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Product Support Representative II
Location: US-IA-Urbandale
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TekWissen Group is a workforce management provider throughout the USA and many other countries in the world. Our client is the brand name of Deere & Company, an American corporation that manufactures agricultural machinery, heavy equipment, forestry machinery, diesel engines, drivetrains used in heavy equipment, and lawn care equipment. Position: Product Support Representative Location: Urbandale, IA, 50322 -
Provides product and customer support or training for products, services, or initiatives and drives activities to improve reliability and serviceability of products. -
Resolves advanced product problems using known information & personal knowledge. -
Identifies advanced to moderately complex problems and may need to refer some of them to higher levels for resolution. -
Locates existing information from multiple sources within Deere to identify previously successful solutions to similar problems. -
Develops new solutions and provides product technical support to field teams, channel partners, customers on advanced problems; and coaches channel partners on the use of problem resolution tools. -
May participate in Product Improvement Program (PIP) development and on problem solving teams. -
Provide advanced research for Model Product Development Program (PDP) projects or product improvement programs within Product Support as requested. -
May develop and deliver technical training. -
Travels as necessary to collect failure data to provide problem definition on advanced problems. -
Provides product or technical support to field teams, channel partners, or customers on advanced problems. -
May include implementation of reimbursement policies and may include Parts or Marketing recommendations. -
May coach channel partners in use of problem resolution tool to promote self sufficiency. -
Prioritizes problems and research solutions, authors and enters documentation on complex technical issues and solutions into database, or for bulletin publication. -
May participate in development and/or execution of field programs for product nonconformance (Product Improvement Programs (PIPs), Field Intro Programs (FIPs)) and/or safety programs. -
TekWissen Group
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