SCOPE OF THE ROLE

• Onsite-based representative on customer sites in the specific region as specified above
• To have a strong and broad high-level knowledge of the mining systems and mine safety deployed.
• To work with the Area Site Supervisor / Account Manager to ensure the efficient support of mining safety systems onsite.
• To provide site-based system support to the customer and deploy new and upgraded systems at customers’ mine sites.
• To do basic troubleshooting and configuration of system software and computer operating systems.
• Manage with the Area Site Supervisor the Salesforces Support tickets in the region

KEY RESPONSIBILITIES

• Hands-on hardware troubleshooting experience - Actively work on the hardware support that is required on-site to maintain the client’s everyday needs.
• Knowledge of reading and understanding hardware schematics and other technical manuals and procedural documentation
• Support and maintain Basic software (Troubleshoot system issues)
• Execute onsite system installation efforts
• Escalation of support issues requiring other stakeholders’ input to resolve issues, specifically the relevant Mining Services or supporting team’s representative
• Regular reporting of current support issues, including updates on status and resolution methods
• Utilizing relationships developed with customers and other contacts to advise the Mining Services Team of potential issues affecting customers as well as other opportunities for our company
• Representing us in a helpful, professional, and courteous manner always
• Maintain, enhance, and adhere to documentation and reporting standards, systems, and processes
• Compliance with Workplace Health and Safety policies and procedures, participation in audits and compliance with instructions given with respect to the health and safety of himself/herself and the safety of others

EDUCATION BACKGROUND

• Education: Minimum high school diploma, higher technical trade desirable
• Previous experience as a site Hardware Technician. (Highly Desirable)
• A minimum of 5 years of experience in the Mining Environment
• A minimum of 2 years of experience with Mine Safety Solutions (Highly Desirable)
• Previous experience working with onsite technical teams (Highly Desirable)
• Fluency in English.

TRAVEL

• This is an onsite position that will based at the client mine site
• Vehicle will be provided for daily site activities

SKILLS AND EXPERIENCE

• Proven Hardware Field Service experience
• Ability to troubleshoot, test, repair, and service technical equipment
• Strong prioritizing and time management skills when instructions have been given by the Site Area Supervisor.
• Experience with the application of technology in a harsh industrial environment.
• Good analytical skills to diagnose problems quickly and excellent customer service skills.
• Experience in customer-orientated environments.
• Knowledge of general network infrastructure and configuration and relevant technical experience.
• Ability to liaise with mining customers in an empathic and technically effective manner.
• Ability to work well within a team as well as independently