Remote Support Specialist - Service

Friday, February 7, 2025

To fulfill Pattison Agricultures’ vision of GROWING, CONNECTING AND EVOLVING we are looking for a Remote Support Specialist - Service. The primary role of the Support Specialist - Service will be to assist in supporting centralized Customer and Product Support functions allowing Service Departments to serve customers more efficiently. This will be done by working with a group of remote Aftermarket specialists in providing call support for all locations during extended hours, weekends, holidays, and overflow volume during the day.

Responsibilities

This individual’s responsibilities include:

• Assist in the set up and maintenance of our call ticketing system within Service.
• Work regular and extended hours to support our locations Service Departments by answering and managing phone calls, providing basic service solutions to customers, and pushing requests for repair solutions to relevant Service Departments through the ticketing system.
• Provide locations support after hours on work order initiation for technicians and technician dispatch.
• Assist in marketing initiatives from Corporate Management down to the customer.

Connected Support (secondary)

• Assist Machine Monitoring Specialist in management of Expert Alerts for all locations, verify Expert Alert accuracy through customer contact, create Work Orders based on Alerts received, and communicate Expert Alert information to responsible Service Departments.
• Assist Machine Monitoring Specialist in management of DTCs (diagnostic trouble codes) through Machine Health dashboard Critical and High DTCs on specified machines. Verify DTC accuracy through customer contact, create Work Orders based on DTCs, and communicate DTC information to responsible Service Departments as required.
• Utilize 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.

Standard Job Pricing (shared duties)

• With direction from Job Code Administrator, maintain Standard Job Pricing database in Expert Services for all product lines.
• Work with Job Code Administrator on creation of needed Standard Job Pricing requests.
• With direction from Job Code Administrator, build and price service packages for SVAP/JD Quote sale.
• With direction from Job Code Administrator, build and price Service marketing promotions.
• With direction from Job Code Administrator, build ValueMax inspections in Expert Services.

Requirements

This would be an ideal position if you have:

• 4+ years’ experience in an Agricultural Dealership Service, Parts or Integrated Solutions Department operations with a technical understanding.
• Demonstrated outstanding customer service and communication skills.
• Experience solving problems effectively with the best possible outcome for all involved.
• Intermediate experience with computer functions.
• Experience writing and speaking effectively to individuals and groups.
• Experience analyzing and interpreting technical information at a basic level.
• Strong teamwork aptitude.
• Excellent people skills for working with 18 Service departments.
• Multi-tasking abilities.
• Ability to work flexible or extended hours, weekends, and holidays.
• Valid Driver’s License required.

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!

Apply early as recruitment for this position is ongoing and may be filled prior to the closing date. Candidates must be legally entitled to work in Canada.

• Pattison Agriculture Limited, 580 York Road West, Yorkton, Saskatchewan, Canada