Connected Support Coordinator

Connected Support Coordinator 4.1 4.1 out of 5 stars 6779 Carlisle Pike, Mechanicsburg, PA 17050 Full-time

GT&E LLC 55

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Full-time Purpose:

Responsible for monitoring, distributing, and tracking Expert Alerts and JDLink™ Diagnostic Trouble Codes (DTCs) with the intent of quickly diagnosing equipment problems to minimize machine downtime.

Responsibilities Key Responsibilities:

Monitor incoming Expert Alerts and distribute to appropriate party for customer contact (or perform customer contact) Monitor incoming Diagnostic Trouble Codes and distribute to appropriate party Perform remote diagnostics using Service ADVISOR™ Remote and Remote Display Access (RDA) Quickly and accurately communicate summaries of actionable recommendations Creating Tickets using our phone system and our Machine Monitoring Tracking Tools. Account Creation and Management of Customer Digital Tool Accounts and Maintenance. Monitoring of Preventative Maintenance for Customer Machines and for Dealer Rental Fleet. Maintain up to date technical knowledge of engine, hydraulics, and electrical systems and repair manual schematics Maintains a positive and professional working relationship with peers, management, and support resources, with a constant commitment to teamwork and exemplary customer service May participate in Service Technician Training programs required for the development of skills and knowledge Maintains a clean work area and performs work in a neat and orderly fashion Maintains current knowledge of John Deere and competitive products

Experience, Education, Skills and Knowledge:

High School Diploma, GED, or equivalent experience 3+ years' experience of basic service repairs and diagnostics, specifically mechanical, electrical and hydraulic systems for Construction, Forestry, and Mobile Equipment highly preferred Demonstrated outstanding customer service and communication skills Experience with basic computer functions such as Microsoft Tools; experience using Deere systems preferred Experience writing and speaking effectively to individuals and groups Experience with the mechanical, electrical and hydraulic systems used in on road, off road, construction, forestry, ag, or heavy equipment