Technician Support Specialist - Construction & Forestry (Bilingual)

Brandt is currently seeking a Technician Support Specialist - Construction & Forestry (Bilingual) based in our Customer Support Center in Regina.

In this position, your primary responsibility will be providing technical machine assistance to the Brandt service teams. The ideal candidate for this role should have a Heavy Equipment Technician background with machine troubleshooting experience. Additionally, they should possess proficient 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 is also a crucial link between Brandt technicians and engineers at John Deere C&F facilities. This opportunity is well-suited for experienced technicians with a keen interest in technology and individuals with a technology-focused background and a flair for mechanical systems.

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 to diagnose and troubleshoot issues that are hard to fix.
• Leverage John Deere technologies to diagnose and assist Brandt service teams with troubleshooting.
• Effectively communicate the appropriate actions to the service technician via telephone, e-mail or ticketing system.
• 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