When to Use Expert Connect vs. Call Our Service Department
When equipment issues arise, every minute of downtime impacts productivity. Luckily, by partnering with American Implement, you can receive support when you need it the most. Whether you need help troubleshooting or need a professional repair, we’ve got you covered. So the question is: when you run into a problem, how do you decide whether to bring your machine into the shop or seek professional help remotely? With connect support tools like ExpertConnect, you have more options than ever. In this blog, we’ll walk you through the key differences between ExpertConnect and calling your nearest service department so you can minimize downtime and know when to make the right call.
Learn More About Connected Support
What is ExpertConnect?
ExpertConnect is a digital connected support solution that links your equipment directly to American Implement’s service team. It acts as an extra set of eyes on your machine, helping monitor performance, protect your investment, and address potential issues before they escalate.
How It Works
- A machine health alert is sent directly from your equipment to the American Implement Connected Support Team.
- The alert is reviewed and evaluated based on type and severity.
- Depending on the situation, a team member will contact you directly — or coordinate with your service team — to determine the best solution and help prevent further issues.
This proactive approach helps catch small problems early and keeps you moving during critical seasons.
Benefits of Connected Support
ExpertConnect is a valuable tool for hardworking farmers and producers who want greater visibility into machine health and faster access to expert guidance.
With ExpertConnect, you can:
Get Real-Time Support
Support teams can view machine data in near real time, allowing them to provide accurate, informed recommendations.
Experience Faster Response Times
Service teams are notified as soon as your machine sends an alert, enabling quicker communication and proactive problem-solving.
Use Live Video Assistance
Reduce miscommunication by showing advisors exactly what you’re seeing in the field and receive step-by-step visual guidance.
Connected support helps you stay ahead of potential issues instead of reacting after downtime occurs.
When to Use ExpertConnect
ExpertConnect is a great resource to utilize when you need immediate troubleshooting assistance for issues that may not require professional repair right away.
Ideal Situations:
- Warning lights or fault codes appear, but the machine is still operational.
- You need help interpreting an alert or diagnostic message
- You want confirmation before shutting down operations
- You’re unsure whether the issue is urgent or can wait
- You need quick troubleshooting guidance in the field
- You want to avoid unnecessary transport to the shop
If your equipment is safe to operate and the issue doesn’t appear to be a serious hazard, ExpertConnect is often your fastest and most efficient first step.
When to Call Our Service Department
While remote support is powerful, some situations require hands-on expertise. If you’re dealing with a major issue, contacting our service department to schedule an appointment is the right move.
When an Appointment is Needed:
- The machine is inoperable or unsafe to run
- Hydraulic leaks, major mechanical failures, or structural damage
- Recurring issues that remote troubleshooting has not resolved
- Warranty repairs requiring physical inspection
- Scheduled maintenance services
- Seasonal inspections before planting or harvest
Bottom line, if it requires hands-on repair, parts replacement, or shop time, it’s best to call our service department directly.
FAQs: ExpertConnect
What is ExpertConnect?
ExpertConnect is a digital connected support solution that links your John Deere equipment directly to American Implement's service team. It monitors machine health, sends real-time alerts, and connects you with expert guidance remotely — helping you catch small problems before they become costly downtime.
How does ExpertConnect work?
When your machine detects an issue, a health alert is sent directly to the American Implement Connected Support Team. The team reviews and evaluates the alert based on type and severity, then contacts you directly or coordinates with your service team to determine the best course of action.
What are the benefits of ExpertConnect connected support?
ExpertConnect gives equipment owners real-time visibility into machine health, faster response times when issues arise, and access to live video assistance so service reps can see exactly what you're seeing in the field. The goal is proactive problem-solving rather than reacting after downtime has already occurred.
When should I use ExpertConnect instead of calling the service department?
ExpertConnect is the right first step when your machine is still operational but showing warning lights or fault codes, when you need help interpreting a diagnostic message, when you're unsure whether an issue is urgent, or when you want to avoid an unnecessary trip to the shop. If the equipment is safe to run and the problem doesn't appear to be a serious hazard, ExpertConnect is typically the fastest and most efficient option.
When should I call the service department instead of using ExpertConnect?
You should contact your service department and schedule an appointment when your machine is inoperable or unsafe to run, when you're dealing with hydraulic leaks, major mechanical failures, or structural damage, when a recurring issue hasn't been resolved through remote troubleshooting, or when you need warranty repairs, parts replacement, scheduled maintenance, or a seasonal inspection before planting or harvest.
Does American Implement offer connected support services?
Yes. American Implement offers connected support through ExpertConnect across its network of dealerships in western Kansas and eastern Colorado. The Connected Support Team monitors alerts, evaluates machine health, and works with you to minimize downtime and keep your equipment running during critical seasons.
How do I get started with ExpertConnect at American Implement?
Contact your nearest American Implement dealership to learn more about connecting your machines to the ExpertConnect system. With 15 locations across western Kansas and eastern Colorado, a service team member can help you get set up and explain what connected support looks like for your operation.
ExpertConnect and service appointments both play crucial roles in keeping your equipment in good health and operating at high performance. Leveraging connected technology through American Implement helps reduce downtime, improve response times, and keep your equipment working when it matters most. Contact your nearest American Implement today to learn more about connecting your machines.