Customer Technical Assistance Center (CTAC) Specialist
21st Century Equipment - Ogallala, NE

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Provides exceptional support to achieve internal and external customer problem resolution, in a call center environment. Will be responsible for resolving performance and technical issues using experience, published information, and other information and tools across a broad range of products. May also be utilized in the development and delivery of technical or product training to internal employees or our customers. Initial activities will also include working with the CTAC Manager to develop the appropriate processes and procedures for the successful implementation of the CTAC.

REPORTS TO : CTAC Manager

SPECIFIC DUTIES AND RESPONSIBILITIES:
  • Utilizes technical expertise and experience to resolve internal and external customer issues in a timely and professional manner
  • Escalates issues of high complexity to supervisor, John Deere Dealership Technical Assistance Center (DTAC), or other resource
  • Communicates relevant information throughout the CTAC group and company
  • May develop and present technical and product training for customer events
  • May develop and present technical and product training for employees
  • Work in a team environment and assist co-workers in resolving customer issues
  • Document customer issues and suggested solutions in Internal Knowledge Base
  • Manage customer relationship to ensure a high level of customer satisfaction
  • Some early mornings, evenings, weekends, and holidays may be required

JOB COMPETENCIES :
  • Have working knowledge and technical expertise in Precision Agriculture and/or current John Deere AMS, seeding, spraying, harvesting , hay, and forage products
  • Be comfortable in a large group training environment
  • Be an effective communicator and listener
  • Exhibit resourcefulness and be highly organized
  • Be innovative and solution-oriented
  • Be comfortable speaking to customers on the phone

RELEVANT EDUCATION AND EXPERIENCE:
  • BS – Agri-Business, Engineering, or related field desired, but not required
  • Prefer minimum 5 Years Ag industry related experience
  • AMS Specialist experience or Service Management experience a plus
  • Contact Center experience a plus, but not required

PHYSICAL REQUIREMENTS :
  • Extensive key-boarding required
  • Long periods of sitting
  • Talking on the phone

JOB BENEFITS:

21st Century Equipment - 10 months ago - save job - block
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We will consistently strive to improve the way we do business through employee training, systems development and technology. Our goal is...