Job Posting Overview

Join Our Team as a Product Support Specialist at Epiroc!

The Product Support Specialist role provides technical support and training regarding the Parts and Services Division (PSD) surface and underground products and services, to meet growth initiatives with a focus on the improvement of customer satisfaction. Driving the setup of new PSD products and the maintenance of existing products while securing good cooperation with PSD and the capital sales team is essential for success. The successful candidate will contribute to our continuous improvement initiative in our effort to identify and implement more efficient processes.

This role 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. Effectively communicating and working with all Epiroc groups while providing best-in-class technical support for all internal and external customers are 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. The work environment includes being regularly exposed to work near moving mechanical parts, fumes or airborne particles and outdoor weather conditions. The employee is regularly required to lift up to 25 pounds, is frequently required to lift up to 50 pounds and is occasionally required to lift up to and in excess of 100 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job. Personal Protection Equipment may be required in this role. The position is considered Safety Sensitive.

Work Type:

Remote

Responsibilities:

• Support PSD Service Centers and Dealer Partners across all Epiroc product lines.
• Communicate all relevant product, technical service and training activities while collaborating with Epiroc groups and customers to sustain product integrity.
• Provide warranty technical support for dealers and service centers to achieve warranty recovery and compliance goals.
• Assist Account Representatives in defining critical parts to be stocked on-site, at the Local Distribution Centers, and at the Product Company.
• Ensure relevant departments are involved in developing procedures to align US Customer Center business processes and technical support activities and are performed following Epiroc published documentation standards, i.e. monthly meetings and weekly reports.
• Manage warranty and technical support, including addressing technical service news bulletins and campaigns, coordinating with the Product Company on warranty issues, and authoring and distributing campaigns while ensuring compliance with local regulations and grammar.
• Deliver technical support, including safety, operator, and product training, to customers and dealers.
• Provide key departmental reports to management, enabling data-driven decision-making and continuous improvement in collaboration with responsible stakeholders.

Knowledge/Education:

• Certificate of Completion from a Technical or Trade School in hydraulics or electrical, or 3-8 years of relevant experience.

• Strong understanding of full mining or mineral extraction processes and maintenance requirements.
• Travel is required, with frequency depending on employee location relative to U.S. service centers, dealers, and customer sites. Travel will primarily be domestic, using both driving and air travel, with some international trips as needed.
• Proficient in Microsoft Office Suite, internet, file management, and ability to learn Epiroc specialty software (DocMine, Rigscan, SharePoint, M3).
• Advanced knowledge of control and navigation systems used on Epiroc and other OEM equipment.

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.

Salary Range: The salary for this position is between ($99,840.00) and ($114,000.00) annually, depending on experience and qualifications. This range reflects our commitment to fair pay based on skills, experience, and market standards.

This job posting will remain open until the position is filled.