Product Support Specialist/Underground

United in Performance. Inspired by Innovation.

This Product Support Specialist role provides technical support with regard to all Underground (URE) Division products and services, to meet growth initiatives with a focus on improvement of customer satisfaction. The successful candidate will have the opportunity to share technical expertise and problem-solving skills in such a manner that will result in improved customer satisfaction and efficiency. This role will require the Specialist to include real-time problem-solving of systems malfunctions, as well as design challenges that occur when a specific application challenges the engineering design envelope. Effectively communicating and working with all Epiroc groups while providing best-in-class technical support for all internal and external customers is critical to success.

The work environment in the mining and construction industries has unique and interesting challenges one won't find in other professions. It is all-encompassing, anywhere from office attire one day to working in a rough and rugged environment another day in some of the most beautiful and pristine areas of the world. This position is considered safety sensitive and in all situations, an emphasis on personal health and safety must be maintained.

The preferred location for this role is Elko, NV, but consideration may be given to candidates within close proximity (within 2 to 3 hours) of an international airport.

Responsibilities:

• Responsible for supporting PSD Service Centers, Business Lines, Sales Organization, Product Companies, Product Support Technicians, Dealer Partners and end users for all MRS product lines, warranty & technical support
• Perform technical support for customers and dealers; safety, technical and operator training may occasionally fall into this scope
• Utilize Epiroc published documentation wherever applicable in order to present a consistent and repeatable message to customers, aligned with the Epiroc global training standard strategy
• Understand product applications and the ever changing environmental challenges to application design that requires advanced problem solving capabilities to maximize machine performance
• Maintain Epiroc Superior Standards through training and mentoring of all local Epiroc personnel with a focus on technicians
• Communicate all relevant product, technical service and training activities and work in partnership with all Epiroc groups and customers to sustain product integrity
• Prepare necessary information as requested whether routine or for special occasions, while maintaining alignment with Epiroc Technical Information Services (TIS) documentation
• Continually improve the capabilities of the front line service technicians to develop them to be self-sufficient in problem solving scenarios
• Drive product operational feedback up to the responsible Divisions through the use of Epiroc reporting systems such as WOL, ACIGN, personal communication and product counsel mediums
• Ensure that the correct responsible departments are involved in the development of procedures to ensure that all US Customer Center (US CC) business process and technical support activities are performed in accordance with Epiroc published documentation standards
• In support of organization structure and efficiency, identify incoming requests that should be routed to other departments and collaborate on a seamless process to achieve the handoff
• Assist with competence development throughout the organization on product, technical and business process and administrative activities
• Warranty technical support for dealers and service centers, to meet warranty recovery and requirement goals
• Provide key departmental reporting information back to management to allow continuous improvement decision making administrative steps with responsible stakeholders
• Manage, coach, train and lead employees in a fashion that is consistent with our company’s culture and management philosophy
• Organize, document, and maintain procedures for all Technical and Business Operations Support
• Practice courteous and professional demeanor and communication with customers and internal staff at all times

Requirements:

• Bachelor’s degree in Engineering (Mechanical, Mining etc.) is preferred; equivalent combination of education and work experience may be considered in lieu of degree
• Credentialed technical abilities or demonstrated ability to achieve required Epiroc credentials; pretesting may be part of the selection process
• Minimum of five years’ of related work experience in the mining or heavy equipment industries

• Demonstrated competence with industrial/commercial fluid power and low voltage electrical control systems is preferred
• Working knowledge of diesel engines and rotary screw compressors
• High level understanding of the various material extraction (“Mining”) processes as well as application knowledge of drilling, excavating and material handling associated with the above-mentioned processes
• Advanced understanding of the control and navigation systems used on Epiroc and other OEM equipment
• Maintain required US Department of Labor, Safe Start and MSHA Training Certificates, or agree to complete the training program(s) needed to acquire the Training Certificates
• Valid driver’s license with a good driving record
• Successful candidates must be able to sit for extended periods if needed, use hands to feel, reach with hands and arms and talk or hear
• Proficient computer skills with Microsoft Office Suite, internet, file management as well as the ability to learn Epiroc specialty software applications
• Excellent verbal, written and presentation communication skills
• Advanced technical writing ability to provide documentation of events that allow accurate reenactment by stakeholders, not directly involved, to have a complete understanding of the event or events in order to apply technical or engineering support to prevent the reoccurrence and improve the product for future use
• Ability to work with a team, independently and be a self-starter as needed
• Travel is expected, amount will be dependent on employee location relative to the US service centers, dealers and customer locations, with both driving and air as the primary modes, though mainly the domestic US with some international travel

Benefits:

• Benefits eligibility begins the 1st of the month after start date
• Health care eligibility - including medical, dental, vision, prescription and telemedicine
• Wellness program
• Employee discounts
• Short and long-term disability insurance
• Life and AD&D insurance
• Flexible Spending Accounts (FSAs) and Health Savings Account (HSA)
• Employee Assistance Program
• 401(k) plan
• Direct deposit
• Tuition reimbursement program
• Paid Vacation – accrual based on Epiroc years of service

Pay Range:

$38.00 - $58.00 per hour (This is an hourly paid position with overtime eligibility. Compensation determination is based upon job-related factors, such as experience, education, geographic location , and other criterion).

Employment at Epiroc USA LLC is “at-will,” which means that either you or the company can terminate the employment relationship at any time, with or without prior notice, and for any reason not prohibited by statute, in accordance with state and federal guidelines. All employment is continued on that basis. No supervisor, manager or executive of the company, other than the General Manager in a signed writing, has any authority to alter the foregoing. Signature of this document serves as an acknowledgment of receipt and does not create a contract of employment.

Epiroc USA LLC is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

Note: This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job. Employees are held accountable for all duties of the job.

Learn more at www.epirocgroup.com