Technical Machine Specialist - Customer Spport - Agriculture Saskatchewan

Brandt 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.

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.