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Confidence through Training

Tigercat Industries offers a series of service training programs to ensure dealer technicians are confident and skilled in machine troubleshooting and repair. Repair efficiency boosts customer satisfaction and machine uptime. Technical Trainer Dan Smith highlights his role and the value of this hands-on training.

— Samantha Paul

Dan Smith has been a technical trainer in the Tigercat Industries service department for ten years. His father was a mechanical engineer, and initially, Dan intended to study electrical engineering. However, encouraged by his guidance counsellor to pursue his interest in hands-on work, Dan shifted his focus to automotive mechanics. “During the first ten to fifteen years of my career, I worked as an automotive mechanic,” Dan explains. “I started at General Motors with brands such as Pontiac, Buick, Cadillac, and then Kia, where I became a master technician. I also served as a shop foreman and eventually started my own mobile mechanic business.” After earning his automotive mechanics license from Mohawk College in Hamilton, Ontario, Dan taught part-time at the college for nearly three years. His combination of dealership and training experience makes an excellent fit for his role at Tigercat; he understands the challenges service technicians face daily.

“When you first get hired into the Tigercat service department, you work on a few different assembly lines to learn how the machines are put together. You get a good bit of experience just doing that. Then you are trained on working on completed machines — doing setups, setting pressures and programming. Then you move into your final role, whether it’s in the service department or, for me, building courses and providing training.”

Dan spends two to three weeks each month conducting hands-on training throughout the global Tigercat | TCi dealer network. He combines classroom theory with practical service work. Last year, his training sessions took him to France, Romania, Africa, Brazil, Chile, Uruguay, Canada, Australia, and New Zealand. The remainder of his time is dedicated to gathering new information, creating instructional materials, tailoring content for technicians, and developing training modules.
Dan demonstrates how the DEF tank level and temperature sensors function and how to test them using a digital multimeter for a group of service technicians from Québec.

Dealer training and development

When a new dealer partnership begins, an initial training session is provided based on the key product groups sold in that market. Course content begins with an overview of each machine’s purpose, followed by detailed lessons on electrical systems, hydraulics, and control logic. The training includes theoretical instruction, schematics review, and practical exercises such as setting pressures and configuring machines for field operation. “Sometimes they’ll have specific requests like, ‘Can you help us with programming the IQAN system?’ And so, we’ll go over that request when we get there,” explains Dan.

“Our approach isn’t just teaching how to turn screws or read gauges,” Dan emphasizes. “We want technicians to understand what they’re adjusting, why, and under what circumstances. This knowledge enables technicians to troubleshoot effectively in the field, diagnosing issues like incorrect pressures and interpreting schematics, so they can work independently, reducing service calls and downtime.”

IF TECHNICIANS LACK PROPER TRAINING, DEALERS OFTEN MUST GAIN EXPERIENCE AT THE CUSTOMER’S EXPENSE, WHICH CUSTOMERS NOTICE.


— Dan Smith, Technical Trainer and Service Representative for Tigercat Industries

Class sizes are limited to twelve participants, ensuring everyone receives ample hands-on time. Trainers assess each technician’s initial knowledge level and tailor instruction accordingly. Participants have access to extensive reference materials.

Safety plays a critical role in all training sessions. Each trainee must complete an online safety course before participating in any technical training. During sessions, safety practices are reinforced, such as honking the horn before starting a machine and exercising caution around personnel to prevent accidents.

In addition to in-person training, Tigercat offers self-directed online courses, allowing technicians to learn at their own pace and on their own schedule. These courses combine detailed written and visual information — including schematics, component layouts, images, and videos — with recorded lessons and step-by- step demonstrations of software navigation, key component replacement, and testing. Students can stop, start, and revisit lessons as required.

Tigercat remains committed to developing and updating training courses to keep pace with evolving technology. “When Tier 4 engines were first introduced, it was a steep learning curve,” Dan recalls. “But after creating and delivering the engine courses, we saw a significant improvement in troubleshooting skills. I had one technician approach me during a break, thanking me. When the tech was communicating with our service department, he was happy he was able to work through the issue with them and feel confident diagnosing the machine,” says Dan. “I thought that was great. You don’t always get feedback, but when you do, you remember it.”

Another technician working for a large, multi-line dealer related to Dan that, having attended many OEM training courses over the past ten years, it was the best training he had ever participated in. “That’s always encouraging to hear,” says Dan. “It’s important to continue evolving and adding content to keep it relevant for technicians.”
Dan demonstrates the E.A.S.Y. software functions while connected to the PT Box during a Tier 4 aftertreatment course for Latin Equipment Chile. Factory Support Representative, Pedro Venegas, translates as technicians review diagnostics on an LS855E Tier 4f machine. Sessions are often recorded for future reference in multilingual settings.

Customer perception

The importance of confident service technicians cannot be overstated. It significantly impacts the customer’s perception of the dealer’s capabilities. “If technicians lack proper training, dealers often must gain experience at the customer’s expense, which customers notice. If an inexperienced technician replaces parts repeatedly until the issue is fixed, customers become less confident in the dealer,” says Dan. “Once out of warranty or if problems persist, customers may try to fix machines themselves or seek alternative service providers. Ultimately, this can increase downtime and expense, while eroding loyalty and trust.”

Forestry machines are often located in remote areas, requiring significant travel time. “Some technicians may drive a full day, stay in a motel, and then work on the machine the next day. This represents considerable downtime for the customer, who is losing money if the machine isn’t operational.” Understanding how the machines work helps technicians move beyond mere parts replacers. Instead, they become true technicians — learning, diagnosing, and fixing issues correctly the first time. This approach reduces guesswork and decreases expense and downtime for customers.

“A lot of the onus is put on the dealer to put their service technicians into these training programs,” states Dan. Investing in comprehensive, ongoing training is crucial for developing a skilled and confident dealer network. As Tigercat and TCi machinery continue to evolve, technicians must follow suit with continuous education. Ongoing learning empowers service technicians, builds customer trust, and increases satisfaction. Ultimately, well-trained technicians are the backbone of reliable service support, reducing downtime and reinforcing the reputation of Tigercat Industries as a leader in the forestry equipment industry.

A fulfilling career

The Tigercat Industries service department offers a rewarding career path. A background in automotive or heavy equipment is typically required, along with a willingness to learn and adapt. Success in this field also requires strong problem-solving skills and the ability to communicate technical information clearly. Service representatives must work well under pressure, diagnose complex issues, and support customers in a variety of situations. While the role can be demanding, it is also highly fulfilling — often providing opportunities for travel, continuous learning, and exposure to new technologies. For those passionate about machinery and making a hands-on difference, a service department role offers both personal satisfaction and the chance to contribute meaningfully to the industry.