Technical Machine Specialist - Customer Spport - Agriculture

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

The role establishes a knowledge center within the dealer organization to improve product resolution cycle times. It enables improved communication and sharing of best practices among all servicing locations. The Technical Machine Specialist works with Service Managers/Service Advisors to help solve problems, improve Technicians' diagnostic and repair abilities, resulting in less downtime and reduced costs for our customers. The role also involves conducting preliminary investigations into machine problems using CCMS, Machine Dashboard, Expert Alert information, external information sources, previous experiences, and knowledge of machine systems.

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

• Manage technical assistance requests from Brandt Service teams using Case Contact Management System (CCMS) software.
• Ensure all necessary information is documented within the CCMS case prior to submission to John Deere.
• Coordinate CCMS cases between Technicians and John Deere CCMS factory support as needed.
• Work with John Deere as a partner in quality to help identify emerging product quality concerns and support problem resolution.
• Assist in identifying technical training needs or gaps by communicating with location Service Managers/Service Advisors.
• Maintain up-to-date technical knowledge and create and maintain the technical solution database.