Dealer Service Support Representative (Manufactured Equipment)

Brandt Industries is currently seeking a mechanical triage Dealer Service Support Representative (Manufactured Equipment). As the Dealer Service Support Representative for our dealership network, you will play a pivotal role in ensuring the efficient and timely resolution of product issues related to agricultural, heavy equipment, truck, and trailer industries. Your primary responsibilities will involve troubleshooting problems, providing guidance on repairs, and offering exceptional customer support. Your expertise and guidance will ensure efficient and timely solutions to enhance customer satisfaction and maintain the highest level of product performance

Who We Are

Brandt is a customer driven company, privately owned and family run, strengthened by diversification and succeeding through specialization. We operate over 170 locations across Canada, the USA, Australia, and New Zealand.

For nine decades, the people of Brandt have stood shoulder-to-shoulder with the hardworking people that we serve. And really, there’s no place we’d rather be because just like them, it’s when we’re working hard and getting things done that, we’re at our best.

Our success is driven by a passionate belief in the unlimited potential of our company and the ultimate success of our customers, and we act on that belief every single day.

That’s Powerful Value, Delivered.

What You Will Be Responsible For

Troubleshoot & Resolve Product Issues:

• Utilize available resources, manuals, and diagnostic tools to identify the root cause of equipment failures.
• Offer technical/mechanical advice and guidance to dealership network staff for issue resolution.

Product Knowledge:

• Maintain a deep understanding of the features, specifications, and operation of our machinery products.
• Provide comprehensive product knowledge to customers and dealership personnel, ensuring they can operate and maintain equipment effectively.

Communication and Support:

• Act as a liaison between dealerships and internal technical teams, ensuring that issues are properly documented and addressed.
• Follow up with customers and dealerships to confirm issue resolution and satisfaction.

Documentation Management:

• Accurately document all interactions, including issues, solutions, and recommended repairs
• Report common issues and trends to the manufacturing and design teams to support product improvement efforts.

Continuous Improvement:

• Gather information to help identify potential areas for improvement in product design, performance, and reliability.

Customer Service:

• Maintain a customer-centric approach, ensuring that warranty claims are processed with a focus on customer satisfaction and a positive experience.
• Provide after-hours support through on call rotation.

What We Look For

• High school diploma or equivalent (Engineering Technologist or Heavy Equipment/ Agricultural / Automotive Technician is a plus)
• Experience in customer support, technical troubleshooting, or a related role, preferably in the agricultural, heavy equipment, truck, or trailer industry.
• Strong mechanical and technical aptitude with the ability to understand complex machinery and systems
• Exceptional problem-solving and analytical skills.
• Customer-centric attitude with a dedication to delivering top-notch service.
• Ability to work independently, prioritize tasks, and manage time efficiently.
• Excellent communication skills, both verbal and written, with the ability to convey technical information clearly and concisely.
• Proficiency in Microsoft Office suite (Excel, Word, Outlook, Sharepoint).

What We Offer

• Competitive compensation: we offer fair, market-based wages that recognize your skills, experience, and contributions.
• Opportunities for advancement within a growing company that values initiative and teamwork.
• Comprehensive benefits coverage: including health, dental and more to support your wellbeing.
• Retirement savings programs: Pension and RRSP programs to help you invest in your future.

When you work for Brandt, we work for you. It’s as simple as that.