Technical Service Specialist II

3 weeks ago

Melbourne, Victoria, Australia AGCO Corporation Full time

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Do you want to help solve the world\'s most pressing challenges? Feeding the world\'s growing population and slowing climate change are two of the world\'s greatest challenges at AGCO we are proud to be working towards a solution, come and join us as our new Supervisor, Technical Service and make your contribution.

This position will be considered either Onsite or Hybrid.

Job Summary

The Technical Service Specialist is responsible for the dissemination of accurate and prompt service direction to AGCO field service inquiries via telephone, and the web for assigned AGCO products. Responsibilities include trouble-shooting and diagnostics for all technical issues and then communication in the forms of tele-service, web communication, service publications, dealer service training (supplemental assistance only), and warranty claim review (supplemental assistance only). The Specialist is expected to be a recognized service expert on their assigned product(s). In special circumstances, the Specialist may also support local manufacturing site activities (product line audits, end of line quality audits, aid in solving issues with product in the manufacturing environment). The Employee will be responsible to authoring technical documentation and to monitor the execution of the campaign in the regions.

Your Impact will include, but not limited to the following

Supervise the CS Escalation process and Full Harvesting portfolio of the region ensuring Issues are addressed quickly and solution develop/ communicate appropriately into the region.
Inquiries / communications: Responsible for processing inquiries related to product failure diagnostics, performance, reliability, product features, service administration, product training, and warranty. Structure responses in Salesforce consistent with defined standards governing case content, quality and structure; with sensitivity to cost of machine repairs to AGCO warranty, dealer, and customers. Responses will be tailored to include complete information as they are also available for future reference by other Specialists.
Problem investigation: Use existing tools ( Knowledge, Technical Publications, PPR tools, Engineering tools, etc.) to research technical solutions when said solutions are known. Otherwise, work with Team Leader and/or Product Performance, Engineerign other dept. on issues where technical solution is not known.
Technical Services and Support Improvements: Assist Product Performance Specialist and Product Performance Manager to identify product issues while maintaining or improving product performance, reliability, quality and customer satisfaction. This may involve drafting and developing PPR items and aiding in analysis.
Continuous Personal Growth: Expand skills and abilities through participation in training offered by the Technical Training department, internally facilitated training events, on-line and other available company offered training. A Specialist's skills will be reviewed and accessed semi-annually by the Team Leader. Complete miscellaneous assignments related to Technical Support as requested by Team Leader.

Your Experience And Qualifications

A comprehensive technical knowledge of AGCO products and of mechanical/electrical system. Knowledge of service/parts management methods
Good knowledge of mechanized agriculture and land preparation techniques
Good interpersonal skills. Commercial awareness
Good understanding of the farm machinery dealer network
High level PC expertise and Office Package. Ability to communicate at all levels

Key Competencies

Strategic thinking and planning
Relationship management
Sales and negotiation
Market awareness
Self-motivation and initiative
Problem-solving and adaptability

Your Benefits

Competitive base salary
A company performance related annual bonus
Employee Stock Purchase Plan
A supportive workplace culture

Your Workplace

We value inclusion and recognize the innovation a diverse workforce delivers to our farmers. Through our recruitment efforts, we are committed to building a team that includes a variety of experiences, backgrounds, cultures and perspectives.

Join us as we bring agriculture into the future and apply now

AGCO is proud to be an Equal Opportunity Employer. We maintain a drug-freeworkplace and perform pre-employment substance abuse testing.

Please Note

As an essential part of our hiring process, you will be required to undertake a National Criminal Check.
You are required to have Australia work rights as no work/ visa sponsorship is offered with this role.

Seniority level

Associate

Employment type

Full-time

Job function

Information Technology
Industries
Machinery Manufacturing and Farming

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