Technical Product Support Specialist - Hydrovac Trucks

Brandt Group of Companies•Hudson, IL

99d•Onsite

About The Position

Brandt is a customer-driven, privately owned, and family-run company that thrives on diversification and specialization. With over 170 locations across Canada, the USA, Australia, and New Zealand, Brandt has a nine-decade history of supporting hardworking people. The company is driven by a belief in its unlimited potential and the ultimate success of its customers, embodying the principle of 'Powerful Value, Delivered.'

Requirements

Minimum 5 years of experience in technical support, service, or field-based roles supporting heavy equipment or hydrovac equipment
Experience working with dealer networks and customers
Strong mechanical, hydraulic, and electrical troubleshooting skills
Ability to diagnose complex issues and support root cause analysis
Strong communication and relationship-building skills
Ability to work independently while collaborating with cross-functional teams
Willingness to travel extensively (up to 70%)
Valid Driver’s License
Ability and willingness to obtain and maintain any required licensing to operate hydrovac trucks in the U.S. (CDL or equivalent)

Nice To Haves

Hands-on experience with hydrovac systems (water systems, vacuum systems, hydraulics, electrical, and structural components) is considered an asset

Responsibilities

Provide advanced technical support to dealers and customers to resolve issues and minimize equipment downtime.
Lead response for complex or high-impact product issues, including on-site support as required.
Diagnose equipment issues, assess application and usage, and support effective repair solutions.
Coordinate with Technical Support, Engineering, and Product teams to implement approved fixes.
Support new machine start-ups and early-life issue resolution.
Ensure dealers are equipped to support Brandt Hydrovac Trucks through strong service capability, technical proficiency, proper parts stocking levels, and clear understanding of warranty processes.
Identify gaps in dealer readiness and work collaboratively to strengthen overall support capabilities.
Support onboarding and capability development of new dealers as they are introduced to the hydrovac product line.
Reinforce expectations for aftermarket support standards across the dealer network.
Provide field-based technical input and recommendations to support accurate and timely warranty claim adjudication.
Support dealers in submitting complete and accurate warranty claims in alignment with Brandt policies.
Assist in execution of Product Improvement Programs (PIPs), service campaigns, and field updates.
Ensure dealers understand and adhere to warranty processes and requirements.
Gather, document, and report detailed failure data, including configuration, application, operating conditions, and failure modes.
Assess real-world hydrovac usage to identify contributing factors related to setup, operation, or application.
Support root cause analysis in collaboration with Technical Support and Engineering teams.
Identify recurring issues and trends to support product quality improvements.
Build and maintain strong working relationships with dealer Service and Parts teams.
Conduct regular dealer visits to support product performance and reinforce support expectations.
Travel with dealer personnel as required to inspect equipment, verify setup, and support repair execution.
Act as the primary field contact between dealers and internal Brandt teams.
Deliver technical training on hydrovac operation, maintenance, troubleshooting, and warranty processes.
Support onboarding and capability development for dealers as products are introduced or updated.
Assist in development of training materials and programs tailored to hydrovac applications.
Support Sales teams with technical expertise during product demonstrations and customer interactions.
Participate in pre-sales discussions to ensure proper product application and setup.
Provide structured reporting on field activity, product issues, and emerging trends.
Ensure alignment across internal teams throughout issue resolution.
Monitor dealer and customer satisfaction and support follow-up actions as required.