Independent Rental Company (IRC) Customer Success Manager - Strategic Accounts Group

Summary

John Deere is a manufacturer focused on addressing global food, fiber, and infrastructure challenges through its people and technology. The Independent Rental Company Customer Success Manager will support strategic rental accounts by resolving product and performance issues, developing customer support capabilities, delivering training, managing warranty and improvement programs, and improving uptime and total cost of operation.

Responsibilities

• Resolve product, process and performance issues with customers/channel partners and communicate with factories on appropriate issues and solutions
• Manage efforts in developing customers' product support capabilities to improve customer satisfaction
• Deliver product training, technical, and/or management/systems training to customers and company employees
• Manage warranty cost, policy cost & Product Improvement Program (PIP) execution
• Serve as the primary technical representative and/or assist with technical problem resolution on all Deere products including OEM engines and Agriculture products
• Leverage technology and other available resources/data to improve customer experience, increase uptime, and lower customers' total cost of operation (TCO)

Skills

• Skill in interpersonal communications, negotiation, and conflict resolution
• Understanding of Customer Support processes and tools
• Understanding of machine systems and diagnostics
• Knowledge of heavy construction products, customers, markets and competitors
• Knowledge of dealers and other channels
• Knowledge of dealer product support capacity and competencies
• 1 or more years of customer support experience with customer interaction regarding products, parts, and services
• 1 or more years of factory experience with regular interfacing with design, engineering, and manufacturing
• 1 or more years of practical experience with John Deere machinery and equipment
• Field experience with regular customer contact
• Knowledge of Deere products, customers, markets and competitors
• Bachelor's Degree in Engineering/Technology, Business/Management, Marketing, Education, or related area of study or equivalent experience
• VISA Sponsorship is NOT available for this position

Qualifications

Must Haves

• Skill in interpersonal communications, negotiation, and conflict resolution
• Understanding of Customer Support processes and tools
• Understanding of machine systems and diagnostics
• Knowledge of heavy construction products, customers, markets and competitors
• Knowledge of dealers and other channels
• Knowledge of dealer product support capacity and competencies
• 1 or more years of customer support experience with customer interaction regarding products, parts, and services
• 1 or more years of factory experience with regular interfacing with design, engineering, and manufacturing
• 1 or more years of practical experience with John Deere machinery and equipment
• Field experience with regular customer contact
• Knowledge of Deere products, customers, markets and competitors
• Bachelor's Degree in Engineering/Technology, Business/Management, Marketing, Education, or related area of study or equivalent experience
• VISA Sponsorship is NOT available for this position

Benefits

• Remote work at the present time, subject to training or job acclimation and possible change
• Flexible work arrangements
• 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