Work Experience   

• Associated Diploma in Electronics, Electrical, instrumentation or Trade Tested (Red Seal) Electrician, Millwright or Control and Instrumentation Technician 
• Sound Computer Skills 
• 5+ years’ experience in related field 
• A strong foundation on processes, improvements tools and problem-solving techniques (e.g. PDCA, DMAIC(Six Sigma), A3, 8DP/PSP, 5 why’s, root cause analysis)
• Experience with SAP business system for MRP, RMA, Material Management, and ECM functions will be beneficial
• Experience in installing, configuring and troubleshooting Modular Field Hardware Solutions advantageous

Job Duties and Responsibilities

• Works closely with corporate and regional teams, including, but not limited to, global deployment and support, mining services, to identify opportunities on improving customer value and/or supportability efficiency
• Ensures that the RMA workshop and Stores are functioning efficiently to deliver on-time repairs to ensure customer satisfaction. 
• Identifies opportunities, develops tools to standardize and improve the quality of RMA support and Hardware Quality Assurance
• Defines and enforces usage of quality management tools and methods (e.g. Root cause analysis, checklists, 5 whys, etc.)
• Defines and enforces processes improvements techniques (e.g. Six Sigma, PDCA)
• Participates in deployment and support of modular product line
• Writes, updates and reviews technical documentation, including but not limited to, SharePoint, Zendesk support portal, troubleshooting articles, training material, lessons learned
• Meets our internal and external SLA performance criteria
• Manage and Maintain Inventory and RMA stock to ensure availability per RMA expectations and historical information.
• Support Strategic innovation development to ensure continues improvement and support. Including but not limited to Integration of new systems into the Modular testbench, Customer training and knowledge transfer sessions, HW and Comms health dashboard development
• Support onsite team members with documentation and information gathering to ensure customer satisfaction.
• Focus on preventive & corrective Maintenance of field hardware thought troubleshooting, diagnostics, and requesting parts to ensure equipment is operational as quickly as possible.
• Ensure Zendesk Ticketing systems are managed and updated daily /weekly with progress.
• Provide hardware deployment support including but not limited to, hardware quality control, vendors nonconformance issues, warranty claims, continuous improvement, and product design and release support. 

Product Support – RMA Support

• Analyzes, produces, updates and questions product specifications 
• Troubleshoots issues on modular products
• Proposes workarounds for issues when applicable
• Creates and/or updates defect logs and follows up on defect life cycle
• Investigates support defects and takes appropriate corrective actions 
• Follows CM standard policies and processes

Product Support – Client Service 

• Responds promptly to client needs
• Maintains courteous and professional phone demeanour
• Anticipates what internal and external stakeholders must know about support issues/requests, and provides the information to relevant stakeholders 
• When unable to solve support issues, takes the initiative to find help without losing ownership of the issue 
• Does not take irreversible action without proper investigation 
• Avoids “quick fixes” and creates sustainable solutions 
• Verifies problems are resolved before closing service requests 
• Solicits client feedback to improve service 
• Meets commitments 
• Makes special efforts to ensure that customers are satisfied