What are the responsibilities and job description for the Technical Communicator & Certified Dealer Trainer position at Doggett John Deere?
Technical Communicator & Certified Dealer Trainer
Classification
Exempt
Job Summary
The Technical Communicator & Certified Dealer Trainer serves as the primary technical knowledge resource within the dealership while also supporting certified dealer training programs. This role establishes a knowledge center to improve product resolution cycle times, enhances technician diagnostic and repair abilities, and ensures best practices are shared across all service locations. Additionally, the role delivers and coordinates certified dealer training, ensuring that technicians meet John Deere certification standards and are equipped with current technical knowledge. By combining advanced product support with structured training, this position enhances technician performance, reduces downtime, and fosters stronger customer satisfaction.
Essential Functions
Classification
Exempt
Job Summary
The Technical Communicator & Certified Dealer Trainer serves as the primary technical knowledge resource within the dealership while also supporting certified dealer training programs. This role establishes a knowledge center to improve product resolution cycle times, enhances technician diagnostic and repair abilities, and ensures best practices are shared across all service locations. Additionally, the role delivers and coordinates certified dealer training, ensuring that technicians meet John Deere certification standards and are equipped with current technical knowledge. By combining advanced product support with structured training, this position enhances technician performance, reduces downtime, and fosters stronger customer satisfaction.
Essential Functions
- Technical Communicator (Primary Function)
- Acts as a resource for Technicians, Service Managers, Service Advisors, Parts teams, and customers to resolve critical product problems by assisting with diagnosis, repair, and best practice sharing.
- Conducts preliminary investigations into machine issues using CCMS, Machine Dashboard, Expert Alerts, and external resources.
- Ensures all necessary information is documented within CCMS cases before submission to John Deere.
- Coordinates CCMS cases between dealership technicians and John Deere factory support.
- Identifies emerging product quality concerns and supports problem resolution in collaboration with John Deere.
- Opens work orders and provides estimated labor and parts requirements when possible.
- Maintains current technical knowledge of engine, hydraulic, and electrical systems and related schematics through specialized training and experience.
- Prepares and analyzes service department reports; uses data to help drive efficiency, quality, and growth.
- Identifies and communicates technician training needs or gaps to ensure workforce readiness.
- Maintains positive, professional relationships with peers, management, and support resources while delivering exemplary customer service.
- Operates and maintains tools, equipment, and vehicles required for job responsibilities.
- Follows all safety rules and maintains a clean, orderly work environment.
Certified Dealer Trainer (Secondary Function)
- Delivers John Deere-certified dealer training programs to technicians across dealership locations.
- Coordinates with dealership leadership to assess training needs and schedule programs.
- Ensures training content aligns with John Deere certification standards, product updates, and market needs.
- Maintains training environments that meet safety and instructional standards.
- Monitors and reports training outcomes, including attendance, performance metrics, and feedback.
- Provides mentorship and support to technicians, reinforcing learning objectives and ensuring consistent application in daily work.
- Maintains strong relationships with the John Deere Training Organization and dealership stakeholders to ensure alignment with corporate training goals.
- Stays current on industry trends, John Deere technology, and competitive products to incorporate into training content.
Personal Development
- Completes John Deere University (JDU) training and certifications as outlined by the Director of Support Services.
- Stays current on new systems, technologies, and advancements in John Deere equipment and connected support tools.
- Reviews product improvement bulletins and technical communications to ensure compliance and readiness.
- Engages in continuous learning and skill development to enhance technical expertise and instructional effectiveness.
- Seeks feedback from peers, leadership, and training participants to improve performance.
Qualifications
- 5 years of experience in service and parts department operations; technical training experience preferred.
- Strong knowledge of mechanical, hydraulic, and electrical systems used in heavy equipment.
- Experience with John Deere diagnostic tools (Service ADVISOR™, Parts ADVISOR™, JDLink™, CCMS).
- Proven ability to analyze technical issues, interpret reports, and communicate solutions effectively.
- Experience delivering technical or certification training programs preferred.
- Excellent communication, organizational, and interpersonal skills.
- High School Diploma or GED required; Associate or Bachelor’s degree in a technical or business field preferred.
- Valid driver’s license required; CDL preferred.
Physical & Environmental Requirements
- Frequent outdoor work, including walking, stooping, bending, and climbing on/off equipment.
- Ability to lift to 50 lbs.
- Use of proper PPE is required at all times.
The Technical Communicator & Certified Dealer Trainer must perform all duties safely and effectively, with or without reasonable accommodation. This description outlines the general scope of the role but is not an exhaustive list of all responsibilities.
Doggett is an Equal Employment Opportunity Employer