Machine Support Specialist

Duration: 2 Years

As a Machine Support Specialist located in Urbandale, Iowa, you will troubleshoot complex issues, support Channel Partners, Field Teams, and Customers by using the CCMS (Case & Contact Management System, formerly known as DTAC) to resolve complex field issues. In addition, you will:

• Promote use and improvement of Technical Information and preferred delivery channels
• Assist Problem Resolution Specialists in collecting data supporting development of Evidence Packages to reduce time to resolve field issues
• Assist Dealers/TCSM's (Territory Customer Support Manager) with in-field problem resolution
• Identify need for developing and authoring new solutions
• Participate in cross functional teams in areas including Problem Resolution, Product Improvement, Product Development and Marketing by representing the voice of the customer
• Participate in development and delivery of technical training material
What Skills You Need (Required skills/experiences)
• Experience demonstrating strong analytical skills and sense of urgency in solving customer issues.
• Strong ability to self-learn and share product knowledge.
• Experience reading engineering prints and schematics.
• Experience/aptitude of strong technical skills & knowledge, particularly in hydraulic and electric systems.
• Ability and willingness to travel domestically up to 25% and internationally on occasion.
• Ability and willingness to work occasional Late shift (11:00 am - 7:30 pm) including extended and weekend hours to support seasonal volume.

What Makes You Stand Out (Desired skills/experiences)
• Knowledge or experience supporting products and their functions.
• Knowledge or experience with AMS (Ag Management Solutions) components.
• Knowledge or experience with the CCMS.

Education
• Bachelor's degree in Agriculture, Technology, Engineering, Marketing, or equivalent discipline/work experience.