Description :
NOTE: This position will be required to work a rotating schedule over all shifts and occasional holidays Explanation Statement John Deere Intelligent Vehicle Systems, in Urbandale, IA, is seeking a Customer Service Representative to provide information/solutions as frontline support to customers on basic product related inquiries on policies, issues, and concerns to optimize customer satisfaction and retention. In this position, you will: Provide responses and/or solutions to customer inquiries, problems and concerns. Effectively document customer interactions and product/service issues. Distribute additional product/service information that is helpful to the customers. Maintain the accuracy and availability of customer related information on-line. Interface with other functional groups, such as Engineering or Order Fulfillment, in order to respond to general inquiries. Assist in sales or support programs by outbound calls, including follow up with field staff. Follow up any unresolved issue within a 24-hour period. Assist in all training of contingent staff. Education Bachelor's degree in Engineering/Technology, Agricultural Sciences, Business/Management, Education or 4+ years of equivalent experience. Required Skills and Experience In-depth computer knowledge, including 2+ years experience troubleshooting operating systems and file structure, plus prior experience supporting Windows 98. 2+ years experience in technical customer service/support role or related customer-oriented environment. Understanding of Customer Support Process. Excellent interpersonal communication, negotiation, and conflict resolution skills. Prior customer support experience with customer facing interaction regarding products, parts, and services. Proficient with Microsoft Office applications and internet/intranet applications. Desired Skills and Experience Experience with John Deere precision farming equipment. Experience or expertise in hex editing of raw data files. Knowledge of John Deere dealers and other channels. Understanding of dealer and John Deere parts systems and procedures. Working knowledge of marketing and channel management. Foreign language skills. ***Relocation benefits are not provided for this position*** This position will be posted for a minimum of 7 business days and unposted when a qualified pool of candidates is achieved. The information contained herein is not intended to be an exhaustive list of all responsibilities, duties and qualifications required of individuals performing the job. The qualifications detailed in this job description are not considered the minimum requirements necessary to perform the job, but rather as guidelines. They may vary from position to position.