Product Support Specialist

Job description:

Join our team at ProReman, a thriving entity powered by Epiroc, a renowned productivity partner in the mining, infrastructure, and natural resources sectors. We are dedicated to driving service excellence and enhancing customer satisfaction. We are seeking a dedicated professional to contribute to customer project and reliability solutions for our hydraulic rock drill and associated products. The role entails extensive domestic and international travel on a 8/6 roster ex Perth.

The Product Support Specialist is responsible to support all areas relating to Customer Project & Reliability Solutions for the company's family of hydraulic rock drill and related products with the aim to drive service success that improves customer satisfaction; maximizes customer retention and increases profitability through the ProReman/RDSA ‘LCO' program. This position will require safe and responsible performance of all duties with the use of ProReman manuals, procedures and instructions. This position addresses tight deadlines and a multitude of activities for ProReman and its associated group entities.

Key Responsibilities:

• Complete drill rig lubrication audits & site observation reports
• Installations, commissioning and support of RDSA products and services
• Project execution, data recording according to project plans
• Mentoring & leading by example in service centres
• Provide product training both internally and externally
• Trouble shooting and strive to resolve issues and determine proper solutions
• Document processes for procedural development.
• Provide timely and detailed reports from site visits in line with company expectations
• Work through objectives set by the Customer Support Manager systemically and efficiently within set time frames
• Support the Customer Support Team in identifying new customers, opportunities with & retaining existing customers
• Team up with colleagues & pass on important information and follow up on completion as required.
• Operate and manage efficiently to conclude all on-site installation, commissioning, repair, maintenance and test activities
• Guarantee the work process accurately follows project plans
• Discern customer needs, offer advice and recommendations
• Formulate relationships of trust, building positive relationships with customers from fitters, leading hands, supervisors and superintendents

Key Requirements:

• Trade Qualification - Diesel Heavy Earthmoving Mechanic/Plant Mechanic - Heavy Duty/Mechanical
• Drivers Licence
• Senior First Aid - (To be scheduled for earliest possible completion)
• Underground mining industry knowledge, specifically with the processes associated with hydraulic rock drilling is desirable
• Experience with RDSA or OEM products will be highly regarded
• Computer literacy in word, outlook, excel, publisher & power point
• Must excel in a fast paced, agile environment where critical thinking, strong technical, troubleshooting and problem-solving skills are required for success
• Innovative thinker who is positive, proactive and ready to embrace change
• Strong written and verbal skills
• Excellent internal and external report writing skills, with high level of attention to detail
• Certificate IV in Training and Assessment advantageous but not essential.

Benefits:
• Engage in a challenging role within a supportive and inclusive work environment.
• Opportunity for career advancement within a global organisation.
• Access to training and personal growth opportunities.
• Experience appealing employment benefits and a competitive remuneration package, encompassing paid parental leave and health benefits.

How to Apply:
To apply, please submit a cover letter addressing how you meet the essential position requirements, along with your resume, via the "Apply for this job" link below. All applications will be treated with the utmost confidentiality. Join the ProReman team and be part of a dynamic, supportive, and inclusive work environment. We are committed to diversity and sustainability, fostering fresh ideas and innovative solutions for our customers. We encourage applications from individuals of all backgrounds and are proud to be an equal opportunity employer.