Technical Communication Specialist in Ladson, SC at John Deere Military Hiring Program

Date Posted: 1/16/2023

Job Snapshot

Job Description

This position is responsible for providing remote monitoring, diagnostics, and programing to aid in maximizing customers’ productivity and uptime while also reducing their downtime. Leads initiatives on specific products to provide expert development, delivery, and resolution to product support and marketing activities. Develops product strategy, processes, and programs to meet requirements for Branch Management, customers, and company personnel. Provides machine feedback where activities may apply to operational, technical, parts, or sales aspects of the products. Develops detailed diagnostic information to be used by dealer technicians and other product support personnel to help diagnose and repair technical problems. Edits, writes, and manages technical communications with our manufacturers through their systems to help with Customer Support and Product Improvement. Conducts research to expand on diagnostic information received from machines.
Essential Duties and Responsibilities: May include some or all the following. Other duties may be assigned.

  • Establishes and maintains JDLink connectivity with equipment.

  • Establishes and maintains JDLink system settings to Monitor incoming Diagnostic Trouble Codes and distribute to appropriate party via email or text message when abnormal machine operating conditions are detected.

  • Establishes and maintains a process to identify, communicate, and resolve emerging technical issues detected by the telematics devices onboard the assigned equipment.

  • Establishes and maintains a process to utilize Remote Diagnostics & Programming (SAR) and Remote Display Access to capture machine readings. Then utilizing existing and emerging technologies, prepares a detailed list of actionable steps to address any detected abnormalities.

  • Maintains connection with DTAC system for monitoring of Technician Submissions and Responses of ongoing technical issues. Drive issues to conclusion to help improve customer uptime. Additionally, Research solutions for use in common failures in AOR

  • Utilizes any assigned forms, the MMS needs to quickly and accurately summarize recommended action steps to address equipment abnormalities and provide them to the appropriate Service Department.

  • When necessary, the machine monitoring specialist will work directly with Flint Field Service Technicians to assist them with remote diagnostic recommendations.

  • When necessary, the MMS will work directly with Flint customers or their technicians to assist them with remote diagnostic recommendations.

  • Works closely with other dealer monitoring specialists as well as John Deere DTAC to share information and prepare action steps to address equipment abnormalities.

  • Utilizes Microsoft Word, Excel, and Outlook to catalog and report machine monitoring events.

  • Participates in all required technical training to maintain or achieve Capstone Certifications.

  • Maintains a clean work area and performs miscellaneous housekeeping duties associated with the job.

  • Other duties as assigned.

Competencies, technical skills, formal education, and relevant work experience critical for successful individual performance of essential functions. Formal education or training required to perform essential functions of the job. Includes degrees, certifications, licenses and/or registration requirements.

  • Associate Degree (A. A.) or equivalent from a two-year college or technical school.

  • Minimum of 5 years related Equipment experience and/or training.

  • Or equivalent combination of education and experience.

  • understanding of a particular function, organization, and industry or product line.

Relevant work experiences:
Type and amount of experience necessary to perform the essential functions of the job. May include specific roles and/or an understanding of a particular function, organization, industry, or Product Line

  • Knowledge of appropriate industry (Performs more complex functions, understands principles, may teach others).

  • Customer support experience with customer interaction regarding products, parts, and services (3-5 years).

  • Technical experience relating to diagnostics of mechanical/electrical/hydraulic systems of John Deere (3-5 years).

Language Skills:
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.