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Lay the groundwork for tomorrow with Kubota!
Since 1890,
Kubota has evolved in a unique way worldwide. With a strong will to solve problems in food, water and the environment, we have leveraged our strength as a manufacturer and a solutions provider. Spanning across 120+ countries and employing more than 50,000 people in Asia, Europe and North America, Kubota generates revenue in excess of $20 billion. From agricultural and industrial machinery, and overall water solutions, to any other living environment solution, our question, and our challenge was always the same: what can we do to meet the demands and enhance our lives for tomorrow?
Explore this exciting career opportunity and join us on the journey as we seek to be an “Essentials Innovator for Supporting Life”.
My job, Our future
We have an exciting opportunity for someone to join our Service team as Technical Support Technician. You will oversee and manage all service and technical related inquiries and activities related to the dealer’s requirements. The purpose of the role in a ‘technical’ context is to focus on the helpdesk support to the dealer network on the range of Kubota products. To comprehensively offer Kubota staff and its customer’s specialist expertise both mechanically and functionally and effectively serve as the Kubota dealer networks primary contact in regard to technical support and inquiries.
The hours are predominantly Monday to Friday 8.30am-5pm and we are operating a hybrid model of working. (Following a training period)
The Responsibilities Of The Technical Support Technician Include
- To collaborate closely with the Service Manager in defining dealer inquiry KPIs and structure of support mechanism.
- Be responsible for supporting dealer technical inquiries in a timely fashion and within defined KPI time frames laid out.
- Be responsible for identifying, quantifying and reporting to Product Supervisors on product quality, reliability and functional concerns to the respective Kubota manufacturing and quality organisations and product lines.
- Be responsible for identifying, quantifying and reporting to Service Manager on dealerships or technicians training needs, identified from volume and quality of helpdesk enquiries.
- Be responsible for building and maintaining a QA/Product concern register (in the standard Excel QA format) and presenting the document with current concerns at product QA meetings as required.
- To regularly and continuously follow up identified product concerns with Kubota Product supervisor and/or QA, manufacturing and other suppliers until a successful resolution has been provided and communicated to the market.
- To provide information, training, in field support directly to Aftersales Dealer Managers when required. In this regard, demonstrating efficient, well organised and effective problem-solving skills, providing and setting an example to other members of the Kubota team, Dealers and users.
- To collect, analyse and react upon KBT/KMA Service Bulletins, Kubota QA requests and product Campaigns in regards to information to the dealer network and Ke-Service visibility.
- To create and maintain an ‘office technical library’ in an e-library on K-share for all current products, with an ‘ethos’ of sharing all information and making it available to all whenever possible.
- To handle all incoming technical calls, correspondence and other communications from Kubota staff, dealers, customers and other interested parties and to ensure they are dealt with correctly and promptly.
- Service Enquiry – Technical Helpdesk ticketing system. To investigate and respond to allocated ‘Dealer technical queries/enquiries within KPI timeframe. If a referral is required then action date should be advised using support of Product Supervisor or KITS system.
- Will have served a recognized trade apprenticeship or be able to demonstrate sufficient experience in the Horticultural/Agricultural service industry in the role of ‘Service Engineer’.
- Will have achieved a recognized qualification Horticultural/Agricultural Engineering, such as BTEC Agricultural or Ground Care Service Engineering or higher.
- Extensive knowledge of Kubota Tractor products
- Excellent knowledge of competitor’s product range in comparison to Kubota.
- Self-motivated and able to work to high standards and tight deadlines.
- Strong training and instructional skills.
- Proactive planning ability.
- Excellent communication both internally and externally.
- Creative and adaptive problem-solving skills.
- Ability to work under pressure and a flexible approach to accommodate deadlines.
- Time management skills.
- People management skills.
- Excellent attention to detail.
- Good computer skills i.e. Microsoft/SAP.
