Problem Resolution Specialist - Customer Insights

There are over 7 billion people on this planet. And by 2050, there will be 2 billion more... many moving into urban centers at an unprecedented rate. Making sure there is enough food, fiber and infrastructure for our rapidly growing world is what we're all about at John Deere. And it's why we're investing in our people and our technology like never before! Here the world's brightest minds are tackling the world's biggest challenges. If you believe one person can make the world a better place, we'll put you to work. RIGHT NOW.

John Deere is an equal opportunity employer, including disabled & veterans.

Primary Location: United States (US) - Iowa - Ankeny

Function: Customer Experience (CA)

Title: Problem Resolution Specialist - Customer Insights - 122527

Onsite/Remote:Onsite Position

Responsibilities

As a Problem Resolution Specialist- Customer Insights for JD Des Moines Works located in Ankeny, Iowa, you will:

• Participate in cross-functional teams (Order Fulfillment Process and Customer Support Process) internally and externally, providing information and identifying Product Support's concerns and issues for the team.
• Analyze and synthesize data from multiple sources, including:
• Warranty claims
• Customer contact cases (CCMS)
• Customer survey responses
• Pre-Delivery Inspection (PDI) reports
• Machine Data
• Parts sales trends and field feedback to identify emerging patterns and prioritize issues
• Drive Tech utilization activities through data mining and AI for machine usage to identify trends of usage
• May serve as a resource for other Product Support Representatives, Quality Improvement Teams, etc.
• Champion of Solution authoring, maintenance, and driving improvements with diagnostics
  

VISA Sponsorship is NOT available for this position

What Skills You Need

• Adaptability to use new tools to drive efficiency and accuracy in all areas of your work
• Ability to build cross-functional relationships
• Demonstrated ability to use data and analytics to drive decisions, prioritize work, and influence outcomes
• Strong problem solving, critical thinking, and root cause analysis skills
• Effective communication and collaboration skills, with the ability to balance multiple stakeholders and competing priorities

What Makes You Stand Out

• Experience working directly with dealers, customers, or field teams in a product support or technical role.
• Familiarity with structured problem resolution processes and cross functional corrective action workflows.
• Knowledge of (CCMS, NCCA-Advance, EDL (Enterprise Data Lakes), Power BI

Education

Ideally you will have a degree or equivalent related work experience in the following:

• Bachelor's Degree in Business, Agriculture, Engineering, or equivalent work experience

What You'll Get

At John Deere, you are empowered to create a career that will take you to where you want to go while working in an inclusive team environment. Here, you'll enjoy the freedom to explore new projects, the support to think outside the box and the advanced tools and technology that foster innovation and achievement. Additionally, we offer a comprehensive reward package to help you get started on your new career path, including:

• Flexible work arrangements
• Highly competitive base pay
• Savings & Retirement benefits (401K and Defined Contribution)
• Healthcare benefits with a generous company contribution in the Health Savings Account
• Adoption assistance
• Employee Assistance Programs
• Tuition assistance
• Fitness subsidies and on-site gyms at specific Deere locations
• Charitable contribution match
• Employee Purchase Plan & numerous discount programs for personal use
• Vacation and Holiday Pay

$77,628.00 - $116,436.00 + Benefits

Follow this link to learn more about our Total Rewards Package https://bit.ly/3XCd8fL

Must be 18 years of age or older to apply

The information contained herein is not intended to be an exhaustive list of all responsibilities and qualifications required of individuals performing the job. The qualifications detailed in this job description are not considered the minimum requirements necessary to perform the job, but rather as guidelines.

The terms of the applicable benefit plans, and all company actions administering or interpreting these plans, continue to control. Deere & Company reserves the right to suspend, amend, modify, or terminate the Plan(s) in any manner at any time, including the right to modify or eliminate any cost-sharing between the company and participants. Changes, which can be made at any time, are made by action of the company's board of directors, or to the extent authorized by resolution of its board of directors, or by the Deere & Company Compensation Committee. In the event of a conflict between the language of the official Plan Documents and this document, the language of the official Plan Documents will control.

ACA Section 1557 Nondiscrimination Notice

The John Deere Health Benefit Plans for Salaried Employees and The John Deere Benefit Plan for Wage Employees comply with applicable Federal civil rights laws and do not discriminate on the basis of race, religion, color, national origin, sex, age, sexual orientation, gender identity or expression, status as a protected veteran, or status as a qualified individual with disability.