When your day depends on running strong, Gooseneck’s Extended Support Team is already on it—solving problems, sourcing parts, and delivering answers before you even know you need them. In 2024 alone, this dedicated remote team resolved nearly 50,000 tickets and supported over 14,000 customers. That’s not just support—it’s success in action.
It’s powered by experience. This powerhouse crew brings 151 years of combined expertise to the table—deep knowledge of John Deere equipment, shortline brands, and just about every challenge our customers might face, from aged machines to high-tech GPS systems.
Built on Relationships
At Gooseneck, we know our business is relationship-based—and that’s why we love what we do. Our employees have built trust and strong relationships with customers, and we want every interaction to feel personal. That’s why we implemented a new call flow designed to support those relationships: whenever possible, calls and texts are answered directly by the local store teams that customers already know and trust.
But when store employees are busy helping others, the Extended Support Team steps in as the backup—so instead of waiting, you get the answers you need right away. Their years of knowledge and experience mean you get the right solution the first time. And by evening out the call volume, they also give store employees the breathing room to focus fully on the customer in front of them, without feeling rushed to get to the next call.
This balance ensures that no matter how you reach out, you’re always supported—by someone who’s passionate about your success.
More Than After-Hours Help
What many customers may not realize is that this team isn’t just for evenings and weekends—they’re also your overflow support during the busiest times of the day. When your local store team is tied up, calls roll over to the Extended Support Team so a real person can pick up and keep you moving. And if the line is tied up, leaving a voicemail is key. It allows the team to return your call quickly—and, if needed, route your message back to your local store.
It’s all part of making sure you’re always supported, no matter when or why you reach out.
Meet the Experts Behind the Support:
Tasha Myers
Title: Remote Parts Advisor
Years of Experience: 7
Expertise: Honeybee Equipment
What drives her: “I’ve been on both sides of the counter, so I know how important it is to get the right parts—timely. That can make or break a customer’s day.”
Scott Kohlman
Title: Remote Parts Advisor
Years of Experience: 11
Expertise: John Deere Parts & Brandt
What drives him: “Customer service means a lot to me. I strive to make sure everyone is taken care of.”
David Rohlik
Title: Remote Parts Advisor
Years of Experience: 31
Expertise: Precision/GPS
What drives him: “Taking care of customers in a timely manner—and helping my fellow employees, too. That’s what matters.”
Sam Rankin
Title: Remote Parts Advisor
Years of Experience: 18
Expertise: Aged Machines/Tractors
What drives him: “Supporting others starts by listening—then comes feedback, recognition, and encouraging self-care. We’re all in this together.”
John Vickery
Title: Remote Parts Advisor
Years of Experience: 17
Expertise: Balers & Air Drills
What drives him: “It’s important to me that customers get the right parts so they can keep running. That’s always the goal."
Ron Nordstrom
Title: Remote Parts Advisor
Years of Experience: 44 (24 in Ag)
Expertise: All Farm Machinery
What drives him: “We keep the long hours to support both our Stores and Customers—it’s part of the job, and we’re proud of it.”
Reid Spivey
Title: Remote Parts Advisor
Years of Experience: 15
Expertise: JD Construction & Agriculture
What drives him: “I always try to find a solution—or make sure the customer gets to someone who has one. Either way, we get it handled.”
Josh Kersten
Title: Remote Parts Advisor
Years of Experience: 8
Expertise: JD Parts & E-Commerce
What drives him: “I’m here to get customers going again by providing great service—and the right solution.”
Whether you’ve called after hours, needed a quick fix on a machine ID, or tracked down a hard-to-find part, chances are you’ve crossed paths with this crew—maybe without even realizing it. They’re the steady hands behind the screen, moving fast and thinking ahead so you don’t lose time in the field. They don’t just work long hours—they work smart, fast, and always with one goal in mind: keeping you moving. Whether your call comes in after hours or during peak store times, the Extended Support Team is there to make sure you’re still in Gooseneck’s hands. And when you leave a voicemail, it helps them respond faster—or route your need directly back to the store. It’s all part of how we passionately partner in your success, every single day (and often well into the night).
To our Extended Support Team: thank you for being the voice on the line, the experts behind the scenes, and for keeping our customers moving and our promise strong.
