Heavy-Duty Technician Support Specialist

2 months ago

Regina, Canada Brandt Full time

We are currently seeking a Technician Support Specialist for our Regina location. This role is responsible for overseeing the John Deere, Case and Contact management system and providing technical expertise to the branches and the FleetWise team.  The successful candidate will be responsible for identifying issues and building world-class technical expertise database.  Utilizing data they will identify, investigating, document and communicate technical machine issues to the service branches and FleetWise team. 

The ideal candidate will be a Heavy-Duty Technician by trade, have experience with machine troubleshooting, will have a high level of computer skills and communicate effectively. The successful candidate will also be responsible for taking a proactive approach to repairs and lifecycle planning by utilizing the latest technologies and available equipment data. This position is a key liaison with Brandt Technicians, Foreman, Service managers, Engineers at John Deere, and the Brandt FleetWise team.

Responsibilities & Duties:

  • Manage technical assistance requests from Brandt Service Departments using the Case & Contact Management System (CCMS)
  • Develop Brandt Technical Assistance Center Technical Solutions by
    • Working with Deere via their Case & Contact Management System (formerly DTAC)
    • Working similarly with other OEM Manufacturers represented by Brandt.
    • Working with the Machine Monitoring Specialists to examine diagnostic trouble codes that come through the JDLink system
    • Researching Oil Sample Data
    • Researching warranty data
  • Update and maintain the Technical Solution database
  • Provide direction and technical expertise to Technicians, Foreman, and Service managers
  • Utilize John Deere Service Advisor Remote
    • To generate diagnostic revenue
    • To help branches reduce multiple service field trips
    • Update software over the air
  • Report and develop bulletins and help documents on
    • New emerging issues
    • Open BTAC cases
    • Machine lifecycle planning
  • Problem resolution cycle times.
  • Monitor alerts received from machines through various software platforms
  • Effectively communicate the appropriate actions to the Service Departments or customers via telephone, e-mail, or ticketing system
  • Follow up on previous recommendation to ensure problem resolution and identify learning opportunities
  • Meet KPI’s for FleetWise and the Brandt Technical Assistance Center
  • Provide coverage during peak times for Machine Monitoring Specialists
  • Other duties may be assigned.

#LI-onsite



Required Skills

Required Experience
  • Bilingual (English / French) is a requirement.
  • Red seal heavy duty technician certificate or equivalent work experience in the construction and forestry industry.
  • Minimum 5 years’ service experience as a technician, Foreman, or Service manager.
  • Strong background in computer applications and analytics
  • Knowledge of the heavy equipment & dealership service departments
  • Ability to filter and correlate the different data source to create an accurate recommendation.
  • Knowledge of machine application, design, functionality and understanding the environmental effect on the equipment performance
  • Understand effective inspection process and equipment lifecycle planning
  • Some travel required.

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