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Customer Experience New Zealand

Apply Job ID 112789

Who We Are

Integrity. Quality. Commitment, Innovation and Humanity
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 customers and our community and made us a business that our people are proud of and proud to work for.

Waratah Forestry Services (a John Deere Company) has proudly served the global forestry industry for more than 50 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.

Title.Customer Experience NZ
Primary Location: - Rotorua
Job Grade: 6
Hiring Manager: Jules Larsen

The Opportunity

Provides product and customer support or training for products, services, or initiatives and drives activities to improve reliability and serviceability of products. Resolves advanced product problems using known information & personal knowledge. Identifies advanced to moderately complex problems and may need to refer some of them to higher levels for resolution. Locates existing information from multiple sources within Waratah to identify previously successful solutions to similar problems. Develops new solutions and provides product technical support to field teams, channel partners, customers on advanced problems; and coaches channel partners on the use of problem resolution tools. May participate in Product Improvement Program development and on problem solving teams. Provide advanced research for Model Product Development Program projects or product improvement programs within Product Support as requested. May develop and deliver technical training. Travels as necessary to collect failure data to provide problem definition on advanced problems.

What You Will Be Responsible For

  • Provide product support and training for staff, service agents, customers, attachment installers and waratah operators.
  • Maintain and manage Customer Support and Warranty databases.
  • Provide advanced product/service information and respond to complex customer questions about the product/service.
  • Respond to more advanced issue escalations promptly and appropriately.
  • Provide fault isolation and resolution to limit and address issues promptly.
  • Record and process custom/special orders that may require additional resources for delivery and coordinate with those teams as required.
  • Maintain and lead periodic check-ins with key customers to ensure they're receiving the most value from the product/service.
  • Look for opportunities during service interactions to bridge customer needs to additional products/services offered by the organization.

The Skills You will Need To Be Successful

  • Financial Acumen: Ability to understand financial data and make strategic decisions.
  • Effective Communication: Clear and persuasive communication with excellent presentation abilities.
  • Analytical Skills: Ability to analyze customer support and competitive customer support information.
  • Relationship Management: Ability to maintain relationships with business partners and stakeholders.
  • Creativity in New Business Strategy: Innovative thinking to develop new business approaches and strategies.
  • Marketing Expertise: Developing and implementing effective Product support marketing strategies.

What Will Make You Stand Out

  • Integrity
  • Compassion
  • Learning Agility
  • Courage
  • Resilience
  • Vision

Applications for this position will close at COB 9th May 2025.

Note:  Appropriate work authorisations are required in this country prior to application.  

The information contained herein is not intended to be an exhaustive list of all responsibilities and qualifications required of individuals performing the job. The qualifications detailed in this job description are not considered the minimum requirements necessary to perform the job, but rather as guidelines.

Waratah believes in the power of diversity in the workforce and we and are committed to creating an inclusive environment for all employees.

Waratah. Built to Produce. Built to Last. Built to Work.

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