Technical Communicator - Centurion at AFGRI Equipment

Description

This role forms part of the technical internal knowledge centre within Afgri Equipment and will ultimately improve problem resolution cycle times. It enables improved communication, sharing of best practices among all Afgri Equipment locations. Works with the Workshop Managers and Technical Advisors to help solve problems. Helps to improve Technicians’ diagnostic and repair abilities resulting in less downtime and reduced costs for our customers.

Requirements

REQUIRED MINIMUM EDUCATION/TRAINING

• Qualified Technician

REQUIRED MINIMUM WORK EXPERIENCE

• 3+ years’ relevant, post-certification experience
• CCMS (Case & Contact Management System) experience beneficial

KEY PERFORMANCE AREAS

• Resource for Technicians, Workshop Managers, Technical Advisors and Parts Clerks/Managers to help resolve critical product problems by assisting in diagnosis
• Coordinates CCMS (Case & Contact Management System) cases between Technicians and John Deere CCMS factory support
• Identify, communicate and execute continuous process improvements in Service and Parts departments to ensure internal and external customer satisfaction
• Opens work orders and provides estimated labor and parts requirements when possible for technicians to resolve issues
• Maintains up-to-date technical knowledge of engine, hydraulics, and electrical systems and repair manual schematics
• Spend a minimum of 20% in the field with internal or external customers
• Assists in identifying Technical training needs or gaps by communicating with location Workshop Managers
• May participate in Service Training programs required for the development of skills and knowledge
• Prepares and analyzes Service department reports; uses data to help drive improvement and growth
• Provide training to internal and external customers as Certified Dealer Instructor (CDI)
• Monitor incoming Diagnostic Trouble Codes and distribute to appropriate party

TECHNICAL KNOWLEDGE/ COMPETENCIES

• Experience with computer functions; experience using Service ADVISOR™, Parts ADVISOR™, or other computer based diagnostic repair tools preferred
• Good product knowledge in the repair and maintenance of John Deere Contruction and/or Agricultural equipment
• Good time-keeping abilities
• Communicating effectively
• Experience working with customers
• Experience analysing and interpreting data and reports

BEHAVIOURAL COMPETENCIES

• Good time management
• Energetic and self-motivated
• Problem analysis
• Focus on quality
• Accountability
• Ability to work alone as well as in a team
• Good customer service and interpersonal behaviour

Closing date: 31 August 2023