Technical Service Specialist Ii, Digital

3 semanas atrás

Canoas, Brasil AGCO Tempo inteiro

**Who we are?**

We are a global leader and trusted partner focused on developing, manufacturing and distributing agricultural solutions with our brands Challenger®, Fendt®, GSI®, Massey Ferguson® and Valtra®, powered by Fuse® and Precision Planting® smart agricultural solutions.

Our purpose is to offer farmer-focused solutions to sustainably feed our world. Our core values of transparency, respect, responsibility, integrity and team spirit underpin our work, how we interact with each other and what strategies we employ to fulfill our mission. Our core values are the practices we use daily in everything we do.

If the world of agriculture changes, so do we. With courage. We do this for the farmers. For the people who work for them. For us. For the future.

Join us and experience our platform of global diversity and entrepreneurial spirit as you help us create innovative technologies and positively impact the food of nearly 8 billion people worldwide.

**What we are looking for**:
The Technical Service Specialist (“Specialist”) is responsible for the dissemination of accurate and prompt service direction to dealer, distributor and/or 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).

**What are you going to do**:
The “Specialist” has several responsibilities: - Technical Inquiries/Communications: Responsible for processing inquiries related to product failure diagnostics, performance, reliability, product features, service administration, product training, and warranty. Structure responses in Tech Connect 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. - Technical Expert: Become a technical “expert” on assigned products through answering technical inquiries, creating Knowledge, communication with Product Performance (Level 3), production plant visits, engineering center visits, and occasional visits to dealers, customers, and trade shows. The sophisticated designs of AGCO equipment requires all Specialists to have a thorough, expert-level understanding of Precision Agriculture/Farming systems. - 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 annually by the Team Leader. Complete miscellaneous assignments related to Technical Support as requested by Team Leader. - Problem Investigation: Use existing tools (Tech Connect, Contact Management System, Knowledge, Technical Publications, etc.) to research technical solutions when said solutions are known. Otherwise, work with Team Leader and/or Product Performance Team on issues where technical solution is not known. Ensure all contacts are recorded in web based systems for future consumption by other Specialists - Warranty Processing: When requested by Warranty Administration, provide input on highly technical warranty claims. The Specialist is not responsible for directly managing Warranty claims, but should serve as a technical expert when needed or requested to do so. - 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. - Service Training: Assist Technical Service Training organization to identify service training needs at AGCO dealerships. Serve as Subject Matter Expert to assist Training Department in development of training materials and programs necessary to enhance dealer service capabilities. Provide supplemental assistance at Service Training sessions when requested to do so and approved by Team Leader. - New Technologies: Stay current with new technologies in the industry associated with assigned products.

**What do you need**:

- Experience in a Technical Support environment or similar
- Experience with mobile equipment (such as agricultural, construction or forestry equipment; on/off-road trucks; or, automobiles)
- Knowledge in the use of a web-based systems or contact management systems
- Accomplished communication capabilities (spoken and written)
- Dealership experience (sales, parts, or service) - not required, but is beneficial.
- Advanced English
- Completed gra

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