Harvesting & Precision Ag Customer Support Bardi

Harvesting & Precision Ag Customer Support
Bardi
Emilia Romagna, Bardi

Welcome to John Deere, the leading innovator of agricultural, forestry, construction, lawn and grounds care equipment supported by comprehensive parts and financial services solutions.

With around 70, 000 employees worldwide, we develop and produce connected and technologically advanced machines with a total sales of $35, 5 billion.

By joining us you grow individually and become a key contributor in managing the biggest global challenge: supplying 7 billion people with food, clothing and infrastructure.

John Deere Italiana supports our dealers to deliver the best possible service to our customers and is looking for the following position for its italian market:

**Harvesting & Precision Ag Customer Support Specialist

**Your Responsibilities

- Enables channel partners within assigned area of responsibility by offering training, tools and processes to minimize machine downtime of their customers

- Ensures a distinctive customer experience, enables Connected Support solutions and helps to grow dealers' aftersales profitability with combines, forage harvesters and large square balers

- Cooperates with Production Systems to resolve product and performance issues in assigned area of responsibility

- Optimization of machines

- Manages EDPR (Early Detection Problem Resolution) projects with factories

- Partners with Product Support Problem Resolution team and monitors continuous improvement programs

- Manages and delivers product optimization training to channel partners and customers

**What Skills You Need

- Interpersonal Communication

- Active Listening

- Negotiatiation

- Conflict resolution

- Good local and foreign language skills

**What you will Learn**:

- Gain field experience with regular dealer & customer contact

- Gain technical product knowledge and agronomy

- Gain Production Systems knowledge

- Understand the dealer business and how to drive profitability of the aftermarket business

- Identify opportunities to increase Customer Experience, driving customer retention and loyalty

- Prevent and solve problems

- Learn about the value proposition of John Deere harvesting products

- Train, organize, present, and consult

**Major Purpose**:

- Achieves marketing unit product support and customer/dealer satisfaction goals in a geographic area of responsibility by developing channel partner technical and product support capability, preempting and resolving technical and/or parts issues impacting machine performance and uptime, working with channel partners to manage customer relationships, delivering channel partner/customer training and administering product warranty and other reimbursement policies.

**Major Duties**:

- Resolves product and performance issues with channel partners/customers and communicates with factories on appropriate issues and solutions; including Customer Satisfaction Index (CSI)/Customer Relationship Management (CRM) and follow-up.

- Manages efforts in developing channel partner's product support capabilities (Service ADVISOR, Dealer Technical Assistance Center, Tools, Facilities, Warranty Administration) to improve customer satisfaction.

- Delivers product training, technical, and/or management training to channel partners, company employees or customers and facilitates channel partner employee development by counseling them on training plans and class enrollment.

- Provides marketing support to ensure product optimization via customer clinics and assisting with demonstrations and farm shows.

- Administers Company product warranty/Product Improvement Program (PIP) policies and resolves other reimbursement issues.

- Depending on division requirements, may develop channel partner's service management/profitability capabilities.

- Administers product support policies and/or processes.

- Tracks and reports competitive performance.

**Skills, Abilities, Knowledge**:

- Knowledge of dealers and other channels. - Knowledge of dealer product support capacity and competencies. - Skill in interpersonal communications, negotiation, and conflict resolution. - Understanding of Customer Support Process. - Knowledge of products, customers, markets and competitors. The information contained herein is not intended to be an exhaustive list of all responsibilities and qualifications required of individuals performing the job.

The qualifications detailed in this job description are not considered the minimum requirements necessary to perform the job, but rather as guidelines.

John Deere is an equal opportunity employer.

All qualified applicants will receive consideration for employment without regard to, among other things, race, religion, color, national origin, sex, age, sexual orientation, gender identity, status as a protected veteran, or status as a qualified individual with disability.

John Deere is an equal opportunity employer.

All qualified applicants will receive consideration for employment without regard to, among other things, race, religion, color, national origin, sex, age, sexual orientat