Technical Support Specialist

1 week ago

Regina, Canada Brandt Full time

Brandt is currently seeking a Technician Support Specialist - Agriculture for our Customer Support Centre in Regina.

**Duties & Responsibilities**:

- Manage technical assistance requests from Brandt Service teams using the Case & Contact Management System (CCMS) from John Deere.
- Investigate and research the factory’s platform data that diagnose and troubleshoot hard to fix issues.
- Leverage John Deere technologies to diagnose and assist Brandt Service teams with troubleshooting.
- Follow up on previous recommendations to ensure problem resolution, identify learning opportunities and document the insight.
- Identify and communicate opportunities for technician training and development.
- 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.
- Meet Key Performance Indicators (KPIs) for the Brandt Technical Assistance Center (BTAC).
- Update and maintain the Technical Solution Database.
- Develop repair procedures for emerging issues, product enhancements, and warranty work to enhance technician efficiency and increase revenue.
- Other duties may be assigned

LI-onsite

Required Experience
- Previous mechanical experience in Agricultural equipment (5 years minimum).
- Red seal heavy-duty technician certificate is an asset.
- Experience with electrical diagnosis /troubleshooting and aftertreatment systems is considered an asset.
- Knowledge of dealership service departments.
- Ability to filter and correlate data from different sources to formulate accurate recommendations.
- Familiarity with the maintenance or repair process, inspection, and equipment lifecycle planning.
- Must have a working knowledge of Microsoft suite of tools.

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