The Role

• Install, configure, modify, and repair products, equipment and systems that have been purchased by the organization’s customers and identify and correct more complex problems associated with start-up. This role is in our Load & Haul division.

Job Description

• Assist in the management of a 24-hour customer service organization for customers.
• Collaborates with sales teams and/or internal partners to recommend products and services to the product line that meet customers’ requirements.
• Maintains up-to-date and comprehensive knowledge of the organization’s and/or competitors’ products and/or services.
• Collects and communicates to the product line, the customers’ product and/or service’s needs.
• Assist in the organizing, developing and presenting of service training and on the job training for customers, including maintenance, troubleshooting, repair and operating instructions.
• Provides methods and solutions for correction of field problems and provides technical engineering data as requested by customers and/or field service representatives.
• Interacts with all areas of the company to assist in developing strategies that enhance overall safety, profitability, quality, and productivity.
• Participate in implementation of activities related to the strategy of the products.
• Keep up to date on the changes in the product and/or services portfolio.
• Participate and contribute in developing and maintaining of sales tools and way of working related to product and/or portfolio strategy.
• Coordinate Customer / product related initiatives.

Key Responsibilities

• Works independently and directs his activities and uses best practices and knowledge of internal and external customer and/or business issues to improve the products and services provided by the Load & Haul Division.  
• Uses in depth knowledge and experience in own discipline and basic knowledge of related disciplines to provide product expertise, support and guidance to sales representatives, resellers and/or internal partners during the sales and/or development process.  
• Assists sales representatives, resellers and/or internal partners during the sales and/or development process to maximize the benefits derived from the organization’s products and/or services.  
• Solves complex problems and/or issues to provide assistance and guidance for Field Service personnel and our dealer organizations.
• Train and direct Technicians in the evaluation and repair of warranty and non-warranty products.  
• Set work schedules and priorities to achieve customer visits and organizational expectations.
• Actively promotes safety, employee involvement, continuous improvement and cost reduction activities.

Profile Required

• Grade 12/equivalent qualification
• Qualified in either Electrical or Millwright trade, (Trade certificate of competence must be accompanied by Apprenticeship contract or Apprenticeship Portfolio of evidence)
• Minimum of 5 years’ experience in mining equipment
• Degree in Mechanical Engineering
• Minimum 3 years Sales Support experience
• Technical Sales Support Knowledge
• English Proficiency
• You must be able to travel and work effectively within and report to a matrix organisation.
• A valid drivers licence