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John Deere Machine Support Specialist in Saltillo, Montenegro

There are 7 billion people on this planet. And by 2050, there will be 2 billion more... many moving into urban centers at an unprecedented rate. Making sure there is enough food, fiber and infrastructure for our rapidly growing world is what we’re all about at John Deere. And it’s why we’re investing in our people and our technology like never before in our 175-year history. Here the world’s brightest minds are tackling the world’s biggest challenges. If you believe one person can make the world a better place, we’ll put you to work. RIGHT NOW.

Title: Machine Support Specialist

Primary Location: Mexico (MX) - Coahuila JD Shared Svcs-Saltillo

Function: Customer & Product Support

Main Responsibilities:

  • This position acts as the Dealer Technical Assistance Center

  • Provides product and customer support, primarily through the CCMS system, for the Small Tractor and Loader platform.

  • Develops new solutions and provides product technical support to field teams, channel partners, customers on complex problems.

  • Identifies emerging issues or complex product problems using known information & personal knowledge. Once identified, puts together an evidence package and presents to a Data Analysis Team for agreement on starting a formal Corrective Action Review.

  • In order to reduce CCMS call volume, identifies gaps in current publication and training information in order to stay current with changing field needs.

  • Proactively identifies own training needs to maintain current on product enhancements and attends appropriate training as needed.

  • Supports problem Resolution Specialist with Early problem detection programs, lifetime programs or emerging issues.

  • May deliver complex technical content training materials.

  • May travel to the field to collect failure data to provide problem definition on complex problems.

  • his position also interacts with engineering, quality in order to drive for changes that affect items like claims per tractor and cost per tractor, which are enterprise warranty goals.

  • his position will interact with the training, publications, and marketing teams to update current training and published information to stay current with trending CCMS case issues.

  • his position acts as a lead through weekly meetings and assisting the gatekeeper for the CCMS solution authoring and periodic Solution update activities.

What Skills You Need:

  • Must have writing skills because of the use a computer system to communicate to dealers and to engineers.

  • Must have computer skills and specifically the use of all the Microsoft Office applications.

  • Must be able to read part blueprints and interpret the tolerance information.

  • Must know how to maneuver through the technical manuals.

  • Must have verbal skills so they can conduct one on one conversations with dealer personnel or engineering in order to properly fix a tractor problem.

  • Must understand the use of ISO drawings and schematics.

  • Must have a solid basic understanding of engines, electronics, hydraulics, air conditioning, and powertrains.

  • Must understand the correct use of basic mechanical tools described in our technical manuals.

  • Must be willing to travel if needed.

  • Must be able to work holidays and weekends if needed.

  • English proficiency level: Advanced.

What Makes You Stand Out:

  • Know how to use Service Advisor.

  • Basic understanding of the tractor systems to the point that they can diagnose complex problems without written procedures.

  • Understanding of Customer Support Process.

  • Knowledge of products, customers, markets and competitors.

  • Knowledge of John Deere Dealer network.

Education (or equivalent experience):

Bachelor degree in a technical field example : Electrical, Mechanical, Mechatronics, Agricultural deegre.

This position will be posted for a minimum of 7 business days and unposted when a qualified pool of candidates is achieved.

Candidates must have the necessary work permits to work in the country.

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