Service Support Specialist

Job DescriptionJob DescriptionPosition Specifics:Department: ServiceReports to: Support Center ManagerType of Employment: Full-TimeWage Type: HourlyLocation: (1 of our 13 Locations)At Sinclair Tractor, we pride ourselves on being the destination in Southeast Iowa for agricultural equipment, precision farming, agronomic decision support, NAPA parts and supplies. With thirteen John Deere dealerships, five NAPA parts locations and a Supply Store, we are looking for motivated and talented people to join our team.Purpose:To provide unparalleled support to customers, location service managers and field service technicians on any service assistance requests. Open work orders for dealer locations and field service techs. Collaborates with service managers and service scheduler to maintain a schedule for each location of when work can be performed and tracks accordingly. Directs requests of additional support from field service to the correct location for action.Responsibilities include but not limited to:Fields internal and external customer inquiries to the service department teamOpens work orders for Service DepartmentUpdates customer profiles using equipment, hours, or other information from the customer work orderFluent and understand ExpertConnect Ticketing ProcessMaintains communication thru ExpertConnect with customers and service techsFirst Line to insure field techs get requested parts, transcribed stories to t-complete, and communicating services to field techsMay gain customer approval for Quoted Repairs thru ExpertConnectTrack and act upon each Expert Connect trouble ticket to a successful and timely completionMaintains accuracy and updates of the service portion of the Sales Service Priority List (SSPL) then collaborates with the respective Sales Coordinator for their input on the SSPLPrepares repair orders for service managers review and invoicingMay participate in Service EDUCATE Training programs required for the development of skills and knowledgeMaintains a clean work area and performs work in a neat and orderly fashionFollows all safety rules and regulations in performing work assignmentsMaintains knowledge of John Deere and competitive productsExperience, Education, Skills and Knowledge:Experienced at multitasking and juggling varying responsibilities in a fast-paced environmentProficient computer skills in Word, Excel, OutlookAbility and desire to learn John Deere operating systemsUnderstand the importance of information by making sure all work is done correctly and in a timely mannerAbility to work independently and exercise excellent judgment in order to reflect the company's valuesEffective written and verbal communication skillsStrong organizational skillsHigh level of attention to detail, especially under pressureDependability and consistency is a mustPolished, Professional, and Friendly demeanorWorking Conditions & Requirements:All weather conditionsSitting for extended periods of timeLifting at least 30 poundsOffice or Remote settingTravel as neededThis is not an all-inclusive list of job-related responsibilities, skills, or working conditions. Management reserves the right to revise the job or require different tasks be performed as assigned. Sinclair Tractor provides equal employment opportunities to applicants for employment and prohibits discrimination and harassment of any type without regard to any protected classes. This job description is not an employment contract and the employment relationship remains "at will." Sinclair Tractor will reasonably accommodate the known disabilities of qualified disabled individuals.

Created: 2025-04-09