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Heavy-Duty Technician Support Specialist

2 months ago

Regina, Saskatchewan, Canada Brandt Full time
Job Summary

We are seeking a highly skilled Technical Support Specialist to join our team at Brandt. As a key member of our Technical Assistance Center, you will play a critical role in providing technical expertise to our branches and the FleetWise team.

Key Responsibilities
  • Technical Assistance: Manage technical assistance requests from our Service Departments using the Case & Contact Management System (CCMS).
  • Technical Solutions: Develop Brandt Technical Assistance Center Technical Solutions by working with Deere via their Case & Contact Management System (formerly DTAC), as well as other OEM Manufacturers represented by Brandt.
  • Database Management: Update and maintain the Technical Solution database.
  • Technical Expertise: Provide direction and technical expertise to Technicians, Foreman, and Service managers.
  • Machine Monitoring: Utilize John Deere Service Advisor Remote to generate diagnostic revenue, help branches reduce multiple service field trips, and update software over the air.
  • Reporting and Documentation: Report and develop bulletins and help documents on new emerging issues, open BTAC cases, machine lifecycle planning, and problem resolution cycle times.
  • Communication: Effectively communicate the appropriate actions to the Service Departments or customers via ticketing system.
  • Problem Resolution: Follow up on previous recommendations to ensure problem resolution and identify learning opportunities.
  • Performance Metrics: Meet KPI's for FleetWise and the Brandt Technical Assistance Center.
  • Coverage: Provide coverage during peak times for Machine Monitoring Specialists.
Requirements
  • Bilingual: Bilingual (English / French) is a requirement.
  • Red Seal Certification: Red seal heavy duty technician certificate or equivalent work experience in the construction and forestry industry.
  • Service Experience: Minimum 5 years' service experience as a technician, Foreman, or Service manager.
  • Computer Skills: Strong background in computer applications and analytics.
  • Heavy Equipment Knowledge: Knowledge of the heavy equipment & dealership service departments.
  • Data Analysis: Ability to filter and correlate the different data source to create an accurate recommendation.
  • Machine Application: Knowledge of machine application, design, functionality and understanding the environmental effect on the equipment performance.
  • Inspection Process: Understand effective inspection process and equipment lifecycle planning.
  • Travel: Some travel required.