Customer Support Technician

Customer Support Technician

Our client, in the Mining Equipment Service industry, is seeking a reliable Customer Support Technician to join their team. The ideal candidate should have a strong background in proactively working individually and as part of a team to assemble and commission the complete range of the company's Projects and Products as directed by the Service Superintendent.

Key Tasks and Responsibilities

The Customer Support Technician will be the central point of contact for service requests and will be responsible for the efficient commissioning, repair, maintenance and training on company equipment range, Spare Parts sales for existing company customers is also an integral part of this role. The Customer Support Technician will also participate in training and motivation provided to all company personnel and will act in a manner to further improvement of the culture of teamwork and cohesiveness. International and domestic travel will be required with an expectation that a range of negotiated site travel days be achieved. The range envisaged is somewhere between 13 to 14 days per month which will be spent travelling to, working on and travelling from customer sites. Additional days in attendance at company offices compiling recommendation of spare parts sales and their follow up are also an important requirement. Assembly and commissioning of the company's range of Relining Technologies and associated products and options. Understanding of and compliance with company Workplace Health, Safety and Environment Policies.

Work Based Training and Assembly

Work with the Service Superintendent to build a strong competency in, and ability to adapt to, a range of breakdown situations that will be encountered when servicing or chaperoning the company's range of supplied equipment.

Servicing of Company's Mill Relining Technologies

Commissioning, repair, maintenance and monitoring of the company suite of technologies at mine sites. Training of mine site personnel in the effective utilization of the company's suite of technologies. Fault finding skills coupled with the ability to efficiently resolve problems in a manner appropriate to the particular situation. Ensure all issued Technical Bulletins have been implemented, or, coordinate information to site ensure the necessary follow up is performed. Complete service module information update and check (hours of operation, hammer fires, scheduling of next service). Ensure spare parts required on site for upcoming trips are in progress and on time. Work with warehouse dispatch personnel to expedite if required. While on site, proactively ensure the customer's needs are met. If this requires the purchase of spare parts on an emergency basis are purchased via credit card ensure a quote is provided and a purchase order is received from the customer. Provide assistance to the customer warehouse function to audit/identify spares stock at the site warehouse if requested by the customer. Working as an integral part of the company's services & site maintenance team in a professional, proactive manner so as to ensure feedback and follow up to the customer occurs in a timely manner. Ensure the timely completion of timesheets, expenses and other administrative paperwork.

Spare Parts Sales for Existing Company Customers

In conjunction with the Service Superintendent, respond to existing customer requests for the sale of spare parts. In conjunction with the Service Superintendent, co-ordinate with the company for the supply and delivery of these spare parts.

Sales Support of the Company's Mill Relining Technologies and Associated Products and Options

At the direction of the Service Superintendent provide some sales support to the company's customer base