About the role
·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.
·Qualifications: BACHELOR OF ENGINEERING