Job description

Position: Product Support Representative

Location: Urbandale, IA, 50322

Duration: 17 Months

Job Type: Contract

Work Type: Onsite

JOB Description:

• Provides product and customer support or training for products, services, or initiatives and drives activities to improve reliability and serviceability of products.
• Resolves advanced product problems using known information & personal knowledge.
• Identifies advanced to moderately complex problems and may need to refer some of them to higher levels for resolution.
• Locates existing information from multiple sources within Deere to identify previously successful solutions to similar problems.
• Develops new solutions and provides product technical support to field teams, channel partners, customers on advanced problems; and coaches channel partners on the use of problem resolution tools.
• May participate in Product Improvement Program (PIP) development and on problem solving teams.
• Provide advanced research for Model Product Development Program (PDP) projects or product improvement programs within Product Support as requested.
• May develop and deliver technical training.
• Travels as necessary to collect failure data to provide problem definition on advanced problems.

Duties:

• Provides product or technical support to field teams, channel partners, or customers on advanced problems.
• May include implementation of reimbursement policies and may include Parts or Marketing recommendations.
• May coach channel partners in use of problem resolution tool to promote self sufficiency.
• Prioritizes problems and research solutions, authors and enters documentation on complex technical issues and solutions into database, or for bulletin publication.
• May participate in development and/or execution of field programs for product nonconformance (Product Improvement Programs (PIPs), Field Intro Programs (FIPs)) and/or safety programs.
• May include translation activities in nonUnited States locations. In support of established processes, may travel to the field, or visit suppliers; to collect failure data to provide problem definition, to assist in product tests, or to collect market intelligence or competitive comparisons.
• May travel to the field to provide problem resolution on advanced problems.
• Develops and delivers training for products, services or initiatives.
• May also develop technical, promotional or marketing information and assist Marketing by representing Product Support at promotional events for branches or other channel partners.
• Participates in problem solving teams and provides advanced research for model product delivery processes or product development programs.
• May have specific responsibility for initial stock orders (ISOs) or ASSET (system that automatically orders special tools when a dealer orders a product for the first time).
• May assist in development of Parts and Service programs and pricing strategies.
• May provide work direction to contract employees or junior staff and may enter data for budget control and track expenditures.

Opportunity:

• As a Product Support Representative for Intelligent Solutions Group located in Urbandale, Iowa, you will serve as a lead for Product Support on agile product teams to ensure that worldwide customer requirements are delivered in our products.
• Some common focus areas for this role include serviceability, maintenance, and diagnostic needs.

In addition, you will:

• Monitor data sources to identify and communicate product issues, then work collaboratively with the teams to provide resolution to customers
• Develop advanced product expertise and support development of product knowledge in others

Responsibilities:

• Monitor data sources to identify and communicate product issues, then work collaboratively with the teams to provide resolution to customers
• Develop advanced product expertise and support development of product knowledge in others
• Create technical documents for training users on the products
• Assist with technical training activities for internal users and dealers

Required Qualifications:

• Effective communication skills
• Demonstrated experience with data analysis and data driven decision making
• Ability to learn and adapt quickly
• Ability to build and maintain a network of cross functional working relationships

Preferred Qualifications:

• Customer support experience with interaction regarding products and services
• Knowledge of products, customers, markets, and competitors in the precision agriculture field
• Demonstrated software and electronic hardware troubleshooting skills
• Experience working with precision farming products
• Experience working with a client dealer
• Bachelor's degree in agriculture or minimum 4 years equivalent experience in a related career field

Job Types: Full-time, Contract

Salary: $26.50 - $32.00 per hour

Shift:

• Morning shift

Weekly day range:

• Monday to Friday

Work setting:

• Call center
• In-person

Work Location: One location

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