KEY ACCOUNTABILITIES

- Act as subject matter expert on allocated product range/s and provide service and technical support to the Dealer network and internal stakholders. Activity includes but is not limited to; issue response and resolution, development and delivery of technical training, preparation and provision of technical materials and communications, demonstration of secure operation and repair techniques, troubleshooting/ guidance, advice, and consultation to optimise customer service
- Undertake in field performance investigations, customer clinics, demonstrations of products and provide machine start-up services of products
- Liaise with and report to the manufacturer on technical matters and in the field issues
- Undertake activity associated with factory product inspections or surveys and/or completion of reworks on internal/ stock machinery
- Undertake adjudication of warranty claims
- Undertake a range of ad hoc and scheduled reporting, including but not limited to; product and technical failure tendency reports, status and activity reports
- Promote the use and sale of genuine parts, crop packaging, oils, fluids and accessories
- Ensure product knowledge is current. Activity includes but is not limited to; study of technical information, relevant laws and theory and undertaking physical tasks such as; disassembly and assembly of components, testing, diagnosis, measuring/ monitoring, adjustment and repair

- Ensure all activity is undertaken in alignment with Kubota Dealership Agreements, Kubota policy and procedure,



particularly the Service policies and any training provided to you (from time to time) in relation to practice and procedure. Enact duties within appropriate application of financial and organisational resources.
- Actively undertake practice to collaborate with and communicate to other team members who share Dealer/ customer interaction to ensure overall customer dealings are smooth and accountable and customer satisfaction is optimised. Contacts may include but not be limited to; RSM’s, Zone Managers, Product Managers, etc.
- May lead, manage or participate in internal or external projects to support and/or optimise Service department aims and performance
- Act as a brand representative of Kubota at various events and with Dealers and customers
- Responsible for ensuring the safety of self, team and others in the workplace (including when at Dealer or customer sites) and external events. Follow all OHS policies and procedures, particularly in relation to remote working and attendance at external sites (such as dealerships or farms).

- Actively participate in team endeavour and cross-functional team projects. Actively engage in sharing knowledge, information and experience with other team members and may act as mentor/coach to less experienced team members

Note:



A range of critical objectives (Achieve objectives) are agreed annually (and may be revised mid-year). These measure and support achievement of the performance expectations outlined in this document, eg. Dealer training, Customer support, Customer Clinics, Start-up Service, Technical resolution, etc, etc.

Requirements

QUALIFICATIONS/KNOWLEDGE/ SKILL/EXPERIENCE (SELECTION CRITERIA)

- Mechanical trade qualification (Mechanic) or mechanical engineering qualification
- Certificate IV in Workplace Training and Assessment (desirable, but training can be provided)
- Valid Australian Passport and Driver’s license
- Qualification/ license/ tickets relevant to machinery being operated/ demonstrated (as required)
- Significant experience in a similar role providing a diverse range of service and technical support for agricultural and/ or industrial machinery
- Deep mechanical and technical experience working with agricultural machinery
- Experience in the adjudication of warranty claims
- Analytical and problem-solving skills, including the ability to focus on detail and the ability to research, analyse and solve or trouble-shoot complex and diverse service / technical problems and to make pragmatic, evidence-based decisions
- Well developed organisational and time management skills
- Excellent interpersonal and communication skills, including the ability to develop and deliver service training and to produce managerial and technical reporting
- Proven customer centricity and highly developed relations

📌 Field Service Support Specialist (Melbourne)
🏢 Kubota
📍 Melbourne