Date Posted:01/15/2024Hiring Organization:Rose InternationalPosition Number:456665Job Title:Product Support Representative IIIJob Location:Urbandale, IA, USA, 50322Employment Type:TemporaryEstimated Duration (In months):13Min Hourly Rate($):25.00Max Hourly Rate($):30.00Must Have Skills/Attributes:Drafting, Order Processing, Product Development, Troubleshooting

　　*Only those lawfully authorized to work in the designated country associated with the position will be considered.Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a clients business needs and requirements.*

　　Work Model: OnsiteHours Monday-Friday 8:00AM-5:00PM

　　Troubleshoots complex problems. Resolves complex problems using advanced troubleshooting skills and all available resources.Gathers data from multiple sources within and outside the company, synthesizes the data into useful information.Develops solutions and provides product technical support to field teams, channel partners, customers on complex product problems while developing channel partners'' technical and Customer Support capability.May lead the research, development and implementation for a broad range of support services and initiatives to provide support for channel partners, customers, and company personnel in order to drive customer satisfaction.Participates in developing and authoring Product Improvement Program (PIP) solutions.Participates in cross-functional teams (Product Development Process, Order Fulfillment Process and Customer Support Process) internally and externally, providing information and identifying Product Support's concerns and issues for the team. May lead projects.May develop and deliver advanced technical content training materials.Travels to collect failure data and application data to provide problem definition on complex problems.May serve as a resource to other Product Support Representatives, Quality Improvement Teams, etc.

　　Duties:Following the Problem Resolution Process, takes a lead role in troubleshooting and solving complex problems for field teams, channel partners, or customers using advanced diagnostic skills, and systems and tools to access all existing published information.Under the framework of established processes, takes a lead role in analyzing data from multiple sources within and outside Deere and works through cross-functional teams to resolve technical problems on new products.May develop and author solutions/bulletins for complex problems that can be utilized by field teams or channel partners.In a factory environment, under direction, may be responsible for Product Improvement Program (PIP) development and implementation.Provides feedback regarding product performance, deficiencies and customer requirements.This may include maintenance of reporting and monitoring tools and participation in Product Development Process (PDP) and/or Early Detection Problem Resolution (EDPR) teams.May track competitive activity. May develop Parts and Service Programs and pricing strategies.Adapts, develops and delivers technical training for complex products, services or initiatives for field teams and channel partners.May monitor results and identify gaps. Under direction and utilizing the established processes may be responsible for identifying requirements for publications; and liaison with publications groups.May travel to the field to provide problem resolution on complex problems.May assist on territory including support of marketing and/or quality department activities.Proactively identifies own training needs to maintain current on product enhancements: attends appropriate training as needed.May assist less experienced Product Support Reps in this regard.

　　Duties and Responsibilities:As an ISG Tier 2 Support Representative, you will be responsible for troubleshootin and solving complex problems for field teams, channel partners, customers, dealers, and internal employees. You will utilize your advanced diagnostic skills, communication skills, and teamwork along with various systems and tools, to access all existing published information and effectively resolve issues. Your duties will include, but are not limited to:

　　1. Problem Resolution Process: Taking a lead role in following the Problem Resolution Process to address and resolve complex problems. You will apply your expertise in troubleshooting to identify the root cause of issues and provide effective solutions. You will be responsible for providing Tier 2 level support for digital products.2. Data Gathering and Synthesis: Gathering data from multiple sources within and outside of Deere and synthesizing it into useful information. This will require effective information management and analysis skills to provide accurate and comprehensive support.3. Cross-functional collaboration: As part of this role, you'll have the chance to work closely with various departments and cross-functional teams to tackle complex customer-facing challenges. Effective communication and strong organizational skills are vital in ensuring seamless collaboration across different areas.4. Solution Development: Developing solutions and short-term workarounds for complex product issues. You will work closely with dealers, customers, internal employees, and external factory partners to provide product support and ensure customer satisfaction.5. Support Service and Initiative Development: Participating in the research, development, and implementation of a broad range of support services and initiatives. Your role will be crucial in driving customer satisfaction by improving support for channel partners, customers, and company personnel.6. Assisting in Solution Drafting: Collaborating with product support personnel to draft customer and dealer facing solutions for product support. You will contribute your expertise and insights to ensure that the proposed solutions effectively address customer needs.7. Knowledge Sharing and Mentorship: Serving as a resource to other Product Support Representatives, Quality Improvement Teams, and other relevant stakeholders. Sharing your knowledge and expertise will contribute to the growth and development of the team, enhancing overall performance and quality of support.

　　Qualifications:To excel in this role, you should possess the following qualifications:Strong problem-solving skills and ability to troubleshoot complex issues effectivelyProficiency in utilizing diagnostic tools, systems, and software to access and analyze informationExcellent data gathering and organization skills, with the ability to synthesize information into useful insightsExceptional communication skills, both written and verbal, to effectively interact with field teams, channel partners, customers, and internal/external stakeholdersAbility to develop innovative solutions and workarounds for complex product issuesExperience in collaborating and participating in cross-functional teamsKnowledge of the Product Development Process, Order Fulfillment Process, and Customer Support Process is preferredFamiliarity with John Deere ISG products and industry is a plusJoin our team as an ISG Tier 2 Support Representative and make a sign