Customer Support Representative

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. 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.

Job Description and Primary Responsibilities:

As a contingent Customer Support Representative, you will provide front-line support and information to channel partners, customers, and company personnel on product related inquiries, moderately complex policies, issues and concerns to optimize customer satisfaction and retention. 

- Potential areas this role would support:

• Intelligent Solutions Group (ISG) precision farming technology products information, and solutions to John Deere dealers and customers
• Tier 2 level support to customers utilizing Ag, Golf, Turf, & residential equipment (parts requests, product issues and/or defects, service, and repair information, special allowance requests).
• e-Commerce sites
• Social Media 

- Utilize multiple support channels including telephone, web forms,  email, cases, and chat while effectively documenting each interaction within our case management system. 

- Create and maintain support tools and solutions available online 

- Distribute product, service, and policy information to customers, dealers, and company personnel.

*Please note currently this position is strictly a contingent position and we do not have expectations to transition this position into a full-time employment role. Contingents are eligible to seek full time employment within John Deere and can monitor for positions through the John Deere careers page.

Specific Position Requirements:    

- This position will be on the Product Support Contact Center team in a support center environment

- Standard work shifts are Monday through Friday. We do ask candidates must be able to work varying shifts, occasional holidays, weekends, and overtime based on the needs of the business

- Training and mentoring will be on 1st shift and last approximately 3-6 weeks

- Limited travel to other John Deere facilities approximately 2-3 times a year

-We have a hybrid schedule that is 2 days in the office (Located in Johnston, Iowa or Urbandale, Iowa), and 3 days working remote/from home. Candidate must have a distraction free space with Wi-Fi to work remote. Computer equipment is provided.

Required Skills, Knowledge and Relevant Work Experience:

- Skills in interpersonal communications, written communication, negotiation, and conflict resolution

- Experience with customer service and technical support

- High comfort level and experience with consumer software applications

- Strong computer and troubleshooting skills

What Makes You Stand Out:

- Knowledge of agriculture, construction, turf/golf, e-Commerce customers

- Social Media experience 

- Basic technical understanding of computer software, hardware, or electrical systems

- Agriculture operations experience, including Precision Farming experience

- Prior work experience in agriculture or technology dealer channels

- Bachelor's degree in Agriculture, Business, Communication, Engineering related field, IT, or a similar discipline