Spécialiste contrôle documentation

To fulfill Pattison Agricultures’ vision of GROWING, CONNECTING AND EVOLVING, we are looking for a Machine Monitoring Specialist to work out of one of our locations. Remote work would be considered for the right candidate.

The successful candidate will provide centralized service support functions. Primary: Manages Expert Alerts, DTC’s, Machine Health Dashboard, and tooling. Secondary: Job Code administration and Technical Communicator on a fill-in basis. This allows Service Departments to serve customers while increasing Customer Satisfaction and Service Department profitability more effectively.

Responsibilities

This individual’s responsibilities include:

Machine Monitoring (primary duty):

• Manages Expert Alerts for all locations, verifies Expert Alert accuracy through customer contact, creates Work Orders based on alerts received, and communicates Expert Alert information to responsible Service Departments as required. Tracks Expert Alert to closure.
• Manages Diagnostic Trouble Codes (DTC’s) through Machine Health dashboard Critical and High DTC’s on specified machines. Verifies DTC accuracy through customer contact, creates Work Orders based on DTC, and communicates DTC information to responsible Service Departments as required. Tracks DTC initiated repairs to closure.
• Utilizes Service Advisor Remote, Remote Display Access, Dealer Technical Assistance Center (DTAC) / Contact Case Management System (CCMS) and other John Deere resources to verify Expert Alert / DTC accuracy.
• Remotely pushes required equipment software as needed, working with customers and Service Departments to guarantee success.
• Ensures JD metrics of Machine Health Monitoring exceed goals.
• Monitors Modular Telematics Gateway (MTG) movement within and out of the organization.
• Manages movement of MTG’s and equipment dealer responsibility in and out of the organization as required.
• Works additional hours during peak periods; some weekend, shift, and scheduled on-call is required.

Tool Management (primary duty):

• Manages NMQ Tooling needs across all locations.
• Manages manufactured tooling requirements, working with locations and outside vendors to ensure weight-bearing tooling and lifting devices meet OHS standards (engineered drawings).
• Monitors Connected Crane alerts and reports to locations and Pattison AG Safety Manager.

Technical Communicator (secondary duty):

• Assists when required as a Technical Communicator resource for Technicians, Service Managers / Service Team Leads / Shop Foreman and IS to help resolve critical product problems by assisting in diagnosis and repair and sharing of best practices.
• Monitors locations DTAC case status and advises Service and IS Departments of needed action.
• Ensures all necessary information is documented within the CCMS case prior to submission to John Deere.
• Coordinates CCMS cases between Technicians and John Deere CCMS factory support as needed.
• Works with John Deere as a partner in quality to help identify emerging product quality concerns and support problem resolution.
• Assists Technical Communicator in proactively communicating machine issues, repair solutions, and Service Advisor updates to Service and IS Departments.
• Assists in training of staff in CCMS / DTAC use.
• Works additional hours during peak periods; some weekend, shift, and scheduled on-call is required.

Standard Job Pricing (secondary duty):

• Assists when required as Job Code Administrator in creating, maintaining, and monitoring Standard Job Pricing database in Expert Services for all product lines.
• Assists when required as Job Code Administrator in training of staff in job code use and Expert Service use.
• Assists when required as Job Code Administrator in building and pricing of service packages for SVAP / JD Quote sale.
• Assists when required as Job Code Administrator in building ValueMax inspections both in and out of Expert Services.

Requirements

This would be an ideal position if you have:

• Demonstrated outstanding customer service and communication skills.
• Experience using computer software such as Microsoft Office, Dealer Business System, and internet-based systems.
• Ability to self-manage.
• Ability to write and speak effectively to individuals and groups.
• Ability to analyze and interpret internal and external reports.
• Valid driver’s license required.
• 5+ years’ experience in Ag dealership operations with a technical background.
• Understanding of Connected Support and the tools utilized.

We have excellent benefits, competitive wages, in-house training, and learning opportunities. With over 18 locations across Saskatchewan and Manitoba, we have endless opportunities for you to GROW and develop your career!