Technical Service Specialist

Job title: Technical Service Specialist

Job description: Brandt is currently seeking a candidate to fill the role of a Technical Communicator – Agriculture at our Regina Customer Support Centre. In this position, your primary responsibility will be to provide technical assistance to Brandt Service Departments for resolving customer machine issues.

The ideal candidate for this role should have a background as a Heavy Duty Technician with experience in machine troubleshooting. Additionally, they should possess strong computer skills and effective communication abilities. The successful candidate will play a proactive role in repairs and lifecycle planning, leveraging the latest technologies and available equipment data to provide recommendations that enable our technicians to expedite machine repairs and enhance efficiency. This position also serves as a crucial link between Brandt technicians and engineers at John Deere.

This opportunity is well-suited for experienced technicians with a keen interest in technology, as well as individuals with a technology-focused background and a flair for mechanical systems.

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Duties & Responsibilities:

• Manage technical assistance requests from Brandt Service Departments using Case Contact Management System (CCMS) software.
• 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.
• Analyze diagnostic trouble codes received from the JDLink system.
• Conduct research on oil sample data and warranty data.
• Update and maintain the BTAC Technical Solution database.
• Provide guidance and technical expertise to the branches.
• Utilize John Deere Service Advisor Remote for diagnostic purposes.
• Assist in generating diagnostic revenue and reducing the need for multiple service field trips by branches.
• Regularly report on new emerging issues, customers at risk, open BTAC cases, and problem resolution cycle times.

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