Product Support Engineer

Brandt Group of Companies; Regina; On-site; CAD 80,000 - 100,000; Full time

Job summary

A prominent machinery manufacturer in Canada is seeking a Product Support Engineer to identify and resolve technical issues across various product lines. The role involves collaboration with design, engineering, and supply chain teams to improve product quality and customer satisfaction. Candidates should be prepared for hands-on investigation of product problems and technical support, ensuring robust solutions and metrics development.

Responsibilities

• Identify technical or mechanical problems and standardize solutions.
• Investigate product problems and identify root causes.
• Provide technical assistance for unresolved Level 2 product issues.
• Develop metrics and reports on product performance.
• Participate in product launch meetings and follow issues until closure.

Job description

Brandt is looking for hard-working and creative individuals to join our team. We are currently seeking a Product Support Engineer for our Agricultural, Machines & Attachments, Trailers, and Trucks product platforms (based in Regina).

The Product Support Engineer is responsible for identifying trending issues, determining root causes, coordinating cross functional teams towards resolution, and implementing improvements with product design teams, manufacturing engineering, supply chain teams, and dealerships to assure Brandt product quality meets the customers’ expectations. The role is a cross between a Problem Resolution Specialist and a Reliability Engineer.

Duties and Responsibilities

• Responsible for identifying technical or mechanical problems and standardizing solutions.
• Identify urgent and trending issues and recommend improvements to design, manufacturing, and purchasing teams.
• Investigate product problems, provide analysis, and identify root causes.
• Provide technical assistance for unresolved/new Level 2 product issues.
• Participate in product launch/Field Follow-Up team meetings, delegate activities, and follow up issues to ensure the appropriate closure.
• Works closely with Design, Tooling, Quality, Manufacturing, Purchasing/Suppliers, and Field Support.
• Develop bulletins and communicate solutions.
• Review technical details from warranty claims and technical assistance ticket to manage the Solutions/Repair Index.
• Write factory audit procedures based on customer issues, participate in quality audits, review results with responsible departments and follow up to ensure correction and prevention.
• Develop meaningful metrics and reports on product, department, and dealer performance for assigned product platform.
• Available for phone/email support as required.
• Perform other related duties as required.