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Factory Technical Support Specialist

Company Name:
John Deere
## Why John Deere:
Every day, our customers go to work with the earth. Whether they're digging it up, building upon it or harvesting the trees that grow on it, our customers work hard every day. And they rely on the machines we build to work even harder. The John Deere Construction & Forestry Division is at the forefront - developing new technology that helps our customers work harder by working smarter. We promise products and services that deliver productivity, uptime and low daily operating costs - and we deliver.
A key component of the marketing function at John Deere is the product support team. Members of the team provide technical assistance to John Deere dealers through the Dealer Technical Assistance Center (DTAC) hotline. The work is challenging, fast-paced and very fulfilling. Product support professionals work with every area of the company, including engineering, service parts, manufacturing, marketing, the branch organization, dealers and customers. Through exposure to all facets of our business, individuals can identify other areas of the company that may serve as a future career path.
What You'll Do
John Deere's Construction & Forestry Division, located in Kernersville, NC is seeking a _Factory Technical Support Specialist_ to direct communication and interaction with Deere and Hitachi Dealers to gather machine symptom information and all facts relative to the specific circumstances and communication of troubleshooting techniques and recommendations for problem resolution. In addition, you will:
Document all of the above information in the Dealer Technical Assistance Center (DTAC) application.
Troubleshoot and solve problems on Hitachi designed Excavators by working with other departments (engineering, quality, etc...) and using diagnostic skills, systems (DTAC) and tools (Service ADVISOR, PMPro) to access all existing published information and resolve technical problems.
Troubleshoot and solve problems on Deere Scrapers and Excavators that are out-of-production models.
Develop and author solutions/bulletins for problems that can be utilized by field teams or channel partners. Review of Hitachi Service Bulletins for the purpose of determining appropriate content for publication as a DTAC Solution.
Participate in Quality Improvement Team activities to define/identify product performance deficiencies and customer requirements. This may include participation in Product Development Process (PDP) and/or Early Detection Problem Resolution (EDPR) teams.
Communication of publication deficiencies through appropriate communication channels to publications groups.
Travel to the field to provide problem resolution on Hitachi designed excavators.
Attend appropriate training as needed to maintain expertise on all excavator product models.
Work in a team environment to support daily call load.
## Qualifications
We need a solid communicator, who thrives on solving problems and working in a team environment. Ideally, you will have a Bachelor's degree in Engineering/Technology, or equivalent work experience. Additionally, we require:
Knowledge of, or the ability and desire to learn, high pressure hydraulic/hydrostatic systems, engines and fuel injection systems, electro-hydraulics, and electronic CAN based machine control systems.
Analytical skills to analyze failure modes and quantify issues.
Strong mechanical aptitude and hydraulic and electrical troubleshooting skills is required.
Good teamwork, people, and communication skills.
Ability and willingness to travel up to 25% (both domestic and internationally).
A strong candidate will also have:
Team leadership to lead quality improvement project teams.
Presentation skills.
Experience with Ag or construction equipment repair and maintenance.
Experience working with Ag or construction equipment dealerships.
Knowledge of Excavator products, customers, markets and competitors.
A background that demonstrates the ability to perform analytical work that can be used in determining problem severity.
What You'll Get
At John Deere, you are empowered to create a career that will take you to where you want to go. Here, you'll enjoy the freedom to explore new projects, the support to think outside the box and the advanced tools and technology that foster innovation and achievement. We offer comprehensive relocation and reward packages to help you get started on your new career path. Click here to find out more about our Total Rewards Package.
_Can you imagine the challenge of a lifetime and a rewards package that makes it all worthwhile?_
The information contained herein is not intended to be an exhaustive list of all responsibilities and qualifications required of individuals performing the job. The qualifications detailed in this job description are not considered the minimum requirements necessary to perform the job, but rather as guidelines. John Deere is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, religion, color, national origin, sex, age, status as a protected veteran, or status as a qualified individual with disability.
Job: Product Support
Primary Location: United States-North Carolina-Kernersville
Organization: Construction & Forestry
Schedule: Full-time
Shift: Day Job
Job Posting: Aug 28, 2014, 10:27:52 AM
Req ID: 50587080

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