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Global Operations Manager, Customer Experience

2 months ago

Duluth, Minnesota, United States AGCO Full time

**Job Summary**

**Job Responsibilities**

As a Strategic Leader, Connected Services, you will be responsible for defining, developing, and executing AGCO's connected services and machine uptime capabilities across the AGCO business, globally. This role will involve managing the connection between the Customer Support, Technical Support, and Dealer Development teams and its impact on the business.

**Key Responsibilities:**

  • Build and manage a scaled production-level connected services, monitoring, and diagnostic center to work with all core brands and products.
  • Drive use-case generation and work with data scientists to create more uptime enhancement solutions.
  • Drive Proactive alerts adoption in dealers and customer support.
  • Establish global monitoring operations practice and provide continuous monitoring (24/7) and diagnostic services for AGCO connected assets.
  • Continuously gather use-cases for engine, transmission, hydraulics, electronics, and cab modules to perform machine oversight, detect trends, and approaching issues to develop an automation rules engine.
  • Define predictive analytics requirements for data science and advanced analytics team.
  • Lead dealer development and training with dealers and service staff to provide near real-time troubleshooting support.
  • Manage and improve the Rules engine and Operating tool to trigger the appropriate response (alert-handling), which includes logging the event, emailing, and escalating issues as needed.
  • Define and install process to notify the dealer or customers via phone, TechConnect, machine user interfaces, and/or e-mail as critical events occur.
  • Advise technical field staff or dealer on technical information and fault finding closing of the loop with case management tool.
  • Develop and submit frequent comprehensive reports related to machine performance and other activities.
  • Establish and maintain a process to identify, communicate, and resolve emerging technical issues detected by the telematics devices onboard.
  • Drive strategic development and ongoing development and improvement of the monitoring operations effectiveness, process, and system capabilities.

**What We Offer:**

AGCO is a global leader in the design, manufacture, and distribution of agricultural engineering with a portfolio of exciting international brands. We deliver solutions to farmers in 140 countries through a full line offer from tractors and combine harvesters to protein production systems and smart farming software solutions. As a Strategic Leader, Connected Services, you will be part of a dynamic team that brings agriculture into the future.

**Benefits:**

We offer a comprehensive benefits package, including health care and wellness plans, flexible and virtual work options, 401(k) Savings Plan with company match, paid holidays and paid time off, flexible spending accounts, reimbursement for continuing education, company philanthropic programs, company perks programs, and much more.