Machine Monitoring specialist

McCoy Construction & Forestry, a John Deere dealership group with 25 locations across the Midwest and East South Central Regions, has an opening for a Machine Monitoring Specialist.

Machine Monitoring Specialist (MMS) is utilizing technology, provide proactive technical support to optimize machine uptime and maximize diagnostic effectiveness. Manage incoming diagnostic trouble codes (DTC’s) and other machine alerts such as (but not limited to) John Deere Expert Alerts, maintenance due and warranty expiration notifications. Support field and internal personnel to facilitate enhanced diagnostic ability and efficiency through machine recordings and other remote diagnostic capabilities. Support existing processes with a forward eye on potential process enhancements as situations and technological capabilities evolve. Actively engage and develop relationships with product support personnel. Provide system and/or capability training when necessitated or applicable both internally and externally. Proactively contacts customers within defined regional area making them aware of machine issues or performance enhancement opportunities. Market McCoy CF’s proactive capabilities and promote Parts and Service’s involvement in resolving the identified issue(s). Achieve company defined proactive product support goals for McCoy CF.   
 

Essential Duties and Responsibilities (not in order of priority): 

• Internal and external (Customer Focused) support position
• Actively monitors machine DTCs in real time and provide proactive, relevant, and actionable diagnostic information to field and/or shop personnel
• Communicates proactive diagnostic information (Expert Alerts) provided by John Deere
• Using the benefits of remote machine connections, capture and archive relevant diagnostic data and work order information associated with respective DTC’s for future utilization
• Utilize John Deere connective architecture (i.e. - ServiceAdvisorTM Jobs) to share diagnostic and solution-based information both internally and with John Deere
• Propose training opportunities based on information and data collected where improvement would yield “industry leading” behavior
• Proactively seek and participate in applicable training that would contribute to the development of product knowledge and overall skill set
• Proactively monitor JDLinkTM telematic data as well as actively engage in establishing machine connectivity and McCoy/customer digital partnerships within assigned region
• Ensure McCoy maintains visibility and connection with all applicable John Deere machines that have telematics
• Make customer calls to promote and follow up on Product Support opportunities generated through telematics and Connected Support information. Provide actionable leads to appropriate Parts and Service Department
• Conduct self with customers, coworkers, and within community in a manner which exhibits the professional image of McCoy Construction & Forestry

Education, Skills & Knowledge Required:

• Degree in an Engineering/Technology discipline or equivalent experience. University Degree (4 years or equivalent)
• Minimum of 5 years related equipment experience and/or training; or equivalent combination of education and experience
• Demonstrated technical and analytical skills. (Has an expert understanding of the principles, and can apply the information to complex situations, solve complex problems, conduct research/break new ground, develop new applications, and provide expert support for other practitioners)
• Demonstrated knowledge and capacity to learn and grow with technology
• Detailed understanding of machine systems and diagnostic practices
• Willingness to travel overnight. (Up to 15%)
• Thorough knowledge of applicable John Deere and 3rd party software systems (Performs more complex functions, understands principles, may teach others)
• Good interpersonal, negotiation and conflict resolution skills

Benefits 

• Paid time off - 80 Hours in the first year
• Continuous training
• Medical, Dental, Vision, Short and Long-Term Disability Insurance
• 401k with Employer match
• $50000 company paid life insurance policy

Affirmative Action/Equal Opportunity Employer – Qualified women, minorities and people with disabilities encouraged to apply.