Share this Job

Product Performance Specialist, Combines

Date: Sep 21, 2022

Location: Hesston, KS, US

Company: AGCO

Product performance Specialist, Combines

 

Who We Are Looking For

The Product Performance Specialist is positioned as part of the customer support function and within the product support organization.  The expected output is one where AGCO global processes are followed which will lead to fast concern resolution and one where new product launches will return high satisfaction results for all stakeholders both internal and external.

 

This incumbent will demonstrate a strong ‘farmer first’ approach to all activities with particular attention to system and process enhancements therefore resulting in shorter Time To Resolve (TTR) metrics and improved Net Promoter Score (NPS) rankings.  Our customers will enjoy an ownership experience that goes well above their expectations.

 

The Specialist will use warranty reporting, salesforce reporting, call logs, parts movement data, and any other relevant sources to identify rising trends resulting from emerging product concerns. The Specialist will compile the data and determine the cost, severity, and customer impact of these concerns.

 

The Specialist will support the PPR process and gather any additional data required for the identification of root cause, and the development of a proposed solution.  The Specialist will also support all stages of the PPR process, drafting Knowledge Objects, Service Bulletins, and PSPs when required.  This role has a significant cross functional engagement responsibility with stakeholders who include, Engineering, Quality, Manufacturing, Product Integrity, Finance, After Sales Parts and all Customer Support functions.

 

New Product Introduction (NPI) using AGCO’s AMPIP process also forms an import tasks set within the Product Support team.  The Specialist will be expected to fully support the NPI team and sign off material created by other Customer Support Stakeholders before being released to the network.  This includes documentation, Special tools & diagnostics as well as Technical training.

 

What You Will Do

  •  PPR Issue Identification:    

Responsible for the identification of potential PPR items. It will be necessary to manage multiple avenues of incoming data/information. These include: warranty claims, Tech Connect Cases, Level II Technical Support Specialist experience, parts movement, dealer and customer feedback.

Gather and organize the data for potential PPR items; collecting additional information through failed parts returns, or field visits if necessary.

Presentation of the items to the nomination committee once PPR nomination requirements are met. This includes cost of failure information, customer impact, and conveying the full story of the issue to the nomination team.

 

  • PPR Process Involvement:   

Serve as the technical expert for accepted PPR items. 

Obtain and provide any additional failure information that is required by engineering/manufacturing/quality to determine root cause and develop a proposed solution. 

 

  • Field Communication to Dealers:    

Determine the appropriate field communication strategy (Knowledge Object, Service Bulletin, PSP) upon release of the solution. 

Develop business case, cost estimates, vehicle park, and repair times for any potential PSPs. 

Draft, review, and publish the appropriate communication to the field.

 

  • New Product Introduction (NPI) Involvement:   

Attend AMPIP meetings as the Product Service representative for active projects. 

Complete all required AMPIP deliverables for the Service functions.

 

  • Service Review Meetings:   

Organize and lead regular Internal and External Service Review Meetings. These meetings provide updates to our dealers and LI team on current PPR items, as well and provide AGCO valuable input on any new, emerging issues that our customers are facing.

 

  • Technical Support Involvement:    

Serve as technical expert support to Technical Support Specialist, during Season Peak.

  • Estimate 20% Travel

 

What You Will Bring

  • Degree in an Engineering, Technology or Agricultural Sciences discipline or equivalent experience
  • Minimum of 5 years of experience in Technical Support environment
  • Experience with mobile equipment (such as agricultural, construction or forestry equipment; on/off-road trucks; or, automobiles)
  • Expertise in the use of a web-based knowledge system and contact management system
  • Accomplished communication capabilities (spoken and written)
  • Dealership experience (sales, parts, or service)

 

A Plus If You Have

  •  Strong familiarity with AGCO business environment or similar organization
  • Strong familiarity with internal and external customer population and their needs
  • Knowledge of product design and functionality
  • Strong familiarity with Dealership business practices relating to product support

 

MAJOR ACCOUNTABILITY & KEY MEASUREMENT:

  • Identification of critical and emerging product concerns
  • Development, analysis, and distribution of Warranty/Tech Connect reports

 

  • Successful nomination of PPR items that meet the nomination criteria
  • Time to Identify (PPR Items)
  • Timely release of effective field communication, informing dealers of PPR item resolutions, critical knowledge, and PSPs
  • Time to Upgrade (PPR Items)
  • Key member of NPI projects, providing service representation, and working within the AMPIP tool to complete milestones and deliverables related to Product Support.
  • AMPIP Deliverables
  • Identifying, and driving timely resolution for critical customer product concerns
  • CSI Index for Product Reliability
  • Provide regular updates of PPR status to the field
    • Host regular Service Review Meetings
  • Maintain engagement with dealers and Markets
    • Regular field visits on emerging issues. Regular dealer visits to discuss dealer concerns

 

POSITION LOCATION
  • Position base location depends on Support Team assignment: 
    • Breganze, Italy
    • Marktoberdorf, Germany
    • Wolfenbuettel, Germany
    • Feucht, Germany
    • Hesston, Kansas
    • Santa Rosa, Brasil
    • Ibiruba, Brasil
    • Canoas, Brasil
    • Other / Remote

 

What We Offer

GLOBAL DIVERSITY – Diversity means many things to us, different brands, cultures, nationalities, genders, generations – even variety in our roles. You make us unique!

ENTERPRISING SPIRIT- Every role adds value. We’re committed to helping you develop and grow to realize your potential.

POSITIVE IMPACT – Make it personal and help us feed the world.

INNOVATIVE TECHNOLOGIES - You can combine your love for technology with manufacturing excellence – and work alongside teams of people around the world who share your enthusiasm.

MAKE THE MOST OF YOU – Benefits include: health care and wellness plans, flexible and virtual work options (where available), 401(k) Savings Plan with company match, paid holidays and paid time off, flexible spending accounts, reimbursement for continuing education, company philanthropic programs, company perks programs, and much more…

Please note that this job posting is not designed to cover or contain a comprehensive listing of all required activities, duties, responsibilities or benefits and may change at any time with or without notice.

AGCO is proud to be an Equal Opportunity Employer.

We maintain a drug-free workplace and perform pre-employment substance abuse testing.

 

 

 

 

 

 

 

 

 


Job Segment: Drafting, Agricultural, Technical Support, Engineer, Engineering, Agriculture, Technology, Customer Service