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

Assignment Length: 24 Months
Pay Rate: $21.50/hour (W2 through KellyOCG 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 the assignment is not completed or ends early, subject to review.

Work Schedule

• Candidates must be available to work shifts during the stated business-hours window of Sunday through Monday, 4:00 p.m.–1:30 a.m.
• Occasional holidays, weekends, and overtime may be required based on business needs.
• The position is onsite at John Deere Financial in Johnston, Iowa, five days per week.

Training and Mentoring

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

Onboarding Attendance Policy

• Contingent employees may not be 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.

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. This role supports customer satisfaction and retention through effective troubleshooting, communication, documentation, and issue resolution.

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

Key Responsibilities

• Provide frontline technical support to John Deere dealers and customers.
• Respond to product-related inquiries, issues, and concerns.
• Provide customer support through:
  • Telephone
  • Email
  • Chat
• Troubleshoot consumer software applications and Intelligent Solutions Group products.
• Research issues and provide accurate information and solutions.
• Document all customer interactions 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 procedures.
• Work off-shift hours, occasional holidays, weekends, and overtime as required by business needs.

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

Required Qualifications

• Experience in customer service or technical support.
• 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 assigned shifts during the stated business-hours window.
• Ability to work onsite in Johnston, Iowa, five days per week.
• Ability to work occasional holidays, weekends, and overtime as business needs require.
• 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.