Steve Hatch

Current Role Overview:

• Provide first-level technical support to Massey Ferguson tractor dealer network, addressing issues related to Massey Ferguson Tractors and Fuse products (GPS and telemetry).
• Utilize AGCO systems like GCE Omnichannel, Salesforce, Tech Connect, Technical Knowledge Publications, and MF Connect to research and deliver solutions to technical problems.
• Act as primary liaison with Beauvais factory for MF tractors, and collaborate with Digital team to support all MF tractor, guidance, and technology systems.
• Chair regular update meetings with MF service team to share technical insights, ensuring team alignment and consistent information flow.
• Collaborate with factory escalation teams to report market concerns, creating early warnings and providing detailed reports to factory teams for issue resolution.
• Conduct field visits to dealers and customers, resolving technical issues through hands-on investigation and support.
• Analyse market field service data and collaborate with factory technical teams and my own team to prepare presentations for dealer service review meetings.
• Serve as country reference point for the Massey Ferguson brand, liaising directly with the factory for technical support and issue resolution.

To provide Dealer Technicians with technical assistance on service related matters by telephone and email and existing AGCO system tools eg Sales force, Tech Connect system, Technical Knowledge Publications, etc. to research technical solutions when said solutions are known. Provide information and communication of technical service issues as they arise and liaise with factory to provide dealers/customers with solutions. To arrange field visits to dealers and customers, if required. Provide support to Abbey Park Training school preparing and delivering training material for Rogator training courses for dealer technicians. Collate and quantify market field service Data and liaise with EAME technical teams for technical/ engineering team and service review meetings. Act as country reference point to the factory for FENDT Rogator product.

• Provide hands on product technical support for the dealer network.
• Problem investigation through field visits
• Promoting customer satisfaction and customer loyalty
• Conducting end user operator training to maximize product performance
• Assist in end of harvest inspections

• To be involved in IDEAL product audit & development with the factory.
• Assist with the coordination of field campaigns / repair programs, ensuring that completion rates are achieved in line with company objectives.
• Assist with providing Service Training to Dealer staff on IDEAL combines on a required basis.

• To provide Dealer Technicians with technical assistance on service related matters by telephone and email Tech connect system, Primarily with Massey Ferguson Tractors and 1st level support for Fuse products (GPS related issues)
• Use existing AGCO system tools (Sales force, Tech Connect system, Technical Knowledge Publications, etc.) to research technical solutions when said solutions are known.
• As factory contact with Beauvais for MF tractors, provide information and communication of technical service issues as they arise and liaise with factory to provide dealers/customers with solutions.
  To arrange field visits to dealers and customers, if needed by the area field service team.
• Make supervised field visits representing the technical service office in areas of problems research/resolution as required.
  Provide support to Abbey Park Training school preparing and delivering training material for Massey Ferguson training courses for dealer technicians.
• Collate and quantify market field service Data and liaise with EAME technical teams for technical/ engineering team and service review meetings.
• Act as a country reference point to the factory for the Massey Ferguson brand.

Carry out repairs and diagnostics on Massey Ferguson tractors.

Provide technical support/training to other skilled and semi skilled technicians within the company.

Massey Ferguson product support for customers providing technical support, driver operational support and carry out demonstration and installation of products where required.

The company GPS specialist for guidance systems used on Massey Ferguson products.

• Worked in a New Holland main dealership as a technician working on

New Holland Tractors

LELY grassland equipment

New Holland construction equipment

Kawasaki Quads and Mules

• Also employed as an accredited Honda approved technician on Honda ATV products.

Working on Fendt tractors as an apprentice engineer whilst attending Rosewarne Agricultural college to gain the necessary Qualifications and technical knowledge for a career in this industry.