Product Support Representative II

BCforward is currently seeking a highly motivated Product Support Representative II in Waterloo, IA 50703

Job Title: Product Support Representative II
Duration: 12 months
Location: Waterloo, IA 50703

Anticipated Start Date: 02/17/2025

Shift timings: M: 9 am to 6 pm, Monday through Friday. Onsite 4 days per week, with option for remote work 1 day per week)
(Please note this is the target date and is subject to change. BCforward will send official notice ahead of a confirmed start date.

Job Type: Contract (40 hrs. a week)

Pay Range: $26-$30.49

(Please note that actual compensation may vary within this range due to factors such as location, experience, and job responsibilities, and does not encompass additional non-standard compensation (e.g., benefits, paid time off, per diem, etc.).

Job Description:

Join the team at client as a Machine Support Specialist for Large Tractors! This role involves using virtual tools to resolve technical issues, leading collaborative training events, and documenting communication with dealers and stakeholders.


Key Responsibilities:

* Utilize virtual tools (Case and Contact Management System (CCMS)) to communicate with dealers and other stakeholders to efficiently resolve technical large tractor issues.
* Lead and participate in collaborative training events to improve team dynamics as well as individual and team knowledge levels.
* Complete and document all relevant DTAC (Dealer Technical Assistance Center) case communication within the CCMS system.
* Properly code each case with correct Diagnostic Trouble Code (DTC), part number, and Non-Conformance Corrective Action (NCCA) information to support downstream problem resolution activities.


Required Skills/Experience:

* Demonstrated professional communication skills with proven results both written and oral.
* Ability to work in a fast-paced environment and with metric-driven results.
* Demonstrated commitment to lifelong learning with the ability to understand complex systems.
* Proven ability to work collaboratively both in person and virtually.
* Attention to detail and accuracy.
* Ability to maintain a positive outlook within a fast-paced work environment.
* Willingness to travel up to 10% of the time.


Desired Skills/Experience:

* Experience working with CAN Communication Systems on vehicles.
* Experience diagnosing Electrical, Hydraulic, and Mechanical systems found on off-road equipment.
* Experience with Client 7R, 8R, and 9R tractors.
* Experience utilizing client aftermarket software systems such as Service Center, Service ADVISOR™, Parts ADVISOR™, CCMS, and various Tableau or Power BI dashboards and reports.
* Ability to read and comprehend technical schematics, theory of operation, and diagnostic procedures.
* Experience with technical instruction and influencing without authority.


Education:
* 2 or 4-year Degree in any technical, software, business, or other related fields, or equivalent related work experience.


Additional Information:

* Candidate will need metatarsal shoes for occasional time spent on the factory floor.
* Annual training events may require travel to other client locations (e.g., Des Moines).
* May drive a Gator while inside the factory. May also drive a Tractor for training.
* Manager is open to recent graduates who have a technical background in agriculture or construction equipment and experience with electrical systems, hydraulic systems, and/or engines.
* Business casual dress code.
* Cross border work is not permitted for this role.

Benefits:
BCforward offers all eligible employees a comprehensive benefits package including, but not limited to major medical, HSA, dental, vision, employer-provided group life, voluntary life insurance, short-term disability, long-term disability, and 401k.

About BCforward:

Founded in 1998 on the idea that industry leaders needed a professional service, and workforce management expert, to fuel the development and execution of core business and technology strategies, BCforward is a Black-owned firm providing unique solutions supporting value capture and digital product delivery needs for organizations around the world. Headquartered in Indianapolis, IN with an Offshore Development Center in Hyderabad, India, BCforward's 6,000 consultants support more than 225 clients globally.

BCforward champions the power of human potential to help companies transform, accelerate, and scale. Guided by our core values of People-Centric, Optimism, Excellence, Diversity, and Accountability, our professionals have helped our clients achieve their strategic goals for more than 25 years. Our strong culture and clear values have enabled BCforward to become a market leader and best in class place to work.

BCforward is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability.

To learn more about how BCforward collects and uses personal information as part of the recruiting process, view our Privacy Notice and CCPA Addendum. As part of the recruitment process, we may ask for you to disclose and provide us with various categories of personal information, including identifiers, professional information, commercial information, education information, and other related information. BCforward will only use this information to complete the recruitment process.

This posting is not an offer of employment. All applicants applying for positions in the United States must be legally authorized to work in the United States. The submission of intentionally false or fraudulent information in response to this posting may render the applicant ineligible for the position. Any subsequent offer of employment will be considered employment at-will regardless of the anticipated assignment duration.

Interested candidates please send resume in Word format Please reference job code 234059 when responding to this ad.