Job Location: Pella, IA
Who We Are
Vermeer equips customers doing important work around the world. We are global, driven by innovation and growing. The equipment we make manages natural resources, connects people and feeds and fuels communities. We live out a caring culture, we demonstrate agility, we keep a focus on customers and are stewards of our resources. These beliefs drive our culture, determine how we treat others and steer our business.
Job Summary
Work Shift
1 – First Shift
The Technical Support Analyst utilizes internal company data to help investigate field complaints, prioritize customer concerns, track resolution through our engineering change and field campaign processes, and drives timely communication of changes to our dealer network. Throughout these processes, the Technical Support Analyst will develop reports to keep management informed of the timeline and financial impact of field projects.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
1. Demonstrate the Vermeer characteristics of caring culture, demonstrating agility, customer focused, and stewardship and model the associated behaviors.
2. Draft Field Service Bulletins and responsible for sign off completion. Track progress of field notifications through the FCN process and provide status updates to Product Support team.
3. Collect information to support technical article creation and collaborate with Lifecycle team to post technical articles to Vermeer dealer portal.
4. Create and maintain field service issue list, using data (warranty, parts sales, technical service call center, and the Product Support team) to support priority assignment for engineering enhancements.
5. Manage and coordinate prototype part testing on field units. Develop and maintain tracking document for consistent reporting to engineering and product support teams.
6. Document and review estimated warranty expenses for future field campaign launches to support financial planning projections on a quarterly and annual basis.
7. Manage and maintain technical documents and new postings on the Vermeer dealer portal
8. Work with Lifecycle data team to generate reports from Vermeer business system to track field campaign metrics and report status to Product Support Mgr.
9. Assist training department with training platform creation for on-line, in person training events.
Education and/or Experience
- Bachelor’s degree in Business, Data Analytics, or Communications.
- Minimum three years’ experience in customer service or related field; and/or equivalent combination of education and experience required.
- Experience with Microsoft Office Suite, Power Bi, and SharePoint preferred.
Other Skills and Abilities
- Knowledge of Vermeer history and the ability to answer questions regarding products and/or the company.
- Project management skillset, creating and managing timelines through communication and accountability with internal support teams.
- Ability to maintain positive interpersonal relationships, which encourages openness with others; ability to be informative and offer professional assistance when working with the dealers, co-workers, and the general public.
- Detail-oriented with ability to produce accurate, professional, concise, and error free documents.
- Ability to maintain confidential material given to customers and dealers.
- Self-starter that does not require daily guidance, adaptable in a fast pace work environment, and can prioritize various requests and be able to manage multiple tasks on a continuous basis.
- Ability to develop and initiate internal process enhancements for the Product Support team.
Travel
Up to 10% domestic and/or international travel by car or plane may be required
Work Location
ONSITE: A team member’s day-to-day work is best done on a Vermeer campus. If work content can be occasionally completed at an offsite location, discuss potential arrangements with your manager.
Equal Opportunity Employer
At Vermeer Corporation, we believe in the value of your unique identity, background, and experiences. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, marital status, genetic information, disability, sexual orientation, gender identity, veteran status or any other status protected by the law. Applicants requiring a reasonable accommodation due to a disability at any stage of the employment application process should contact Team Member Solutions at (641) 621-8767 or at
hr@vermeer.com
.
Interested? We’d love to get to know you.
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