contingent position: Product Support Representative (m/w/d)

At John Deere, we run so life can leap forward. This powerful purpose is our promise to humankind that we will dream, design, and deliver breakthrough products that sustain our world for generations to come. The world is counting on us to feed billions of people and build vital infrastructures in villages, towns and megacities. And we live up to the legacy our founder forged in a one-room blacksmith's shop nearly two centuries ago by creating a culture that brings out the best in all of us. A culture where great ideas thrive because every voice is heard.

The Intelligent Solutions Group (ISG) of John Deere in Kaiserslautern develops future trends and technologies in mobile agricultural and construction machinery in cooperation with different research centers. In addition, ISG develops and sells products and services in precision farming & construction such as global navigation satellite systems (GNSS), automated steering systems, machine automation, sensor technologies, telematic system solutions, web applications as well as apps for mobile devices to optimize farming processes and to support decision making.

Effective immediately, our Product Support department in Kaiserslautern is looking for a

Product Support Representative (m/f/d)

This position is eligible for remote work. The arrangement may be delayed for training or other job acclimation purposes and remains subject to change.

Your Responsibilities:
 As a Product Support Representative for John Deere Intelligent Solutions Group located in Kaiserslautern, Germany, you will utilize customer support planning tools to track and communicate Agile Development project deliverables, making both strategic and tactical decisions for products. In addition, you will:
 
•    Monitor and analyze problem resolution data to understand emerging issues within the Operations Center with initial focus on Planning application and develop a prioritized list of product line improvements with that problem resolution data and customer feedback.
•    Assist with resolving complex problems and knowledge source for the Global Support Center on issues escalated through the Problem Resolution Process.
•    Assist with technical training for web and mobile solutions for internal users, marketing, and support groups.
•    Drive and support Region 2 problem resolution, planning, and PIP activities for connectivity products and solutions.
•    Support connectivity integration program teams with fundamental process and product knowledge.
•    Support Region 2 Aftermarket & Customer Support team driving the connected support strategy.
•    Contribute to and collaborate with the Data, Apps & Analytics product support team in USA.
•    Must be able to travel up to 25% domestically and internationally.
 
What Skills You Need (required skills/experiences):

•    Strong interpersonal skills, with proven ability to take initiative to build strong and cooperative relationships.
•    Ability to influence without authority.
•    3 or more years of Customer Support Processes and Procedures.
•    3 or more years working in a cross-functional team environment.
•    3 or more years in Precision Agriculture field resulting in knowledge of products, customers, markets, and competitors.
•    3 or more years of experience in decision-making and driving high levels of customer satisfaction.
•    3 or more years working on multiple projects with demonstrated success.
•    1 or more years developing, managing, and communicating information in a clear and organized fashion.
•    Must be able to travel up to 25% domestically and internationally.
 

What Makes You Stand Out (Desired skills/experiences)
 
•    Thorough analytical and problem-solving capability for digital product issues, data analysis, and Early Detection Problem Resolution (EDPR) reports.
•    Customer support experience with interaction regarding software, products, and services.
•    Understanding of dealer support processes.
•    Demonstrated knowledge of the problem resolution system.
•    Understanding of Agile software development methodology.
•    Passion for learning about agricultural practices and their impact on our products.
•    Field experience or experience working in the precision farming industry.
•    Dealer and/or channel partner experience.
 
Education
Ideally you will have a degree or equivalent related work experience in the following:

•    Bachelor's degree in Agricultural Business, Sciences, Marketing or Engineering or equivalent experience in a related career field

No matter who you are - you are welcome at John Deere! We believe that Diversity and Inclusion make us stronger. If you recognize yourself here we are looking forward to your application via our online portal!

ERA Grouping: EG10 RLP

ERA Task: 07.06.03.16b

Application deadline: 04.01.2025

Limitation: approx. March 31st, 2026

John Deere Mannheim

Human Resources

Kirana Spingies

Hiring Manager

Yann Eouzan