Connected Support Representative - Athens, AL

Location: Athens, AL
Type of Employment: Full Time

We are excited to introduce a new role for a John Deere Parts Connected Support Specialist.

This position is crucial in ensuring seamless support for our customers by managing roll-over calls, texts, and emails from our multiple locations. The ideal candidate will have extensive experience with John Deere equipment parts and a strong background in agriculture, lawncare, and construction equipment. This role demands excellent communication skills, technical expertise, and a passion for customer service.


  • Provide effective solutions to customer needs in a timely manner via telephone, e-mail and other communication methods
  • Accurately diagnose problems with precision hardware and software on products offered through the dealership and provide solutions, if applicable
  • Serve as an internal resource for dealership employees to assist in providing customers with timely and accurate information
  • Take responsibility to ensure customer interactions always result in an effective and timely solution
  • Make outgoing calls in support of dealership department initiatives (Sales, Parts, Service, Integrated Solutions)
  • Participate in ongoing training to continually develop technical knowledge and skill sets
  • Develop and deliver training to customers and employees during off-season periods
  • Meet requirements for contact center metrics (# of calls, problem resolution, etc.)
  • Follow Case Management requirements (problem/resolution)
  • Maintain a clean work area and perform work in a neat and orderly fashion
  • Follow all safety rules and regulations in performing work assignments
  • Complete all reports and forms required in conjunction with work assignments
  • Account for all time on a time card and for all material used in performing assigned duties

Experience, Education, Skills and Knowledge:

  • Outstanding customer service and communication skills
  • Ability to problem solve by using all available resources (i.e. Service Advisor, Parts ADVISOR, DTAC/CCMS)
  • Flexibility to travel to stores when required
  • Ability to use standard desktop applications such as Microsoft Office and internet functions
  • Ability to use the dealer business system and other programs specific to the position
  • Ag industry knowledge preferred

Apply Now