Description
To support AFGRI Equipment branches in the effective adoption and disciplined use of digital support tools and operational processes across Service and Parts departments.
The role aims to enhance branch efficiency, improve customer uptime, and drive profitability by enabling staff, monitoring performance, and facilitating coordination between workshop management, parts management, and Centralised Connected Support functions.
Requirements
Minimum Requirements
Diploma or Degree in Engineering, Business Operations, or a related field
Certified Technician qualification (advantageous)
Training or proven experience in process optimisation, workflow management, or digital adoption
Exposure to John Deere systems (Service ADVISOR, JDLink / Connected Support) (advantageous)
3 - 5 years' experience in Service, Parts, Technical Support, or an Aftermarket environment
Experience working with digital support tools and dealership systems
Demonstrated experience influencing operational behaviour or process compliance
Valid driver's licence
Key Performance Areas
Digital Tools Adoption & Enablement
Conduct branch-level onboarding and refresher training on digital tools and connected support workflows, including monthly utilisation reviews with managers.
Service & Parts Housekeeping and Process Discipline
Review job lifecycle discipline weekly (job opening/closing, parts requests, statuses, documentation accuracy, resource readiness) and support managers in correcting deviations
Aftermarket Performance Improvement
Analyse branch performance KPIs (labour efficiency, recovery rate, first-time fix rate, parts-to-labour ratio) and assist managers with quarterly action plans.
Connected Support & Machine Monitoring Coordination
Collaborate with Machine Monitoring Specialists and Technical Communicators weekly to follow up on Expert Alerts, open cases, and proactive intervention opportunities.
Customer Experience & Branch Support
Support branches with customer follow-up processes, communication standards, and consistent handling of support cases; identify recurring issues and escalate patterns.
Technical Competencies
Sound understanding of Service and Parts operational workflows
Knowledge of agricultural machinery and John Deere systems
Familiarity with digital diagnostic tools and telematics systems
Strong data interpretation and KPI tracking capability
Ability to drive process optimisation and enforce operational discipline
Behavioural Competencies
Strong communication and training capability
Ability to influence without direct authority
Analytical thinking and problem-solving skills
Customer-centric mindset
Strong collaboration and cross-functional teamwork skills
Closing Date: 10 June 2026