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Technical Support Specialist for Agricultural Equipment

2 months ago

Regina, Saskatchewan, Canada Brandt Full time
Job Description

Brandt is currently seeking a candidate to fill the position of Heavy Duty Technician Support Specialist at our Head Office. In this role, your primary responsibility will be to provide technical assistance to our Service Departments for resolving customer machine issues.

Key Responsibilities:
  • Technical Assistance: Manage technical assistance requests from our Service Departments using Case Contact Management System (CCMS) software.
  • Technical Solutions: 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.
  • Research and Analysis: Conduct research on oil sample data and warranty data.
  • Database Maintenance: Update and maintain the BTAC Technical Solution database.
  • Technical Guidance: Provide guidance and technical expertise to our branches.
  • Diagnostics: Utilize John Deere Service Advisor Remote for diagnostic purposes.
  • Problem Resolution: Assist in generating diagnostic revenue and reducing the need for multiple service field trips by branches.
  • Reporting: 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.