Technical Support Specialist

4 weeks ago

Regina, Saskatchewan, Canada Brandt Full time
Job Title: Technician Support Specialist

Brandt is seeking a skilled Technician Support Specialist to join our team at our Regina Head Office. As a key member of our technical support team, you will play a crucial role in providing technical assistance to our Service Departments to resolve customer machine issues.

Key Responsibilities:
  • Manage technical assistance requests from Brandt Service Departments using Case Contact Management System (CCMS) software.
  • Develop technical solutions for the Brandt Technical Assistance Centre (BTAC) by collaborating with Deere via their Case & Contact Management System (formerly DTAC) and similarly with other OEM Manufacturers represented by Brandt.
  • Conduct research on oil sample data and warranty data.
  • Update and maintain the BTAC Technical Solution database.
  • Provide guidance and technical expertise to the branches.
  • Utilize John Deere Service Advisor Remote for diagnostic purposes.
  • Assist in generating diagnostic revenue and reducing the need for multiple service field trips by branches.
  • Regularly report on new emerging issues, customers at risk, open BTAC cases, and problem resolution cycle times.
Requirements:
  • Possession of a Red Seal certification as a Heavy-Duty Technician or equivalent industry work experience is recommended (Agricultural)
  • A minimum of 5 years of preferred service experience
  • Proficiency in computer applications and data analytics
  • Familiarity with agriculture equipment and dealership service departments
  • Capability to filter and correlate diverse data sources to formulate precise recommendations
  • Understanding of machine application, design, functionality, and awareness of environmental factors affecting equipment performance Knowledge of effective inspection processes and equipment lifecycle planning
  • Bilingual skills are advantageous but not mandatory
  • Occasional travel may be necessary

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