Technical Communications Specialist

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

This individual will function as a technical resource for both internal and external customers by utilizing their technical background, training and expertise to assist in trouble shooting equipment and diagnostic issues. This individual will focus on the John Deere Agriculture product lines. This position can be based out of any of our store locations.

Specific Duties Include:

    • Maintain involvement with the region’s DTAC issues and provide follow up to ensure timely completion.

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

    • Provide customers and locations with technical information and support when requested on equipment.

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

    • Compile, review, and disseminate technical data.

    • Develop a quality control system that includes metrics for tracking pertinent performance expectations.

    • Propose training initiatives based on information collected through phone support.

    • Work with the parts and service departments to help obtain technical information from OEMs.

    • Assist in monitoring of PIPs for the region and work with service management to ensure timely completion.

    • Maintain a database of technical solutions and share with service departments in the organization.

    • Work with the field/shop with service personnel on any technical issues.

    • Develop and maintain a strong working relationship with store service management to create an environment that maximizes value to our customers and 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:

    • Industry experience preferred.

    • Experience and knowledge of call center operations.

    • 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.