Senior Product Support Representative

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Date: Apr 2, 2024

Location: Urbandale, Iowa, US, 50322

Company: John Deere

There are over 7 billion people on this planet. And by 2050, there will be 2 billion more... many moving into urban centers at an unprecedented rate. Making sure there is enough food, fiber and infrastructure for our rapidly growing world is what we're all about at John Deere. And it's why we're investing in our people and our technology like never before! Here the world's brightest minds are tackling the world's biggest challenges. If you believe one person can make the world a better place, we'll put you to work. RIGHT NOW.

 

John Deere is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to, among other things, race, religion, color, national origin, sex, age, sexual orientation, gender identity or expression, status as a protected veteran, or status as a qualified individual with disability.

 

Primary Location: United States (US) - Iowa  - Urbandale  
Function: Customer & Product Support
Title: Senior Product Support Representative - 106665 
Onsite/Remote:Onsite Position

 

  

 

Your Responsibilities

 

As a Senior Product Support Representative in the Aftermarket & Customer Support organization at John Deere Intelligent Solutions Group (ISG) located in Urbandale, IA you are responsible for executing Customer Support Planning deliverables along with supporting our Problem Resolution Process for your assigned digital solution offerings. You will support multiple product projects through the full project life cycle focusing on License Manager, Solutions as a Service (SaaS), Autonomous Vehicle Systems, and other use-based technology solutions including See & Spray™. In this role you will...

 

  • Serve as the lead for Product Support on agile solutions teams to ensure that worldwide customer requirements are driven into our offerings along with a clear customer and dealer support path.
  • Lead core teams tasked with supporting business models and technology offerings requiring licenses or subscriptions that are new offerings from John Deere.
  • Follow the Customer Support Planning process to track and communicate Time-Based Delivery project deliverables, making both strategic and tactical decisions for products and aligning with the ISG digital software release cadence.
  • Develop a prioritized list of technical solutions and support process improvements by collecting, analyzing, and validating global NPS survey data and customer feedback requests.
  • Be accountable for understanding and driving action towards customer feedback data from various sources, as well as prioritizing solution enhancements to increase ISG digital NPS.
  • Lead and assist other team members with resolving complex problems escalated through the Problem Resolution Process.
  • Develop and deliver technical training to internal stakeholders, dealers, and support targeted Production & Precision Ag events.

 

VISA Sponsorship is not available for this position

What Skills You Need

 

  • Experience collaborating on a cross-functional team, growing positive working relationships, and demonstrating the skill of influencing without authority.
  • Demonstrated understanding of the Enterprise Customer Support, Agile, and new Product Delivery Processes.
  • Experience working on multiple projects simultaneously with the ability to shift focus when customer or dealer issues require priority.
  • Experience developing, managing, and communicating information in a clear and organized manner.  
  • Willingness to act with a sense of urgency in alignment with our digital Problem Resolution metric goals.
  • Ability and willingness to travel domestically and internationally up to 25%.

What Makes You Stand Out

 

  • Knowledge of licensing advanced software for Production & Precision Ag technologies.
  • Knowledge/experience with subscriptions or Solutions as a Service (SaaS) delivery.
  • Demonstrated ability to leverage data and analytics to identify opportunities and solve problems.
  • Field experience or experience working in the Production & Precision Ag industry.
  • Agile software development experience.
  • Prior Customer and Product Support experience
  • Demonstrated knowledge of the Case Management system, Corrective Action, and similar support processes.
  • John Deere Dealer and/or channel partner experience

Education

 

Ideally you will have a degree or equivalent related work experience in the following:

 

  • Undergraduate degree (4 years or equivalent) in Industrial Technology, Agricultural Business, Management, Data & Analytics, or Engineering discipline, or equivalent experience in a related career field.

What You'll Get

At John Deere, you are empowered to create a career that will take you to where you want to go while working in an inclusive team environment. Here, you'll enjoy the freedom to explore new projects, the support to think outside the box and the advanced tools and technology that foster innovation and achievement. Additionally, we offer a comprehensive reward package to help you get started on your new career path, including:

  • Flexible work arrangements
  • Highly competitive base pay and performance bonuses
  • Savings & Retirement benefits (401K and Defined Contribution)
  • Healthcare benefits with a generous company contribution in the Health Savings Account
  • Adoption assistance
  • Employee Assistance Programs
  • Tuition assistance
  • Fitness subsidies and on-site gyms at specific Deere locations
  • Charitable contribution match
  • Employee Purchase Plan & numerous discount programs for personal use

 

Follow this link to learn more about our Total Rewards Package https://bit.ly/3XCd8fL 

 

The information contained herein is not intended to be an exhaustive list of all responsibilities 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.

 

The terms of the applicable benefit plans, and all company actions administering or interpreting these plans, continue to control. Deere & Company reserves the right to suspend, amend, modify, or terminate the Plan(s) in any manner at any time, including the right to modify or eliminate any cost-sharing between the company and participants. Changes, which can be made at any time, are made by action of the company's board of directors, or to the extent authorized by resolution of its board of directors, or by the Deere & Company Compensation Committee. In the event of a conflict between the language of the official Plan Documents and this document, the language of the official Plan Documents will control.

 

 

ACA Section 1557 Nondiscrimination Notice

The John Deere Health Benefit Plans for Salaried Employees and The John Deere Benefit Plan for Wage Employees comply with applicable Federal civil rights laws and do not discriminate on the basis of race, color, national origin, age, disability, or sex.

 


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