Heavy Duty Technician Support Specialist

2 months ago

Regina, Saskatchewan, Canada Brandt Full time
Job Summary

Brandt is seeking a skilled Technical Support Specialist to join our team at our Regina Head office location.

This role involves providing technical assistance to our Service Departments located within our Peterbilt truck dealerships. The ideal candidate will possess a background as a Heavy-Duty Technician, along with expertise in troubleshooting Truck & Trailer. Additionally, they should demonstrate a high proficiency in computer skills and effective communication.

Key Responsibilities
  • Technical Support: Respond to technical assistance requests from our Service Departments, particularly for challenging diagnostic cases.
  • Communication Management: Manage and facilitate communication with service departments to ensure seamless collaboration.
  • Training and Development: Identify opportunities for technician training and development to enhance their skills and knowledge.
  • Repair Procedure Development: Develop repair procedures for emerging issues, product enhancements, and warranty work to enhance technician efficiency and increase revenue.
  • Diagnostic Support: Leverage PACCAR technologies to diagnose and assist our service departments and customers.
  • Revenue Generation: Generate diagnostic revenue and help reduce the need for multiple service field trips.
  • Collaboration: Collaborate closely with the Machine Monitoring, Brandt Service Times, and Proactive Maintenance teams to address equipment abnormalities, streamline quoting processes, and identify revenue-generating opportunities.
  • Communication: Communicate effectively with Service Departments through a ticketing system, conveying appropriate actions.
  • Problem Resolution: Follow up on previous recommendations to ensure problem resolution and identify opportunities for learning and improvement.
  • Key Performance Indicators (KPIs): Meet KPIs for the Brandt Technical Assistance Center (BTAC).
  • Additional Responsibilities: Perform other assigned duties, including identifying Re-life and sales opportunities.
  • Reporting: Regularly report on new emerging issues, open cases, and machine lifecycle planning.
  • Database Maintenance: Update and maintain the Technical Solution Database.
Requirements
  • Possession of a Red Seal certification as a Heavy Duty Technician or equivalent industry work experience.
  • A minimum of 5 years of preferred service experience.
  • Proficiency in computer applications and data analytics.
  • Familiarity with truck and dealership service departments.
  • Capability to filter and correlate diverse data sources to formulate precise recommendations.
  • Understanding of truck application, design, functionality, and awareness of environmental factors affecting equipment performance.
  • Knowledge of effective inspection processes and equipment lifecycle planning.

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