John Deere Parts Technical Support Representative with Italian in Tarnowo Podgorne, Poland
There are 7 billion people on this planet. And by 2050, there will be 2 billion more. Making sure there is enough food, fiber and infrastructure for our rapidly growing world is what we’re all about at John Deere. The company is one of the world's largest manufacturers of agricultural, forestry, construction and gardening machinery. We are aware that the source of our success is in our very professional and diverse employees and their relationship with John Deere, with our products and prospects. That is why we are investing in our people and our technology like never before in our 180-year history. Here, the world’s brightest minds are tackling the world’s biggest challenges. RIGHT NOW
In accordance with the development of John Deere Polska Business Service Center office in Poznan we are currently seeking candidates for the position with the responsibility of:
Parts Technical Support Specialist and Order Management Specialist M/F
What You’ll Do
As a Parts Technical Support Specialist - (to 65% of Your job time) , you will provide front-line technical support/information/solutions to John Deere dealers and customers through a John Deere’s case management system. The technical support will be for spare parts built in John Deere machines.
Provide support via multiple channels, mainly through a web based system called CCMS (case and contact management system), but also by dealer phone calls coming into the tech support queue.
Solving technical queries for the dealers regarding e.g. parts catalog, quality issues, stock check and other parts related queries
Distributes additional product/service information that is helpful to John Deere dealers and customers
Administration of communication to dealers in Region 2
Participate in problem resolution processes to identify, escalate, and resolve issues
Be in daily contact with platform engineers and factories
Finding fast and alternative solutions to dealers reducing machine down times in cooperation with other team members in the customer support department
Creating and providing training material to the dealers
Identifying internal process gaps and working with internal colleagues and other departments with the goal to increase customer support and satisfaction
Supporting our dealers during season with extended working hours during the week and on the weekends
What You’ll Do
As an Order Management Specialist , (to 35% of Your job time) you will provide first line support to John Deere dealers through phone and a John Deere’s case management system for different kind of spare parts belongings sold to dealers in Europe and North Africa.
Support dealers with logistic information required in a timely matter
Analyze, solve and answer dealer questions and cooperate closely with our sales offices as well as our colleagues in the European Distribution Center located in Germany, Bruchsal.
Take care and follow up customer problems
Document, support and prioritize calls electronic requests from your dealers
Document product and service topics
Support and control delivery data for different delivery order types
Support our dealers during harvesting season outside normal business hours during weekend and after normal business hours
Coordinate special transports if needed between logistic providers, dealers and warehouse operation
Create and lead trainings or online trainings for our dealers
Initiate projects and/or follow to increase efficiency of the Parts Customer Support Team.
What It Takes
Communicative and friendly character who likes to solve problems
Good level of managing peaks of stress especially during harvesting periods (June-Sept)
Excellent communicator in English (verbal & written) and Italian (verbal & written) who drives on solving problems and working in an international team environment.
Being flexible to have two workspaces. Poznań as main office and Tarnowo Podgórne being onside with other technical and training teams. (2/3 Poznań, 1/3 Tarnowo Podgórne)
Required Education, Technical and Logistical Skills and knowledge:
University degree in Agricultural/Technical Sciences discipline, Economical or Logistical Education or equivalent experience.
Machine or automotive enthusiastic
Some Logistical experience
Open and curious mindset finding technical solutions and alternatives
Being able to read technical drawings
Good understanding of technical and logistical processes
Ideal experience working within customer support
Interpersonal, Leadership skills:
Self -driven, strongly motivated person, highly collaborative and able to influence without authority
Experience with Servant Leadership focused on empowering team members, retaining and recruiting talents
Advanced skills in interpersonal communications, negotiation and conflict resolution
Open and proactive character being able to work in an international virtual team
Team player adjusting and organizing working hours based on operating hours to our customers
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