Job Function:

Co-Ordinate and direct the service workload for maximum efficiency and productivity while providing quality repair work.

Essential Duties:

• Plans and allocates work for Technicians based on their expertise and skills.
• Directs and assists Technicians in their tasks to ensure repairs are completed correctly.
• Checks all completed jobs to ensure they are complete and accurate for both parts and labour.
• Ensures that service processes, policies and guidelines are followed and applied safely.
• Maintains good discipline and organisation for the workshop, ensuring it is clean, tidy and safe.
• Supervises and coaches the workshop team.

Skills & Qualifications:

• 3 to 5 years experience as a Service Technician.
• Ability to lead others.
• High level of communication and human relations.
• Ability to use standard computer applications and internet functions.
• Familiar with John Deere and competitive products.
• Able to work under pressure.

Job Function:

Point of contact with the customer during the machine maintenance and repair service processes.  Manages and oversees the workshop’s workflow and scheduling process, including service mobile coordination

Essential Duties:

• Gets in touch with the customer to collect required data, check machine status and run initial evaluation of breakdown machine.
• Decides criticality of service interventions, in the workshop or in-the field repair and allocation of service to technicians based on availability and expertise.
• Manages and coordinates the receipt of machinery in the workshop
• Manages and oversees the workshop’s workflow and scheduling by assigning and tracking work orders.
• Performs overall diagnostics, quoting of repair services and estimates delivery dates.
• Runs administration steps of the service process, such as invoicing, customer approval and signature.
• Consults with technicians and the workshop manager about necessary repairs
• Calls customers to inform about changes in service or to let him know the machine is ready for pick-up.
• Provides explanation and answers questions from customers on service delivered after consulting with the technician and the workshop manager if necessary.
• After-repair follow-up with the customer to identify open issues and confirm customer satisfaction.

Skills & Qualifications:

• Experience working within service, sales, or parts department
• Extensive knowledge of the agriculture industry, technical service, and parts business.
• Excellent communication and interpersonal skills.
• Ability to communicate equally well with mechanics, customers
• Good organisational skills with attention to detail.
• Ability to use standard desktop applications such as Microsoft Office and internet functions