Technical Service Center Manager

Revels Tractor, Inc.; North Carolina; On-site; USD 60,000 - 80,000; Full time

Job summary

A leading company in agricultural equipment is seeking a Technical Service Center Manager to support customer and product functions. The role involves overseeing service technicians, providing technical support, and ensuring efficient service management. Ideal candidates will have mechanical experience and strong interpersonal skills, emphasizing a commitment to excellent customer service.

Qualifications

• 3 years of familiarity with various concepts, practices, and procedures in the field.
• 2 years of mechanical experience required.
• Experience with computer functions and Deere systems preferred.

Responsibilities

• Provide Technical Support to customers for John Deere equipment.
• Oversee workflow of mobile service technicians.
• Utilize JDLink and Service Advisor Remote for diagnostics.

Skills

Interpersonal skills

Customer service

Team player

Bilingual communication

Tools

Deere systems

Job description

Description

Job Title: Technical Service Center Manager

Job Classification: Exempt

Reports To: Corporate Service Manager

Position Summary: This position is responsible for the daily functions related to assisting in support of centralized customer and product support functions. This person will perform all duties in accordance with Revels’ policies and procedures.

Essential Duties (including, but not limited to):

• Review/open work orders from service
• Provide Technical Support to customers for John Deere and various Allied equipment
• Oversee day-to-day workflow of mobile service technicians
• Assign and schedule mobile service technicians to work orders
• Coordinate mobile service technicians’ work schedules
• Provide JDLink support, evaluate JDLink Alerts
• Utilize Service Advisor Remote, Remote Display Access, DTAC/CCMS, and other John Deere resources to proactively diagnose equipment issues
• Determine whether customer issues can be resolved over the phone or coordinate with the responsible Service department to create work orders and set up service dates
• Answering phone calls from customers, returning messages from customers
• Perform various outbound aftermarket calling campaigns (i.e., Service Inspection Signups)
• Runs and reviews WIP Aging Report
• Coordinate service contracts
• Reviews and completes work orders as needed
• May participate in Service EDUCATE Training programs required for the development of skills and knowledge

Non-Essential Duties (including, but not limited to):

• Other duties as requested/assigned

Working Conditions

• General office environment
• Activities may also be carried out in an outside equipment yard and a mechanical shop environment

Requirements

Skills and qualifications

• Ability to remain focused in a busy environment
• Strong interpersonal and customer service skills with the ability to speak professionally and courteously with customers and staff
• 3 years of familiarity with a variety of the field’s concepts, practices, and procedures.
• Team player, willingness to and be adaptable in challenging situations
• Bilingual communications (if fluent in other than English languages)
• Experience with basic computer functions; experience using Deere systems preferred
• 2 Years of mechanical experience is required.

Physical requirements

• Must be able to complete various activities in the work area that may require lifting, standing and carrying, bending, stretching, kneeling, squatting, and sitting for extending periods of time
• Must be able to move up to 25 pounds at a time

Revels Turf and Tractor, LLC is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other characteristic protected by applicable federal, state, or local law.