Technical Service Specialist -Mechanised Agriculture Aftersales

11 Apr 2018
21 Apr 2018
Contract Type
Full Time
Technical Service Specialist - Mechanised Agriculture Aftersales.

Stoneleigh - Warwick

As part of the AGCO Aftersales Customer Care team this role will provide Multi-Branded Technical Support to Distribution partners (UK and Ireland Dealer network) and internal functions to deliver high quality, responsive Parts Technical and Technical Support Service to the dealer network. This position will report to the Aftersales Customer Care Lead.

Key Responsibilities:

* Answer and monitor Dealer/Distributor incoming technical queries within targeted response times
* Liaise with internal functions (eg Quality Control, Product Planning, Engineering, Technical Service) to resolve customer / dealer technical queries within targeted response times.
* Work with internal departments to resolve issues affecting dealer after sales performance
* Identify technical alternatives to resolve VOR backorder requirements
* Attend training sessions when required (new models, new features, etc)
* Participate in seminars and company events when required
* Participate in Harvest Cover (ie, rota, extended working hours)
* Cross skilling to provide backup support to service colleagues
* Advise Dealer network on the best practice using Tech Connect for problem reporting
* Provide 1st Class technical and timely response using Salesforce by providing dealer parts and service technicians with technical assistance on service and parts related matters by telephone and Salesforce with secondary support to other AGCO brands as seasonal and workload peaks demand.
* Make supervised field visits representing Technical Service in areas of problem research/resolution as and when required.
* Provide support to the Abbey Park Training school and assist with training courses as required.
* Collate and quantify market field parts, service issues and liaise with EAME technical teams for source plant technical / engineering team resolution and service review.
* Act as country reference point to a source factory for the primary brand.

Skills & Experience:

* A technical knowledge of AGCO products.
* Knowledge of mechanised agriculture and land preparation techniques
* Good interpersonal skills
* High level PC expertise: AGCO systems, AGCO Net, diagnostic systems.
* Requires high level of mechanical, hydraulic and electronic understanding.
* Should be able to write clear and concise technical text.
* An understanding of the importance of customer care and commercial impact
* An aptitude for problem solving
* Full understanding of the UK and Ireland dealer network along with Parts and Service Practices.

We offer the following benefits:

* A company performance / Individual performance related bonus
* Defined Contribution Pension Scheme
* Life assurance and critical illness cover for Pension members
* 26 days holidays + statutory holidays
* Childcare vouchers
* Confidential Employee Assistance Programme for employees and their immediate family
* On-site parking
* On-site restaurant

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