Company Overview Brooks Tractor Inc is a family-owned and operated business dedicated to fostering a supportive and collaborative environment. We prioritize employee development, ongoing training, and building strong relationships with our customers, who are viewed as valued partners. Joining our team means becoming part of a motivated, skilled workforce committed to excellence. Purpose Responsible for monitoring, distributing, and tracking Expert Alerts and JDLink™ Diagnostic Trouble Codes (DTCs) generated by John Deere and other supported equipment, with the intent of quickly diagnosing equipment problems to minimize machine downtime for Brooks Tractor customers. Performs remote diagnostics using available telematics and remote-access tools, communicates actionable findings directly to customer contacts. Works with Service Managers, and Service Writer. Helps coordinate timely follow-up service. Works closely with Service locations to ensure alerts and trouble codes are addressed quickly and accurately, supporting improved machine uptime, customer satisfaction, and Service department efficiency. Responsibilities

• Monitor incoming Expert Alerts and distribute to the appropriate party for customer contact, or perform customer contact directly
• Monitor incoming JDLink™ Diagnostic Trouble Codes (DTCs) and distribute to the appropriate party
• Perform remote diagnostics using Service ADVISOR™ Remote and Remote Display Access (RDA)
• Quickly and accurately communicate summaries of findings and actionable recommendations to the customer contact or in some cases to the Service Manager.
• Create and maintain work order requests, ensuring proper documentation
• Conduct preliminary investigations into machine problems using CCMS, Service Center Machine Monitoring, and Expert Alert information, along with previous experience and knowledge of machine systems
• Coordinate with Service Department Offices to schedule and prioritize follow-up service based on alert severity
• Identify, communicate, and support continuous process improvements related to remote monitoring and diagnostics
• Analyze Service department reports and machine data; use data to help drive improvement, uptime, and growth
• Maintain a positive and professional working relationship with peers, management, and support resources, with a constant commitment to teamwork and exemplary customer service
• Participate in training programs and other training 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
• Maintains current knowledge of John Deere and other dealer allied brands
• Ensure that company's reputation and image in the community is consistent with company core values
• Serve as the dealership's knowledge expert on JDLink™ and John Deere Operations Center, assisting customers with account setup, enrollment, and troubleshooting
• May be tasked with running machine and/or customer data reports for Brooks Tractor and customer fleets
• Any other tasks that ownership or management sees needed or directs Experience, Education, Skills and Knowledge
• 3+ years of experience performing service repairs and diagnostics, specifically mechanical, electrical, and hydraulic systems; agricultural, turf, construction, or heavy equipment experience preferred; demonstrated experience consistently meeting performance metrics preferred
• Experience with the mechanical, electrical, and hydraulic systems used in off road, construction, agricultural, or heavy equipment
• Experience with basic computer functions; experience using Service ADVISOR™ or other Deere computer-based diagnostic tools preferred
• Demonstrated outstanding customer service and communication skills, both written and verbal
• Experience working cooperatively in a team environment
• Experience analyzing and interpreting data and reports
• High School Diploma, GED, or equivalent experience required; Associate's degree preferred
• Valid driver's license required Must-Have Qualifications 1.

Hands-on experience with mechanical, electrical, and hydraulic systems on off-road, construction, agricultural, or heavy equipment (technician-level background, not necessarily years of formal diagnostics experience) 2. Strong written and verbal communication skills, with the ability to clearly relay findings to customers, service managers, and technicians 3. Comfortable with basic computer functions and learning new software/dashboards (keeps the door open for candidates without Service ADVISOR or CCMS experience specifically, since these are trainable) Nice-to-Have Qualifications 1. Experience with Service ADVISOR™, JDLink™, Operations Center, or similar OEM diagnostic/telematics platforms 2. Prior customer-facing service or support experience (service advisor, help desk, field service coordination, etc.) 3. Experience analyzing data or reports to spot trends (fleet reporting, maintenance trends, performance metrics) 4. Associate's degree or technical/vocational training in diesel, agricultural, or heavy equipment technology Prior remote diagnostics, call-center-style triage, or dispatch/coordination experience Brooks Tractor is an affirmative action, equal opportunity employer

Pay:

$58,000.00 - $75,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Flexible schedule Health insurance Health savings account Life insurance On-the-job training Paid time off Profit sharing Vision insurance

Work Location:

In person