Technical Service Specialist

Job title: Technical Service Specialist

Job description: Brandt is currently seeking to fill the role of a Technical Communicator – Truck & Trailer at our Regina Customer Support Centre. In this position, your primary responsibilities will include providing technical support to Brandt Service Departments located within our Peterbilt truck dealerships. Your mission will be to enhance communication, boost service revenue, and pinpoint training requirements for the Brandt Truck and Trailer division. The ideal candidate will possess a background as a Heavy-Duty Technician, along with expertise in troubleshooting machinery. Additionally, they should demonstrate a high proficiency in computer skills and effective communication. The successful candidate will take a proactive approach to repairs and lifecycle planning, harnessing the latest technologies and equipment data to provide recommendations that empower our technicians to carry out machine repairs faster and more efficiently. Ultimately, this role aims to elevate the Peterbilt and Brandt customer experience.

This position presents a valuable opportunity for experienced technicians with a keen interest in technology, as well as individuals with a technology-focused background and a knack for mechanical systems.

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Duties & Responsibilities

• Respond to technical assistance requests from Brandt Service Departments, particularly for challenging diagnostic cases.
• Manage and facilitate communication with service departments.
• Identify opportunities for technician training and development.
• Develop repair procedures for emerging issues, product enhancements, and warranty work to enhance technician efficiency and increase revenue.
• Leverage PACCAR technologies to diagnose and assist Brandt service departments and our customers.
• Generate diagnostic revenue and help reduce the need for multiple service field trips.
• 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.
• Communicate effectively with Service Departments through telephone, email, or a ticketing system, conveying appropriate actions.
• Follow up on previous recommendations to ensure problem resolution and identify opportunities for learning and improvement.
• Meet Key Performance Indicators (KPIs) for the Brandt Technical Assistance Center (BTAC).
• Perform other assigned duties.
• Identify Re-life and sales opportunities.
• Regularly report on new emerging issues, open cases, and machine lifecycle planning.
• Update and maintain the Technical Solution Database.

Required Skills

Required Experience

• 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 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

• 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 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

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