Vermeer Corporation Technical Service Support Specialist in Pella, Iowa
You’re not likely to find another company like Vermeer. Our people are from all walks of life in locations around the world, rolling up our sleeves and getting tough work done every day. Together. We’re a family-owned and operated company with an unmatched culture, one that is built on the belief that every Vermeer team member has real, personal impact – on our people, our customers and our world. Whoever you are and where you are in your career, Vermeer helps you be Equipped to Do More ® .
The Technical Service Support Specialist provides a professional level of complex technical assistance to dealers and owners of company products to ensure customer satisfaction. This role drafts technical bulletins and other service documents, conducts technical training on company products. This role gathers parts information as well as quality and reliability process feedback from the customer service network. This position also reviews and critiques FCN’s (Field Change Notification) and reviews ECN’s (Engineering Change Notice) to enhance knowledge of improvements to equipment.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
Exhibit the Vermeer characteristics of caring culture, demonstrating agility, customer focused and stewardship while modeling the associated behaviors.
Provide complex technical support to customers and dealers via the telephone or email. Ensure all service calls are tracked and documented in the customer service database. Determine and advocate when travel is required to resolve escalated issues in the field.
Assist in the development of service training courses by testing, researching, and serving as an expert on the product. Conduct virtual and onsite training for technicians and customers.
Operate new equipment to understand how it works and its serviceability.
Work with manufacturing on setting quality standards for all machines by holding random quality events. Communicate findings to appropriate departments.
Work with engineering design and make suggestions to enhance product serviceability. Track enhancements and ensure they are completed to finish.
Troubleshoot and repair equipment that has been returned. Research repetitive issues with products in the field to aid in development of a field campaign to resolve issues. Create service bulletins and service notes to inform the field representatives of any changes of performance or product enhancements.
Review and provide input on parts stocking list. Take calls on parts and assist the Parts Center, dealers and customers in finding a rare or hard-to-find part.
Track pilot machine performance within an appropriate timeframe based on performance or relevant warranty information.
Administer and approve customer retention spending for out of warranty requests.
Education and/or Experience
Other Skills and Abilities
Demonstration of high-quality verbal and written communication skills, including the ability to conduct lectures and training seminars. Proficiency in other applicable languages would be preferred.
Ability to provide informative and professional assistance when working with the public/customers and co-workers and maintain positive interpersonal relationships which encourage openness.
Ability to maintain a professional and positive attitude in "heated" situations.
Knowledge of hydraulic, electrical, and mechanical systems.
Ability to read and use measuring devices.
Ability to troubleshoot an electrical or hydraulic system over the phone, in person or on a machine.
Ability to provide expertise if service department is required to testify in lawsuits.
Ability to expedite reasonable solutions to the field in a timely manner for customer satisfaction.
Ability to identify and report any safety or hazard type condition that may exist or surface to avoid injuries.
Certifications, Licenses, Registration
Ability to obtain Class 1 CDL License preferred if job duties require it.
Other certifications may be needed or required (i.e. Tractor for Forage).
Up to 50% domestic and/or international travel by car or plane may be required.
ONSITE: A team member’s day-to-day work is best done on a Vermeer campus. If work content can be occasionally completed at an offsite location, discuss potential arrangements with your manager.
All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, age, disability or veteran status. Applicants requiring a reasonable accommodation due to a disability at any stage of the employment application process should contact Team Member Solutions in human resources at (641) 621-8767 or at email@example.com.
Our reach is global, our impact is personal. By joining Vermeer, you won’t just be making the right step for your career. You’ll be making a real, personal impact on our people, our customers and our world.
Impact Our People: You’ll find teams of hardworking people who take pride in their work, pride in each other and pride in the principles that guide them. Our team members are diverse, talented and driven to continuously learn, improve and innovate, both for our company and for their careers.
Impact Our Customers: Whether our customers are operating small stump cutters in their backyard or giant surface mining equipment in Australia, they make progress happen. Our team members are constantly turning up new possibilities and collaboratively innovating to keep our customers and the people they serve on the leading-edge of progress around the world.
Impact Our World: At Vermeer, we believe in giving back and helping people and communities. We’ve held that belief from our founding in 1948. Our reach extends from offering impressive benefits that help our team members and their families live well, to supporting our local communities through volunteer and community investment programs. Our impact is also experienced by the way our customers use Vermeer products to make a difference. Vermeer equipment is used all around the world to keep people connected to life necessities, such as water and electricity, harvest the feed that nourishes a vibrant food supply and effectively manage precious natural resources that improve our quality of life.