Product Support Representative III (Grads or Related Exp/Diesel Engine troubleshoot Exp)-SD

Location: Waterloo, Iowa, USA Contract Duration - 12 Months Shift: Hybrid schedule - worker must be available to come onsite 2 - 3 days per week. Description: Troubleshoots complex problems. Resolves complex problems using advanced troubleshooting skills and all available resources. Gathers data from multiple sources within and outside Deere, synthesizes the data into useful information. Develops solutions and provides product technical support to field teams, channel partners, customers on complex product problems while developing channel partners' technical and Customer Support capability. May lead the research, development and implementation for a broad range of support services and initiatives to provide support for channel partners, customers, and company personnel in order to drive customer satisfaction. Participates in developing and authoring Product Improvement Program (PIP) solutions. Participates in cross-functional teams (Product Development Process, Order Fulfillment Process and Customer Support Process) internally and externally, providing information and identifying Product Support's concerns and issues for the team. May lead projects. May develop and deliver advanced technical content training materials. Travels to collect failure data and application data to provide problem definition on complex problems. May serve as a resource to other Product Support Representatives, Quality Improvement Teams, etc. Duties: Following the Problem Resolution Process, takes a lead role in troubleshooting and solving complex problems for field teams, channel partners, or customers using advanced diagnostic skills, and systems and tools to access all existing published information. Under the framework of established processes, takes a lead role in analyzing data from multiple sources within and outside Deere and works through cross-functional teams to resolve technical problems on new products. May develop and author solutions/bulletins for complex problems that can be utilized by field teams or channel partners. In a factory environment, under direction, may be responsible for Product Improvement Program (PIP) development and implementation. Provides feedback regarding product performance, deficiencies and customer requirements. This may include maintenance of reporting and monitoring tools and participation in Product Development Process (PDP) and/or Early Detection Problem Resolution (EDPR) teams. May track competitive activity. May develop Parts and Service Programs and pricing strategies. Adapts, develops and delivers technical training for complex products, services or initiatives for field teams and channel partners. May monitor results and identify gaps. Under direction and utilizing the established processes may be responsible for identifying requirements for publications; and liaison with publications groups. May travel to the field to provide problem resolution on complex problems. May assist on territory including support of marketing and/or quality department activities. Proactively identifies own training needs to maintain current on product enhancements: attends appropriate training as needed. May assist less experienced Product Support Reps in this regard. We are a worldwide team of diesel engine experts providing technical solutions and delivering problem resolution to customers across the globe. Our goal is to minimize engine downtime when failures occur and to prevent failures from reoccurring. We achieve this goal though three fundamental steps: Communication We work directly with dealer technicians to fully understand the failure and gather all relevant information. Investigation We utilize technical publications, engineering documentation, and work directly with engineering teams to develop short-term engine repair recommendations. Resolution We document all of our findings, data and track trends to identify emerging issues. We actively participate in creation of technical solutions that provide long-term problem resolution. Day to Day Activities: Analyze engine hardware and engine performance data to identify failures Provide troubleshooting direction directly to engine technicians Travel to the field when necessary to assist in troubleshooting and to gather failure data Work directly with vehicle factories to solve engine integration issues Engage engineering and quality improvement teams to determine root cause of field failures Develop short-term corrective actions and provide input on long-term problem resolution Improve engine diagnostics by authoring technical solutions Provide input into engine technical publications and training materials Job Requirements: Domestic travel 4 year degree in engineering or related field Demonstrated experience with diesel engine troubleshooting Experience helping customers