Technical Communicator and Instructor
Job DetailsJob LocationNE - Support Center - Holdrege, NEPosition TypeFull TimeEducation Level4 Year DegreeJob ShiftDayJob CategoryConnected SupportLocation:
Preferred:
LandMark Support Center, Holdrege NE - Remote work considered within LandMark territoryPurpose:
Provide exceptional support to LandMark Implement customers by supporting our technicians at our shops and in the field.
Ensure customer uptime and experience through working product support cases in a timely matter to achieve problem resolution.
Help with afterhours support through gathering information, parts location and dispatching of technician.
Administers, organizes, and coordinates employee and customer training for the organization.
Responsibilities:
Technician and Customer Support:
Work with LandMark Service personnel to help technicians submit well prepared cases with required and complete information.
Utilize previous DTAC cases and equipment knowledge to provide quick case turn around and resolution for technicians.
Become a product expert in order to support optimizing equipment over the phone.
Attain an expert level of knowledge regarding how AMS systems work on all equipment.
Participate in on call schedule to support Afterhours Service calls by gathering information, locating parts, and dispatching technicians.
Participate in on call schedule to manage DTAC cases after hours.
Assist in the operation of the AMS Helpline to aid customers via the phone or technology enabled methods.
Be proficient in the use of DTAC, Service ADVISOR, Sales Manual, Configurator, and other programs to assist in problem resolution.
Utilize and understand AMS products, JD Link, Operation Center, and other technology products to a level where you can explain the benefits to a customer for their operation.
Become an expert on PowerGard and call customers to renew PowerGard Become knowledgeable on LandMark Uptime process and call customers to sell and renew Uptime Packages.
Employee and Customer Training:
Train developing technicians by:
Helping develop diagnostic knowledge Providing support in using tech manuals and diagnostic processes Support the planning and delivery of employee and customer training by:
Formulating training content, programs, and schedules, based on knowledge of identified training needs and product and service changes Assisting with preparation and distribution of instructional material, handouts, evaluation forms, training manuals, visual aids, etc.
Identifying which employees should attend and/or instruct at training events Delivery of training at company events with other LandMark employees Review existing training programs and provide update recommendations Assist the Training Director with maintaining employee training records Assist the Training Director with the coordination of employees and department managers to schedule and allocate time for completion of training plans Visit company locations to review training needs and ensure completion of training plan Position will have a large responsibility in training and education Experience, Education, Skills and Knowledge:
1
experience in training or education preferred Ability to speak in public and teach to large and small groups of people Excellent organization skills Ag Ed teaching degree desired Technical large ag equipment knowledge strongly desired Prior work experience in a similar field Ability to lead and work with others Communicate well via email / voice / phone / text Ability to work flexible / extended hours during busy times Ability to speak and write effectively one-on-one and in groups Ability to use standard desktop applications such as Microsoft Office and internet functions High skill level with Excel spreadsheets Understand electrical / electronic systems or ability to learn is preferred Basic understanding of agronomics is preferred Bachelor Degree Preferred Familiar with John Deere and competitive products LandMark is an Equal Employment Opportunity Employer promoted to a diverse workforce.
Recommended Skills Communication Coordinating Curiosity Customer Service Electronic Systems Expediting Estimated Salary: $20 to $28 per hour based on qualifications.
Preferred:
LandMark Support Center, Holdrege NE - Remote work considered within LandMark territoryPurpose:
Provide exceptional support to LandMark Implement customers by supporting our technicians at our shops and in the field.
Ensure customer uptime and experience through working product support cases in a timely matter to achieve problem resolution.
Help with afterhours support through gathering information, parts location and dispatching of technician.
Administers, organizes, and coordinates employee and customer training for the organization.
Responsibilities:
Technician and Customer Support:
Work with LandMark Service personnel to help technicians submit well prepared cases with required and complete information.
Utilize previous DTAC cases and equipment knowledge to provide quick case turn around and resolution for technicians.
Become a product expert in order to support optimizing equipment over the phone.
Attain an expert level of knowledge regarding how AMS systems work on all equipment.
Participate in on call schedule to support Afterhours Service calls by gathering information, locating parts, and dispatching technicians.
Participate in on call schedule to manage DTAC cases after hours.
Assist in the operation of the AMS Helpline to aid customers via the phone or technology enabled methods.
Be proficient in the use of DTAC, Service ADVISOR, Sales Manual, Configurator, and other programs to assist in problem resolution.
Utilize and understand AMS products, JD Link, Operation Center, and other technology products to a level where you can explain the benefits to a customer for their operation.
Become an expert on PowerGard and call customers to renew PowerGard Become knowledgeable on LandMark Uptime process and call customers to sell and renew Uptime Packages.
Employee and Customer Training:
Train developing technicians by:
Helping develop diagnostic knowledge Providing support in using tech manuals and diagnostic processes Support the planning and delivery of employee and customer training by:
Formulating training content, programs, and schedules, based on knowledge of identified training needs and product and service changes Assisting with preparation and distribution of instructional material, handouts, evaluation forms, training manuals, visual aids, etc.
Identifying which employees should attend and/or instruct at training events Delivery of training at company events with other LandMark employees Review existing training programs and provide update recommendations Assist the Training Director with maintaining employee training records Assist the Training Director with the coordination of employees and department managers to schedule and allocate time for completion of training plans Visit company locations to review training needs and ensure completion of training plan Position will have a large responsibility in training and education Experience, Education, Skills and Knowledge:
1
experience in training or education preferred Ability to speak in public and teach to large and small groups of people Excellent organization skills Ag Ed teaching degree desired Technical large ag equipment knowledge strongly desired Prior work experience in a similar field Ability to lead and work with others Communicate well via email / voice / phone / text Ability to work flexible / extended hours during busy times Ability to speak and write effectively one-on-one and in groups Ability to use standard desktop applications such as Microsoft Office and internet functions High skill level with Excel spreadsheets Understand electrical / electronic systems or ability to learn is preferred Basic understanding of agronomics is preferred Bachelor Degree Preferred Familiar with John Deere and competitive products LandMark is an Equal Employment Opportunity Employer promoted to a diverse workforce.
Recommended Skills Communication Coordinating Curiosity Customer Service Electronic Systems Expediting Estimated Salary: $20 to $28 per hour based on qualifications.
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