Internal Technical Communicator

RDO Equipment Co.
Fargo, ND 58102
United States
Job Description

This individual will function as a technical resource for internal customers by utilizing their technical background, training and expertise to directly assist Technicians and Other Internal Users with diagnostic and troubleshooting issues. This individual will also coordinate service request activities between the dealership service technicians and John Deere’s Dealer Technical Assistance Center. Provide Second Tier Customer Support for the Customer Technical Support Center. This individual will focus on the John Deere Construction product lines. This position will be based out of the Fargo Field Support Office or any store location.

Specific Duties Include:

  • Coordinate service request activities between the dealership service technicians and the John Deere Dealer Technical Assistance Center

  • Help solve critical product problems through diagnostic/repair, product knowledge, experience, and collaboration with John Deere.

  • Works with John Deere as a Partner in Quality to help identify emerging product quality concerns and support problem resolution.

  • Track and communicate common technical issues and share across regions.

  • Build strong relationships with manufacturer partners to ensure information is shared related to issues and fixes others are experiencing.

  • Provide Second Tier Support to the Customer Technical Support Team.

  • Compile, review, and disseminate technical data.

  • Propose training initiatives based on information collected through support of the technicians.

  • Develop and maintain a strong working relationship with store service management to create an environment that maximizes value to the organization.

  • Follow all safety rules and regulations while performing work assignments and adhere to all policies and procedures as specified in company manuals and as directed in the employee handbook.

  • Conduct self in the presence of customers and community so as to present a professional image of RDO Equipment Co.

  • Proactively seek and participate in available company-sponsored training, in an effort to develop and advance knowledge base and skill set.

  • Participate in all company/location driven communication efforts, including open book meetings, huddles, department meetings and other related efforts.

  • Maintain a positive and professional working relationship with peers, management, and support resources, with a constant commitment to teamwork and exemplary customer service.

  • Perform all other duties as assigned by management in a professional and efficient manner.

Job Requirements:

  • 5+ years of industry technical experience on John Deere Equipment.

  • Technical knowledge of engine, hydraulics and electrical systems and understanding of repair manual schematics.

  • Proven ability to build relationships with customers, store personnel, and management

  • Ability to evaluate and assess operations and respond to changing needs

  • Strong leadership skills

  • Strong communication skills (verbal and written)

  • Candidates must have valid work authorization and be able to work in the U.S. without company sponsorship