Territory Customer Experience Manager - Customer Experience (CA)

There are over 8 billion people on this planet. And by 2050, there will be 2 billion more... many moving into urban centers at an unprecedented rate. Making sure there is enough food, fiber and infrastructure for our rapidly growing world is what we're all about at John Deere. And it's why we're investing in our people and our technology like never before! Here the world's brightest minds are tackling the world's biggest challenges. If you believe one person can make the world a better place, we'll put you to work. RIGHT NOW.

Due to the development of John Deere Polska Branch in Tarnowo Podgórne, we are currently seeking candidates for the position of:​

Territory Customer Experience Manager

Tarnowo Podgórne, Poland

Lead the delivery of product uptime, machine performance and customer success across the assigned territory and product lines. Build dealer technical capability, coordinate effective problem resolution and connect dealers to deliver an outstanding customer experience. The TCEM succeeds not only through technical expertise, but through trusted relationships with customers, operators and dealer teams. This differentiates the role from a traditional technical support position and links directly to customer success.

Your responsibilities:

• Drive product uptime and effective machine operation by developing dealer support capabilities and coordinating timely technical intervention.

• Support the continuous development of dealer employees and specialists by strengthening their knowledge, skills, and expertise.

• Coordinate the diagnosis, escalation and resolution of priority technical issues, ensuring clear ownership, timely communication and appropriate product-line involvement.

• Develop channel partner capabilities in technical diagnostics, issue resolution, machine optimisation and proactive machine monitoring.

• Serve as the interface between the customers, dealership and product lines to reduce recurring technical issues.

• Conduct regular proactive dealer and customer visits, with particular focus on key accounts, customer retention and recurring product-performance concerns.

• Promote and facilitate the use of centralized and connected support, leveraging all available systems and tools.

• Coordinate and monitor relevant New Model Qualification cases, warranty matters, product programmes and commercial-assistance cases, escalating exceptions through the appropriate process.

• Lead the technical and product-performance elements of Customer Success Journey execution, in collaboration with the other stakeholders and dealer teams.

• Collaborate across Harvesting, Crop Care & Precision Technology, Aftermarket, Key Accounts, Sales and other relevant functions to deliver coordinated customer support

Suggested measures of success:

• Product uptime and machine-performance outcomes.

• Timeliness and quality of technical issue resolution.

• Reduction in recurring technical issues.

• Dealer technical capability development.

• Machine-monitoring and technology-utilisation effectiveness.

• Customer experience and retention outcomes.

• Execution of the technical elements of Customer Success Journey.

Our requirements:

• Ability and willingness to travel regularly across the assigned EMEA territory, including non-EU countries.

• Ideally you have a degree or equivalent & relevant work experience within agriculture, agronomy, agricultural engineering, precision agriculture, technical support, customer support.

• You possess excellent coaching & interpersonal skills and can motivate, engage, and unite people around common objectives effectively interacting with dealers.

• Ability to work independently, remain self-motivated and self-organized, and manage multiple support priorities plus enjoy working with numbers and leveraging your analytical skills.

• Fluent in English.

What we offer:

• Employment contract. 
• Opportunities for professional development within the company, with strong support for internal career growth.
• Employee referral program.
• Additional vacation days based on length of employment.
• Holiday allowance when taking at least 2 weeks off.
• Daily use of a foreign language in a friendly international working environment.
• Private medical care, life insurance, a sports card, meal allowance, language courses, a social fund budget, and various additional fun events in our office.
• Free access to our e-learning platform, featuring over 1,000 courses.

Please attach an English version of your CV.

We welcome applicants for who they are and value the unique perspectives, experiences, and strengths each person brings. We are committed to fostering a respectful, inclusive workplace where everyone can feel welcome, supported, and able to contribute.