalent experience required; Associate degree preferred

Responsibilities

• Resource for Technicians, Service Managers/Service Advisors and Parts Leads to help resolve critical product problems by assisting in diagnosis and repair and sharing of best practices
• Ensures all necessary information is documented within the CCMS case prior to submission to John Deere
• Coordinates CCMS cases between Technicians and John Deere CCMS factory support as needed
• Works with John Deere as a partner in quality to help identify emerging product quality concerns and support problem resolution
• Identifies, communicates, and executes continuous process improvements in Service and Parts departments to ensure internal and external customer satisfaction
• Opens work orders and provides estimated labor and parts requirements, when possible, for technicians to resolve issues
• Maintains up to date technical knowledge of engine, hydraulics, and electrical systems and repair manual schematics acquired by specialized training within the company or previous experience
• Assists in identifying technical training needs or gaps by communicating with location Service Mangers / Service Advisors
• Prepares and analyzes Service department reports; uses data to help drive improvement and growth
• Maintains a positive and professional working relationship with peers, management, and support resources, with a constant commitment to teamwork and exemplary customer service
• Ensure that company’s reputation and image in the community is consistent with company core values
• May participate in Service EDUCATE Training programs required for the development of skills and knowledge
• Operates and maintains vehicles, tools and equipment required to perform job responsibilities
• Maintains a clean work area and performs work in a neat and orderly fashion
• Follows all safety rules and regulations while performing work assignments
• Maintains knowledge of John Deere and competitive products

Skills

Communication

Customer service

Data interpretation

Team collaboration

Education

High School Diploma / GED

Associate degree preferred

Tools

Service ADVISOR

Parts ADVISOR

CCMS

Job description

Technical Communicator

Classification

Exempt

Job Summary

Establishes a knowledge center within the dealer organization to improve product resolution cycle times. Enables improved communication, sharing of best practices among all servicing locations. Works with the Service Managers/Service Advisors to help solve problems. Helps to improve Technician’s diagnostic and repair abilities resulting in less downtime and reduced costs for our customers. Conducts preliminary investigations into machine problems using CCMS, Machine Dashboard and Expert Alert information, external information sources, previous experiences, and knowledge of machine systems.

Essential Functions

• Resource for Technicians, Service Managers/Service Advisors and Parts Leads to help resolve critical product problems by assisting in diagnosis and repair and sharing of best practices
• Ensures all necessary information is documented within the CCMS case prior to submission to John Deere
• Coordinates CCMS cases between Technicians and John Deere CCMS factory support as needed.
• Works with John Deere as a partner in quality to help identify emerging product quality concerns and support problem resolution.
• Identifies, communicates, and executes continuous process improvements in Service and Parts departments to ensure internal and external customer satisfaction.
• Opens work orders and provides estimated labor and parts requirements, when possible, for technicians to resolve issues.
• Maintains up to date technical knowledge of engine, hydraulics, and electrical systems and repair manual schematics acquired by specialized training within the company or previous experience.
• Assists in identifying technical training needs or gaps by communicating with location Service Mangers / Service Advisors.
• Prepares and analyzes Service department reports; uses data to help drive improvement and growth.
• Maintains a positive and professional working relationship with peers, management, and support resources, with a constant commitment to teamwork and exemplary customer service.
• Ensure that company’s reputation and image in the community is consistent with company core values
• May participate in Service EDUCATE Training programs required for the development of skills and knowledge
• Operates and maintains vehicles, tools and equipment required to perform job responsibilities
• Maintains a clean work area and performs work in a neat and orderly fashion
• Follows all safety rules and regulations while performing work assignments
• Maintains knowledge of John Deere and competitive products

Qualifications

• 5+ years of experience in Service and Parts department operations; demonstrated experience consistently meeting performance metrics preferred
• Experience with basic computer functions; experience using Service ADVISOR™, Parts ADVISOR™, or other computer based diagnostic repair tools preferred
• Experience with the mechanical, electrical, and hydraulic systems used in off road, construction, lawn, or heavy equipment
• Experience communicating effectively
• Experience working with customers
• Experience analyzing and interpreting data and reports
• High School Diploma, GED, or equivalent experience required; Associate degree preferred

Typical Physical Activity and Environmental Conditions:

A major portion of every day will be spent outdoors walking, stooping, bending, climbing on and off machines. Ability to lift up to 50 lbs. Proper PPE is required for all training

The Technical Communicator must perform the essential duties and responsibilities with or without reasonable accommodation efficiently and accurately, and without causing significant safety threat to self or others. The statements made herein are intended to describe the general nature and level of work being performed by employees assigned to this job classification. They are not intended to be construed as an exhaustive and inclusive list of all responsibilities, duties, and/or skills required of personnel so classified.

Doggett is an Equal Employment Opportunity Employer