Senior Manager, Proactive Customer Services Job

  • AGCO
  • US - GA - Duluth
  • 1 week ago

Company Name: AGCO

Location: Duluth, GA, US - 30026

Job Duration: 2021-11-20 to 2021-12-20


Job Summary

The Sr Manager, Proactive Customer Services is a strategic leadership responsible for defining, developing and executing AGCO’s connected services and machine uptime capabilities across the AGCO business, globally. The role will be manage strengthening the connection between the Customer Support, Technical Support, and Dealer Development teams and its impact on the business by leading the team and function for the remote monitoring and diagnostics solutions to aid in maximizing our customer’s equipment productivity and uptime while also preventing downtime.


The role will have 3 core responsibilities: 1) build and manage a scaled production-level connected services, monitoring and diagnostic center to work with all core brands and products; 2) drive use-case generation and work with Proactive Customer Services data scientists to create more uptime enhancement solutions; and 3) drive Proactive alerts adoption in dealers and customer support.


Job Responsibilities

• Establish global monitoring operations practice and provide continuous monitoring (24/7 in future) and diagnostic services for AGCO connected assets

• Continuously gather use-cases for engine, transmission, hydraulics, electronics, and cab modules to perform machine oversight, detect trends and approaching issues to develop an automation rules engine

• Define predictive analytics requirements for data science and advanced analytics team

• Lead dealer development and training with dealers and service staff to provide near real-time troubleshooting support

• Manage and improve the Rules engine and Operating tool to trigger the appropriate response (alert-handling), which includes logging the event, emailing and calling contacts, and escalating issues as needed

• Define and install process to notify the dealer or customers via phone, TechConnect, machine user interfaces and/or e-mail as critical events occur

• Advise technical field staff or dealer on technical information and fault finding closing of the loop with case management tool

• Develop and submit frequent comprehensive reports related to machine performance and other activities

• Establish and maintain a process to identify, communicate, and resolve emerging technical issues detected by the telematics devices onboard

• Drive strategic development and ongoing development and improvement of the monitoring operations effectiveness, process and system capabilities