Technical Machine Specialist - Customer Spport - Agriculture

B randt is currently seeking a Technical Machine Specialist - Agriculture in our Customer Support Center in Regina.

Establishes a knowledge center within the dealer organization to improve product resolution cycle times. Enables improved communication, sharing of best practices among all servicing locations. Works with the Service Managers/Service Advisors to help solve problems. Helps to improve Technician’s diagnostic and repair abilities resulting in less downtime and reduced costs for our customers. Conducts preliminary investigations into machine problems using CCMS, Machine Dashboard and Expert Alert information, external information sources, previous experiences and knowledge of machine systems.

 

Duties & Responsibilities

Responsibilities of a Technical Machine Specialist (TMS or TC) are, but not limited to the following:

• Manage technical assistance requests from Brandt Service teams using Case Contact Management System (CCMS) software.
• Ensures all necessary information is documented within the CCMS case prior to submission to John Deere
• Coordinates CCMS cases between Technicians and John Deere CCMS factory support as needed.
• Works with John Deere as a partner in quality to help identify emerging product quality concerns and support problem resolution
• Assists in identifying technical training needs or gaps by communicating with location Service Mangers / Service Advisors
• Maintains up to date technical knowledge and creates and maintains the technical solution database

 

Required Skills

• Works closely with Machine Monitoring, Brandt Service Times and Proactive Maintenance teams to address equipment abnormalities, quote more efficiently and drive revenue opportunities
• Follow up on previous recommendations to ensure problem resolution and identify learning opportunities.
• Meet KPI’s for the Brandt Technical Assistance Center (BTAC)
• Provide coverage during peak times for Machine Monitoring Specialists
• Other duties may be assigned

Required Experience

• Red seal heavy duty technician certificate or equivalent work experience in the Ag Industry
• Minimum 5 year’s service experience with proven track record of technical ability
• Experience with the mechanical, electrical and hydraulic systems used in off road, construction, lawn, or heavy equipment
• Experience with basic computer functions ; experience using Service ADVISOR™, Parts ADVISOR™, or other computer based diagnostic repair tools preferred
• Knowledge of machine application, design, functionality and understanding the environmental effect on the equipment performance
• Experience analyzing and interpreting data and reports
• Experience communicating effectively
• Understand effective inspection process and equipment lifecycle planning
• Bilingual English/French is an asset but not required
• Travel may be required