Summary
Overview
Work History
Education
Skills
Professional Overview
Languages
Timeline
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Joao Brum

Altona Meadows,VIC

Summary

Versatile Service Engineer, skilled at offering customers and dealers easy-to-understand guidance and actionable advice on product use or troubleshooting.

With the can do attitude, always eager to improve product quality and perception of it, as well as customer satisfaction.

Overview

22
22
years of professional experience

Work History

Technical Support Supervisor

AGCO Australia
06.2021 - Current
  • Monitor product health and performance issues resolution around the APA region for Green and Gold Harvest machines, reporting to the multiple factories. improving NPI score and costumer satisfaction.
  • Issue technical documentation to keep dealers up to date.
  • Indicate the need of product improvement program (Product Support Program) and follow up execution, manage KPIs.
  • Technical Support Tier 2 for the ANZ and Africa markets
  • Support dealer training and train the trainer.
  • Improve customer retention rates by consistently delivering prompt and effective technical assistance tailored to individual needs.
  • Analyze technical support data to identify trends and common issues, proactively addressing concerns before they escalated further.
  • Develop comprehensive training materials to ensure consistent knowledge across the technical support team.

Technical Service Specialist

AGCO Australia
06.2019 - 06.2021
  • Delivered Technical Support help desk for Combine Harvesters and hay tools, visits to machines on field, joining product concern resolution process; writing tech information such service bulletins; warranty data analysis.
  • Reduced field problems perceived by end-users and decreasing time to fix.

Technical Service Specialist

AGCO Of Brazil
02.2012 - 06.2019
  • Combine Harvesters and Balers help desk support.
  • Performed diagnosis of listed machines failures via in-person inspection and phone-based consultation.
  • Diagnosed severity of customer issues, escalating data to problem concern resolution committee.
  • Implemented PSP, product support programs to solve identified field issues, reducing warranty costs.


Precision Technical Promoter

Agco Of Brazil
01.2011 - 02.2012
  • Help Desk and field technical support for precision agriculture products such as auto guidance, yield monitoring, spraying rate control.
  • Reduce field problems time to fix and down time of machines on field.

Technical Support Intern

Agco Of Brazil
07.2009 - 01.2011
  • Created awareness to engineering department in regards to field problems on combine harvesters.
  • Pick telephone calls and direct to appropriated staff.

Sales Engineering Intern

Agco Of Brazil
05.2006 - 12.2008
  • Helped on writing literature for sales training;
  • Booklet comparative with competitors, working together with product marketing; preparing machines to be displayed on marketing fairs; helping on specify right machine for what was required.
  • I reduced the time for machines get delivered to fairs.

Maintenance Intern

Eaton Transmissions
03.2003 - 08.2003
  • Worked on machine tools maintenance; developing corrective and preventive maintenance; on hydraulic; pneumatic and electrical components;
  • Main goal to reduce machine down time and consequently less delays on productive line.

Education

Bachelor in Mechanical Engineering -

PUC/RS - Pontifícia Universidade Católica
Porto Alegre/ RS - Brazil
07.2011

Skills

  • Technical Support and Assistance
  • Data Connectivity
  • Field Problem analyses
  • Proficient Microsoft Office user
  • Process oriented
  • Self motivated
  • Customer Relationship Management
  • Conflict Resolution
  • Adaptability
  • Critical Thinking

Professional Overview

Experienced professional on service engineering, working on technical support for more than ten years, always focused to improve field issues resolution skills, mainly on electrical/electronic and hydraulic diagnosis, trying to reduce machines downtime. Versatile, able to interact with people from different levels of the organization, dealing with annoyed customers and dealers. Excellent team member, can-do attitude, good people skills.

Languages

English
Native or Bilingual
Portuguese
Native or Bilingual
Spanish
Full Professional

Timeline

Technical Support Supervisor

AGCO Australia
06.2021 - Current

Technical Service Specialist

AGCO Australia
06.2019 - 06.2021

Technical Service Specialist

AGCO Of Brazil
02.2012 - 06.2019

Precision Technical Promoter

Agco Of Brazil
01.2011 - 02.2012

Technical Support Intern

Agco Of Brazil
07.2009 - 01.2011

Sales Engineering Intern

Agco Of Brazil
05.2006 - 12.2008

Maintenance Intern

Eaton Transmissions
03.2003 - 08.2003

Bachelor in Mechanical Engineering -

PUC/RS - Pontifícia Universidade Católica
Joao Brum