Technical Machine Specialist - Customer Support Center - Peterbilt

Brandt Seeking a Truck & Transportation Technical Machine Specialist based in either our Mississauga Peterbilt or Regina Customer Support Center.

The  Technical Machine Specialist provides advanced technical support for equipment distributed by Brandt Tractor, acting as the key liaison between Brandt Tractor branches and equipment manufacturers, including John Deere DTAC and other OEMs. This role  is responsible for diagnosing and resolving complex product issues using technical  expertise , experience, and manufacturer resources. Additionally, the Technical Machine Specialist supports Machine Monitoring Specialists and branch personnel by delivering expert guidance and ensuring effective problem resolution across all equipment platforms.  

 

DUTIES & RESPONSIBILITIES  INCLUDE BUT NOT LIMITED TO:  

• Collaborate with service departments to identify and execute machine repairs by monitoring DTC’s and Expert Alerts through the Foresight database.
• Investigate and research machine activity and provide recommendation of action.
• Effectively communicate the appropriate actions to the Service Departments or customers via telephone, e-mail or ticketing system.
• Follow up on previous recommendations to ensure problem resolution and identify learning opportunities.
• Provide Fleet Health reports as a value provided activity for customers and Brandt.
• Manage the dealer technical resolution process and relationship with John Deere and other equipment OEM’s.
• Provides primary or secondary support to Brandt Tractor Branches to increase speed and quality of customer technical issue resolution.
• Access and utilize OEM equipment technical information.
• Provide machine diagnostic assistance between the branches, OEM ‘s and customers.
• Work with John Deere DTAC and the MHMC (Machine Health Monitoring Center) to:
  • Identify and resolve technical problems
  • Provide direction and technical assistance to the branches.
  • Provides failure analysis reports to Brandt Tractor Branches, John Deere and customers
  • Create and distribute technical service-related memos.
• Other duties as assigned.

 

QUALIFICATIONS/REQUIREMENTS :  

• Knowledge of heavy equipment and dealership service departments.
• Knowledge of machine applications, design, functionality, and understanding the environmental effect on the equipment performance.
• Understand effective inspection process and equipment lifecycle planning.
• Possess strong technical and diagnostic capabilities.
• Possess strong background in computer application and analytics.
• Possess broad product and application knowledge.
• Ability to communicate effectively.
• Ability to filter and correlate different data sources to create an accurate recommendation.
• Mechanical Engineering or Heavy Duty Mechanic (Capstone Certification) considered an asset.
• Bilingual considered an asset.

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Required Skills

Required Experience