Technical Assistance Specialist

Company: Honnen Equipment
Location: Commerce City
Posted on: June 16, 2022

Job Description:

Description:
Honnen Equipment Co., your authorized dealer for John Deere Construction & Forestry equipment. Since 1963 Honnen operated with a philosophy of not just meeting, but exceeding, customers' expectations. Honnen is one of the oldest and largest John Deere dealers in North America, now operating out of 11 locations in 4 different states covering the Rocky Mountain Region. Our mission here is to partner with our customers to provide superior value through the lowest owning and operating costs while representing world-class products. We offer our employees full benefits at competitive premiums as well as a contributing 401K, paid time off, paid holidays, and a performance based incentive program. For our service technicians/service staff we offer the opportunity and training to not only work on John Deere but also on other heavy equipment products as well. Sound like a team you would like to be a part of? Complete an application today! Position Summary: This position is responsible for providing centralized technical assistance to internal customers on a wide range of equipment related issues, and centralized remote monitoring and diagnostics to aid in maximizing our customer's productivity and uptime, while providing increased service efficiency and incremental increases in parts and service business. Develop and author detailed diagnostic solutions to be used by dealer technicians and other customer support personnel to diagnose and repair technical product problems. Conduct research to expand and clarify authored material. Essential Functions:

• Establish sense of urgency, prioritize equipment alerts received, and perform appropriate remote diagnostics. Then, accurately prepare a list of recommended steps to address detected abnormalities.
• Utilize appropriate technology to summarize and quickly provide recommended steps to appropriate service personnel.
• Receive all technical calls from internal Honnen employees, and provide recommendations for diagnostics, repair, parts replacement, or proper utilization of equipment.
• Author and organize internal solutions, repair procedures, or technical bulletins, and communicate to appropriate service department personnel.
• Participate in all required technical training to maintain or achieve OEM Certifications, and keep abreast of DTAC and other OEM solutions and cases to facilitate proper diagnostics and repair of equipment.
• Partner with OEM representatives and Deere Machine Health Monitoring Center on issues related to repair and operation of equipment and critical issues on connected machines.
• Expert in the use of Remote Machine Monitoring and Diagnostic software applications (Intelligent Alert Triage Center, Service Advisor, Service Advisor Remote, JD Link, WIDIAG and WITOS).
• Proficient with Dealer Customer Support Applications (EQUIP, Service Delivery, Parts Advisor, WIDOS)
• Operate effectively in a team, contributing positively to team operations and working relationships to meet goals and deadlines, and maintain good communication between departments and branches.
• Other duties as assigned by management. Supervisory:
  • None Other Functions:
    • Other duties as assigned by management. Requirements:
      Qualifications:
      • Associate's Degree (AA) or equivalent from two-year College or Technical School or minimum 5 years related experience and/or training, or equivalent combination of education and experience.
      • Customer support and customer interaction experience with products, parts, and services (3-5 years)
      • Journeymen level technician with at least three certifications in core product groups. Knowledge, Skills, and Abilities:
        • Detail oriented with the ability to organize thoughts and communicate effectively.
        • Strong ability to keep up in a fast paced environment and keep organized.
        • Strong computer and time management skills. Physical Effort:
          • Generally not required. Compensation: $65,000-$75,000 DOE PM20 PI181445098

Keywords: Honnen Equipment, Commerce City , Technical Assistance Specialist, IT / Software / Systems , Commerce City, Colorado