Iowa State University Research Park
Problem Resolution Specialist - Customer Insights
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Location: Ankeny, IA
Job Description
As a Problem Resolution Specialist- Customer Insights for JD Des Moines Works located in Ankeny, Iowa, you will:
- Participate in cross-functional teams (Order Fulfillment Process and Customer Support Process) internally and externally, providing information and identifying Product Support's concerns and issues for the team.
- Analyze and synthesize data from multiple sources, including:
- Warranty claims
- Customer contact cases (CCMS)
- Customer survey responses
- Pre-Delivery Inspection (PDI) reports
- Machine Data
- Parts sales trends and field feedback to identify emerging patterns and prioritize issues
- Drive Tech utilization activities through data mining and AI for machine usage to identify trends of usage
- May serve as a resource for other Product Support Representatives, Quality Improvement Teams, etc.
- Champion of Solution authoring, maintenance, and driving improvements with diagnostics
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VISA Sponsorship is NOT available for this position
What Skills You Need
- Adaptability to use new tools to drive efficiency and accuracy in all areas of your work
- Ability to build cross-functional relationships
- Demonstrated ability to use data and analytics to drive decisions, prioritize work, and influence outcomes
- Strong problem solving, critical thinking, and root cause analysis skills
- Effective communication and collaboration skills, with the ability to balance multiple stakeholders and competing priorities
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What Makes You Stand Out
- Experience working directly with dealers, customers, or field teams in a product support or technical role.
- Familiarity with structured problem resolution processes and cross functional corrective action workflows.
- Knowledge of (CCMS, NCCA-Advance, EDL (Enterprise Data Lakes), Power BI
Education
Ideally you will have a degree or equivalent related work experience in the following:
- Bachelor's Degree in Business, Agriculture, Engineering, or equivalent work experience
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