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Serve as the primary owner for complex, unresolved technical issues beyond Level-1 and Level-2 support
Lead technical diagnosis and troubleshooting for high-impact customer issues requiring engineering involvement
Own the resolution of technical inquiries by responding through established support channels and publishing clear guidance via Issue Master, Service Bulletins, Service News Updates, and Knowledge Articles to contain and resolve issues
Interface between field issues and engineering, ensuring issues are well-defined, reproducible, and actionable
Represent the customer perspective in cross-functional discussions related to quality, reliability, and product improvement
Proactively analyze field, dealer, and system data to identify emerging issues early, enabling timely containment actions before issues escalate to widespread customer impact
Use field and dealer feedback to help identify emerging issues and systemic trends
Support containment strategies that minimize customer impact while permanent fixes are developed
Requirements
Bachelor's Degree in Agricultural, Mechanical or Electrical Engineering
5+ Years experience in Quality, Service or Engineering related role
Strong analytical skills (preferably with knowledge of statistical tools)
Logical and rigorous problem-solving approach and experience with problem solving tools
Organizational and project management skills with the ability to participate in and lead cross-functional teams
High level of autonomy / self-starter with ability to drive results
What we offer
Comprehensive benefits program designed to support your health, well-being, and long-term success