Join Our Team as a Technical Support Representative - Val D'Or Service at Epiroc!The Technical Support Representative is to promote and support the market development of the respective business line products in Canada. The main purpose of this job will be to provide technical assistance to all external and internal customers. Mentoring of junior technicians will be expected. Assisting with technical warranties and quality concerns reported by customers and the sales/service support teams. Site reports, monthly reports, studies etc. to ensure issues are documented, performance is measured and product lines are successful at all sites.
Work Type: Hybrid
Responsibilities:- To provide training to our account management team and customers on use of product
- Help diagnose and guide internal and external customers through technical issues
- Field test and trials of product improvements solutions
- Product application support, working with Product Specialist Team
- Quality assurance for both shop and field teams
- Major warranty investigations, warranty claim reporting back to the factory
- Report concerns of product lines to the PC both Capital and Remanufactured Equipment
- Service Technician Mentoring
- Ocasional Global Support
- Travel inside and sometimes outside of Canada.
- Provide machine shipping documents (Diesel notes, MIcards, ect)
- Release and manage National TSNB
- Test new and existing products on customer work sites
- Provide "hands on" technical support in the after-sales process
- Develop technical documentation and other sales tools
- Administrative duties, i.e. pricelist updates, Lotus Notesdatabases, etc.
- Manage projects from inception to completion
- Product development and continuous improvement
- Assist in Local modifications requests
- Conduct productivity studies
- Utilize data supplied by our customers
- Collect data by observation underground
- Write field reports and communicate to the PC
- Productivity reports
- Trip reports and present finding to the PC and internal groups
- Meeting reports
- Help manage National Fleet
- Liaise with Global Technical Service group and internal service team
- Become well versed in all products and their available options
- Become well versed in Canadian specific requirements for all products
- Coach and Train field service teams as well as product administrators/planners.
- Regular customer visits
- On-going issues management and meetings with BEV sites at least for the first 6 months to a year
- Working with the training department to maintain and have good BEV training that is updated and relevant
- Collection of performance tracking to support real-time data
Knowledge/Education:- 3-5 years with the products
- Mining related education and or work equivalent
- Must be experienced in and have a strong knowledge of Epiroc equipment.
- Red Seal Certified
- Knowledge of machine electrical control systems. (PLC, RCS, electro-hydraulic systems).
- Problem solving skills.
- Excellent time management skills, able to multi-task
- Good computer skills including, excel, multiple databases.
- A proven self-starter who requires minimum supervision.
- Good communication skills.
- Outstanding people skills, good listener, ambitious and patient
- Understanding of mechanical/hydraulic systems is benificial
Skills and Abilities:- Strong computer skills. IE: Microsoft Office and Lotus Notes
- Familiarity with ISO processes and procedures
- Excellent organizational skills
- Ability to multi task and prioritize
- Strong communication skills, both verbal and written
- Interpersonal abilities
- Public speaking and presentation skills
- Willingness to travel
- Willingness to go underground
- A proven track record as a strong team member
- A self starter
- Fluency in both French and English would be an asset
Expected compensation range: $50.00 - $55.00 an hour
