Aftermarket Performance Specialist (Centurion) at AFGRI Equipment

Description

• To support AFGRI Equipment branches in the effective adoption and disciplined use of digital support tools and operational processes across Service and Parts departments.
• The role aims to enhance branch efficiency, improve customer uptime, and drive profitability by enabling staff, monitoring performance, and facilitating coordination between workshop management, parts management, and Centralised Connected Support functions. 

Requirements

Minimum Requirements

• Diploma or Degree in Engineering, Business Operations, or a related field
• Certified Technician qualification (advantageous)
• Training or proven experience in process optimisation, workflow management, or digital adoption
• Exposure to John Deere systems (Service ADVISOR, JDLink / Connected Support) (advantageous)
• 3–5 years’ experience in Service, Parts, Technical Support, or an Aftermarket environment
• Experience working with digital support tools and dealership systems
• Demonstrated experience influencing operational behaviour or process compliance
• Valid driver’s licence

Key Performance Areas

Digital Tools Adoption & Enablement

• Conduct branch-level onboarding and refresher training on digital tools and connected support workflows, including monthly utilisation reviews with managers.

Service & Parts Housekeeping and Process Discipline

• Review job lifecycle discipline weekly (job opening/closing, parts requests, statuses, documentation accuracy, resource readiness) and support managers in correcting deviations

Aftermarket Performance Improvement

• Analyse branch performance KPIs (labour efficiency, recovery rate, first-time fix rate, parts-to-labour ratio) and assist managers with quarterly action plans.

Connected Support & Machine Monitoring Coordination

• Collaborate with Machine Monitoring Specialists and Technical Communicators weekly to follow up on Expert Alerts, open cases, and proactive intervention opportunities.

Customer Experience & Branch Support

• Support branches with customer follow-up processes, communication standards, and consistent handling of support cases; identify recurring issues and escalate patterns.

Technical Competencies

• Sound understanding of Service and Parts operational workflows
• Knowledge of agricultural machinery and John Deere systems
• Familiarity with digital diagnostic tools and telematics systems
• Strong data interpretation and KPI tracking capability
• Ability to drive process optimisation and enforce operational discipline

Behavioural Competencies

• Strong communication and training capability
• Ability to influence without direct authority
• Analytical thinking and problem-solving skills
• Customer-centric mindset
• Strong collaboration and cross-functional teamwork skills

Closing Date: 10 June 2026