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Technical Support Manager

9 months ago

Regina, Canada Brandt Full time

Brandt is currently looking for a Technical Support Manager in our Regina location. The Technical Support Manager is responsible for managing the Brandt Technical Assistance Center (BTAC) operations, ensuring efficient and effective resolution of technical issues and provide exceptional customer support to our Dealers. This position will lead a team of technical experts, coordinate resources, and implement strategies to optimize the BTAC team’s performance and contribute to customer satisfaction. It will focus on assessing existing processes, identifying areas for optimization, and implementing improvements to reduce resolution times.

DUTIES AND RESPONSIBILITIES:

- Oversee the case management process, ensuring that all technical assistance cases are handled efficiently and effectively.
- Monitor case progress, review resolutions, and ensure high-quality responses are provided to customers within defined service response targets.
- Collaborate with Product Support Engineering to develop and maintain a comprehensive knowledge base, including Troubleshooting and Solution documents, to support efficient case resolution and improve resolution rates.
- Escalate major event reports and co-ordinate investigations with Design and Manufacturing teams.
- Establish metrics to measure BTAC case resolution time and response quality to drive high customer and dealer satisfaction.
- Drive continuous improvement initiatives within the BTAC system, streamlining processes and tools to enhance productivity and customer experience.
- Identify training needs for the BTAC team and coordinate the development and delivery of company information to enhance their technical and product knowledge.
- Foster a collaborative and supportive work environment, encouraging teamwork and balanced workload within the team.
- Available for answering BTAC inquiries as required.
- Perform other related duties as required.

LI-onsite

**Required Skills**:

- Strong analytical skills, with the ability to make practical and fact-based decisions.
- Effective communication skills
- Strong problem solving and decision-making skills

Required Experience
- Experience in process improvement methodologies
- Experience with manufacturing processes
- Experience with agricultural equipment, heavy construction equipment, trailers, or rail/municipal trucks
- Bachelors degree in Business/Management, Engineering, or related experience considered an asset