Project Manager, Diagnostics and Escalation

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. All qualified applicants will receive consideration for employment without regards to, among other things, 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.

 

Primary Location: United States (US) - Illinois  - Moline  
Function: Customer & Product Support
Title: Project Manager, Diagnostics and Escalation - 106693 
Onsite/Remote:Onsite Position

 

  

 

Your Responsibilities

 

As a Project Manager – Diagnostics and Escalation Management for World Headquarters located in Moline, IL, you will...

 

• Lead the processes for technical support escalation management across the enterprise, including service and parts technical support and collaboration with customer contact centers.
• Develop recommendations aligned with technical support escalation management and future diagnostics - strategies and metrics.
• Develop solutions and leads projects to mitigate unnecessary support escalations and effectively resolve newer escalations.
• Lead projects to deliver prescribe diagnostic solutions to improve customer uptime and dealer channel efficiency.
• Collaborate with product support, digital aftermarket & customer support, regional customer support, dealer channel partner and other process stakeholders to develop and deploy processes.
• Develop and measure key success metrics for escalation management and prescribe diagnostics.

 

VISA Sponsorship is NOT Available for this position

What Skills You Need

 

• 3 or more years of project management or similar experience
• Experience working with data and analytics to identify opportunities and develop recommendations.
• Ability to influence without authority
• Strong demonstrated collaboration skills
• Experience working with global team members on direct functional teams and/or direct global responsibilities

What Makes You Stand Out

 

• Experience with dealer technical support processes.
• Experience working with dealer channel partners and/or working knowledge of dealer support processes
• Experience working with digital products.
• Excellent communication and interpersonal skills, with proven ability to build strong relationships.

Education

 

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

 

• Undergraduate degree in engineering, business, or similar discipline

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 and performance bonuses
• 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

 

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

 

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