Machine Support Specialist

Published date: 2025/08/14

Location: Langley, British Columbia, Canada

Candidates applying for this position must be legally eligible to work in Canada.

Relocation services is not available for this role.

Your Responsibilities

Provide product and customer support for Forestry Swing Machines, Tracked Feller Bunchers & Tracked Harvesters
Drive resolution to field issues experienced by customers and will support product improvement activities.
Work and respond to Case and Contact Management System (CCMS) cases.
Provide clear, timely, and accurate technical assistance to dealer personnel that are solving customer machine problems.
Identify, author, manage and approve technical field solutions.
Engage in Early Detection Problem Resolution (EDPR) and machine performance follow-up activities.
Seek and retrieve data to drive resolution to new product introductions in an expedited manner.
Participate in Customer Experience Improvement Plan (CEIP) meetings to drive quick resolution to at-risk customer situations.
Participate in weekly functional group project team meetings bringing organized product support information to the team to support initiatives to improve machine uptime, reliability and low daily operating costs
Travel to the field, or suppliers, to provide problem definition, assist in product tests, collect market intelligence, participate in competitive comparisons, and provide advanced problem resolution.

What Skills You Need

Excellent interpersonal communication, effective teamwork skills, and the ability to work with all levels of personnel (technicians, dealer personnel, engineering, leadership)
Effective business correspondence skills to communicate ideas effectively
Technical experience (or proven ability to learn) to the design/diagnostics of mechanical/electrical/hydraulic systems
Ability to learn how to solve technical issues for forestry equipment using prints, schematics, and diagnostic procedures
Ability to travel domestically and internationally on short notice (to include weekends), up to 50%
Ability to work as early as 7:00 AM and as late as 5:00 PM to cover DTAC support hour requirements
Ability to provide after hour support, as needed

What Makes You Stand Out

Experience with customer/supplier/internal interaction regarding problem identification and resolution
Customer support experience
Knowledge of Deere forestry products, customers, markets and competitors
Heavy equipment diagnostics/repair/mechanic experience

Education

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

Bachelor's degree in an Engineering/Technology or Agricultural Sciences discipline or completion of a two-year technical program with relevant work experience

In accordance with the John Deere Accommodation Policy, reasonable accommodation of any of these qualifications may be considered. An equal opportunity employer, John Deere requires a diversity of people, perspectives and ideas to address the complex challenges of its global business.

This position will be posted for a minimum of 7 business days and unposted when a qualified pool of candidates is achieved.

Apply

Company: John Deere

Employment Type: Full Time

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