Who We Are
Integrity. Quality. Commitment and Innovation.
These are our values and not only what we stand by but what we stand for. We believe in empowering people. We create and deliver solutions. We give back to community. We think differently and we do it better. Our innovative spirit has driven us to continually evolve and deliver solutions to our dealers and our community and made us a business that our people are proud of and proud to work for.
Waratah Forestry Equipment Pty Ltd (a John Deere Company) has proudly served the global forestry industry for more than 40 years, pioneering mechanized harvesting with first-class products of distinct quality, durability, and reliability paired with unparalleled customer support.
With John Deere, we run so life can leap forward. This powerful purpose is our promise to humankind that we will dream, design, and deliver breakthrough products that sustain our world for generations to come. The world is counting on us to feed billions of people and build vital infrastructures in villages, towns and megacities. And we live up to the legacy our founder forged in a one-room blacksmith's shop nearly two centuries ago by creating a culture that brings out the best in all of us. A culture where great ideas thrive because every voice is heard.
The Opportunity
Are you ready to step on the global stage and make your mark? As a key player on our team, you'll not only provide essential product support and technical training, but you'll also take center stage in delivering groundbreaking solutions to end user customers, service agents, dealers, and channel partner staff across the vast expanse of the Australian, Asian, and African regions.
Role Purpose:
As our Customer Support Specialist, your role is to Provide Sales/Product Support and the delivery of technical training for end user customers, service agents, dealers and channel partner staff throughout the Australian, Asian and Africa region. You will provide machine commissioning and new product introductions throughout the region whilst providing technical support to field customers and channel partners. You will establish deeper customer understanding with customers and Forest owners and participate in Forestry industry group representation.
Key Responsibilities:
- Meet Company and Division Objectives of being SVA positive
- Prepare and implement solid business plans for technical service and support
- Promotes the sale of products and solutions to fit the customer requirements as well as meet the sales objectives set by the unit.
- Provide product support and training for staff, service agents, customers and operators.
- Supports Research and Development field tests to assist with development of new products and write reports on results.
- Compiles from time to time information and provides feedback to factory engineering for product improvement and development.
- Discuss and follow through on any product or service issues with customers and agents to make sure they're resolved effectively.
- Supports business solutions in service and support that ensure new sales.
- Provides and delivers customer clinics, trade shows and demonstrations
- Carry out all other duties that may affect the distribution of Waratah Product in the designated territory
- Resolves product and performance issues with dealers and customers, communicates with factories on appropriate issues and solutions to improve customer satisfaction using various John Deere tools, including DTAC, JDWIN etc.
This position will require regular travel to Waratah customers within Australia, Asia Pacific and Africa regions (when able). This opportunity will suit a Customer Support Specialist residing in QLD, NSW or VIC with easy access to a major airport.
About You
The role of a Customer Support Specialist requires a resilient self-starter who has a customer-centric focus. It is a role for someone who can find professional fulfillment in their work to provide product support and the delivery of technical training for our end user customers. Make your mark with an industry leader, contributing to the growth and success of our business.
Skills & Experience You Need
- Experience in the Sales service and maintenance of heavy equipment, including solid skill base in electrical, hydraulic, and diagnostic procedures.
- Experience delivering user training to ensure the customer understands the safe and efficient use of Forestry machinery for their required application.
- Communication Skills: Effective communication, both written and verbal, is essential. This includes the ability to convey ideas clearly, collaborate with colleagues, and interact with clients or customers.
- Digital Literacy: As technology continues to advance, a basic level of digital literacy is non-negotiable. This includes familiarity with common software tools and the ability to adapt to new digital platforms.
- Strong customer Sales and Service focus with a dedicated work ethic.
- Adaptability: In a rapidly changing world, the ability to adapt to new technologies, methodologies, and market conditions is essential. Being open to change and willing to learn new skills.
- Ethical Integrity: Trust and ethical behaviour are vital for long-term success. Maintaining high ethical standards in your work and interactions is non-negotiable.
- Listening skills and the ability to identify the needs of customers.
- Field experience with regular customer contact, knowledge of dealer/distribution network, limited geographic area of responsibility, and broad product knowledge.
- Excellent problem-solving skills.
- Proven organisational skills with the ability and flexibility to successfully manage and prioritise fluctuating workloads.
- Willingness to travel Domestically & Internationally.
What Makes You Stand Out
- Networking: Building and maintaining a professional network can be critical for career growth. This involves connecting with peers, mentors, and industry professionals.
- Ability to provide business influence and provide customer advocacy
What you’ll get in return
At Waratah, you are empowered to create a career that will take you to where you want to go. Here, you'll enjoy the support to think outside the box and the advanced tools and technology that foster innovation and achievement.
We are a Global company that truly values its people and provides a broad range of benefits which include a competitive remuneration package, flexible working, social activities, health and safety programs and ongoing training and development opportunities.
We embrace and strive for a workforce that is as diverse, talented and passionate as the communities in which we live and operate, and to provide a workplace where people feel included, valued and supported. We welcome applications from all backgrounds and believe that by understanding and respecting each other’s differences we will perform at our best!
What you need to do now
If you have the experience outlined above, and the passion to succeed, we would love to hear from you!
Please click the 'APPLY' button now and send through your resume and cover letter detailing your previous relevant experience and why you are the perfect candidate for our team.
Applications for this position will close at close of business 17 September 2023
Note: Appropriate work authorisations are required in this country prior to application.
Waratah believes in the power of diversity in the workforce and we and are committed to creating an inclusive environment for all employees.
