Position Title: Customer Support Representative II
Location: Johnston, IA (Fully onsite, five days per week)

Assignment Length: 24 Months
Work Schedule

The Contact Center is open Monday through Friday from 7:00 a.m. to 7:00 p.m. Central Time.

Candidates must be available to work any of the following 8-hour shifts:

• 7:00 a.m.–3:30 p.m.
• 8:00 a.m.–4:30 p.m.
• 9:00 a.m.–5:30 p.m.
• 10:30 a.m.–7:00 p.m.

Training and Mentoring

• Training and mentoring will take place on the 8:00 a.m.–4:30 p.m. shift for approximately six weeks.
• It generally takes three to four months from the start date to reach full productivity.

Attendance Requirements During Onboarding

• Contingent employees are not eligible to take time off during the training period, which lasts approximately five to seven weeks.
• Unexcused absences or tardiness during training and mentoring may result in immediate termination.
• Employees should consult their direct supervisor to determine whether an absence qualifies as excused.

Pay Rate: $19.50/hour (W2 through Kelly OCG for John Deere)
Position Status and Compensation

• This is strictly a contingent position.
• There is currently no expectation that this position will transition into a full-time John Deere role.
• Contingent employees may apply for full-time John Deere opportunities through the John Deere careers page.
• Retention bonuses are available after 6, 12, and 24 months of employment.
• Pay increases are available after 6, 12, and 24 months of employment.
• Retention bonuses and pay increases may be forfeited if an assignment is not completed or ends early, subject to review.

Position Summary

The Region 4 Intelligent Solutions Group (ISG R4) Support Team provides frontline technical support, information, and solutions to John Deere dealers and customers.

Customer Support Representatives assist with product-related questions, issues, and concerns involving John Deere Intelligent Solutions Group products. The goal is to optimize customer satisfaction and retention through effective troubleshooting, communication, documentation, and resolution.

Support is provided through multiple channels, including telephone, email, and chat. Representatives will document each interaction in the case-management system and help create and maintain online support tools and solutions.

Products and Technologies Supported

The team supports more than 80 products, including:

• MyJohnDeere website and dashboard
• JDLink
• Operations Center
• Apex Farm Management
• Stellar Support
• Mobile applications
• GreenStar displays
• StarFire receivers
• JDLink terminals
• AutoTrac
• Machine guidance systems

Key Responsibilities

• Provide frontline technical support to John Deere dealers and customers.
• Respond to product-related inquiries, issues, and concerns.
• Provide support through:
  • Telephone
  • Email
  • Chat
• Troubleshoot consumer software applications and Intelligent Solutions Group products.
• Research issues and provide accurate information and solutions.
• Document every customer interaction in the case-management system.
• Maintain accurate case and customer information.
• Create and maintain online support tools and solutions.
• Apply interpersonal communication, negotiation, and conflict-resolution skills.
• Support customer satisfaction and retention objectives.
• Manage data and follow established support and documentation processes.
• Work flexible schedules, including occasional holidays, to meet business needs.

Required Qualifications

• Customer-service or technical-support experience.
• Strong interpersonal communication skills.
• Negotiation and conflict-resolution skills.
• Strong computer and troubleshooting skills.
• High comfort level with consumer software applications.
• Experience with data management.
• Ability to work any assigned 8-hour shift within the 7:00 a.m.–7:00 p.m. Central Time support window.
• Ability to work onsite in Johnston, Iowa, five days per week.
• Ability to participate in behavioral-based interviews and provide specific examples of previous experience.

Preferred Qualifications

• Bachelor’s degree in any field, including:
  • Agriculture
  • Business
  • Mathematics
  • Engineering
  • Information Technology
  • A related discipline
• Knowledge of agricultural customers and operations.
• Precision-farming experience.
• Prior experience in agriculture or technology dealer channels.
• Technical certification related to IT, database management, or a similar area.

Education Note: Candidates without a degree may be considered if they have a technical certification demonstrating an understanding of IT or database-management concepts.

Travel Requirements

• Limited travel may be required to:
  • A nearby Des Moines Works facility for a factory tour
  • Jensen Farms, approximately twice per year
• Employees will ride with a John Deere full-time employee.
• No independent travel is expected for these activities.