Key Responsibilities

·   Receive, review and own dealer service cases through the approved case-management channel.

·   Validate case details, machine information, symptoms, prior actions and available diagnostic evidence before troubleshooting.

·   Diagnose tractor service and repair issues using approved service manuals, diagnostic tools, historical cases and technical knowledge.

·   Guide dealers and technicians through structured fault isolation and repair steps within the authorized support scope.

·   Record diagnostic steps, findings, actions and resolution clearly in Salesforce or the designated case platform.

·   Maintain case quality and completeness, and escalate complex cases with a structured technical history to the next support level retained authority.

·   Coordinate with Parts Technical Support when resolution requires part identification, fitment, supersession or availability confirmation.

·   Participate in knowledge transfer, shadowing, reverse-shadowing, certification and product-immersion activities.

·   Convert repeatable case learnings into candidate SOPs, troubleshooting guides and knowledge articles for SME validation.

·   Support dealer callbacks and communicate technical guidance clearly, professionally and with customer focus.

 Mandatory Requirements

·   Hands-on experience in tractor, agricultural equipment, automotive, construction equipment, commercial vehicle or heavy-equipment service/product support.

·   Strong understanding of mechanical systems and service diagnostics, preferably engines, transmissions, driveline, hydraulics, electrical/electronic systems or vehicle controls.

·   Experience dealing with dealers, workshops, field-service teams, technicians or customers on technical issues.

·   Ability to apply structured troubleshooting, root-cause analysis and evidence-based fault isolation.

·   Comfort reading service manuals, technical bulletins, wiring diagrams, parts information and diagnostic reports.

·   Role

Qualifications