Technical Machine Specialist - Heavy Diesel

As a business, we are in an exciting growth phase and are looking for a Technician Support Specialist to join the Brandt Product Support team.

This position is responsible for providing technical assistance to Brandt Service Departments to solve customer machine issues. The ideal candidate will be a Heavy-Duty Technician by trade and have experience with machine troubleshooting, as well as a high level of computer skills and good communication. You will be responsible for taking a proactive approach to repairs and lifecycle planning by utilising the latest technologies and available equipment data to provide recommendations that allow our technicians to repair machines faster and more efficiently. This position is a key liaison with Brandt technicians and engineers at John Deere.

• → Manage technical assistance requests from Brandt Service Departments using the Case Contact Management System (CCMS) software.
• → Support Technicians, Service Managers and Service Foremen in diagnosing and resolving critical product issues while sharing best practices.
• → Ensure all necessary information is documented within the CCMS case before submission to John Deere.
• → Facilitate communication between Technicians and John Deere CCMS factory support as needed.
• → Develop, update and maintain technical solutions for the Brandt Technical Assistance Centre (BTAC)
• → Utilise John Deere Service Advisor Remote for diagnostic purposes.
• → Monitor alerts received from machines through various software platforms and effectively communicate the appropriate actions to the Service Department or customers.
• → Collaborate with John Deere to identify and address emerging product quality concerns.
• → Keep up-to-date with engine, hydraulic, and electrical systems, including repair manual schematics.
• → Prepare and analyse Service department reports, using data to drive improvements and growth.
• → Other duties as assigned.