Product Master - Underground Drills & Bolters
Elko, NV
Full-timeAbout This Job
Job Purpose
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Responsible for complex assignments, demonstrating leadership as the subject matter expert, using an understanding of concepts and principles in the area of expertise.
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Work closely with customer using an expert understanding of customer needs to act as a trusted advisor and determine the appropriate solution.
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To be the division technical contact person – with two-way communication. (To Sales Area and to EQ Product Line/factory.)
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Collaborate with Level 6 Application Specialists within the Sales Area.
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Ensure frontline readiness for new technologies and new product introductions (parts, resources, training) and be proactive with an operational readiness plan.
Main Responsibilities
MAINTENANCE AND REPAIR EXPERT
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Conduct highly specialized installations, repairs and inspections of various products and equipment at customer site or own premises.
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Determine the best approach, considering energy efficiency, environmental impact and maintenance costs when providing customer support.
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Perform advanced troubleshooting for highly complex situations and provide technical feedback on issues. (CPI = Product Issues Feedback). Second line support.
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+ Transfer knowledge and use it to solve new and highly complex problems.
+ Collect technical information and add to database.
+ Complete analysis of failed product and report on anything out of the ordinary to the relevant party (e.g., Product Support and Service Technician).
+ Recommend and/or develop product or process changes to improve system performance, or to better meet customer or other user needs.
Work proactively to develop new solutions to prevent recurring problems:
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Organize corrective campaigns and follow-up on completion in the Sales Areas.
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Conduct and support warranty investigations.
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Upon request provide application advice to sales and review operating cost proposals.
PLANNING AND REPORTING
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Interpret control system data and upgrade software.
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Provide expert input into project specifications, cost and material estimates, project schedules, reports, contacts, or tender documents.
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Report and document results of activities and findings.
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Make recommendations based on reports to better serve the customer and to improve processes.
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Perform adjustments of systems for client equipment.
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Conduct product launch and testing for client commissioning services.
CUSTOMER VALUE ADD
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Act as a subject matter expert and go-to person in area of expertise and provide advice and guidance to clients and colleagues.
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Build and maintain customer relationships and act as a trusted advisor in partnering with the customer to determine solutions.
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Support the customer’s product/application/processes/competency/mining conditions by advising on possible improvements to more advanced solutions and products.
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Produce positive results in sales-client interventions.
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Use deep knowledge of the tasks, tools and procedures associated with providing technical support to the sales team and customers.
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Product Operational Readiness – this is the package for the customer that de- risks them in changing out a competitor fleet to Sandvik.
COLLABORATION WITH PARTS & SERVICES AND EQUIPMENT DIVISIONS
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Active member of global Expert Networks.
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Coordinates information and knowledge between Equipment divisions and Sales Areas:
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Technical training courses/seminars.
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New product training/coaching (assure course content translations are
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correct).
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Lead and co-ordinate equipment division workshops and seminars.
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Collect technical feedback and provide feedback to EQ Division product line.
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Collaborate with Parts & Services division and take technical responsibility toward training interventions in relevant Sales Area. (i.e., manuals, toolkits and implementation of plans and schedules.)
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Functions as second line support between Parts & Services, Equipment Divisions and Sales Areas and Technical and Application Specialists.
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Takes technical and application ownership of market releases of new products and new product versions, ramp down of old products.
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Aftermarket support to Equipment divisions and Sales Areas.
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Project Operational Readiness support for large projects.
SUPERVISION/ACT AS A COACH
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+ Transfer knowledge to other service technicians to build the capability and knowledge of the team.
Guide, coach and train colleagues in application processes, equipment and client facing behaviors:
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Deliver high-level technical and application training to colleagues and refined content training to customers/operators.
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Provide project/technical leadership to a group of service technicians.
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Support Research/Development in technical details during the New Product Development (NPD) process.
HEALTH & SAFETY
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Make improvements to create a safer working environment.
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Participate in safety issue reviews and investigations.
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Implements product safety and service bulletins.
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Prepare and execute all activities in line with SHEQ rules, regulations, procedures, instructions, guidelines and promote awareness, including highlighting any anomalies as appropriate.
PREFERRED ENVIRONMENT & MOBILITY
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Field - Any environment (Location Customer Sites/Workshops)
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Willing to travel globally
Experience and Education
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>8 years Sandvik Equipment Experience
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Advanced coaching/trainer (including knowledge transfer between factory and Sales area) experience
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Engineering/Technical qualification (degree/diploma)
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Relevant Trade Certification/equivalent
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Level 5 Knowledge Assessments w.r.t Reliability Engineering per Equipment Division = 80%
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Sandvik On-the-Job Skills Coaching Program – minimum of 5 sessions recorded
Technical/Functional
Expert Equipment knowledge and skills in at least one equipment type (automation a pre-requisite):
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Load & Haul
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Drilling and Rigging
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Rock Drill Technologies
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Automation and/or
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Rock Drills
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i-SERIES (expert skills and knowledge) Decentralized Automation – Bus Technology, Control Systems, Mechanics, Hydraulics, Pneumatics, Electrics
Behavioral
Job Fit Score >5
Proficiency Level: Expert
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Driving Success
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Communication (verbal and Writing)
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Investigating issues (Practically minded, Learning orientated, insightful)
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Coaching Skills
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Self-Awareness + Emotional Intelligence
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Facilitating
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Building Successful Teams
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Consulting
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Collaboration
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Product and Service Delivery
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New Product and Markets focus
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Evaluate Problems
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Processing Details
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Structuring Tasks
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Assessed Rating Description
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(L) Limited – little or no competency required for the job. Has the fundamental knowledge but requires an increase in skills
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(B) Basic – has enough knowledge to complete routine tasks. Has basic knowledge and proven basic skills
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(P) Proficient – Needs little guidance or supervision. Has good knowledge and proven proficient skills
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(A) Advanced – Has highly developed knowledge, understanding and application of the competency. Has advanced knowledge and proven advanced skills
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(E) Expert – recognized by others as an expert in the competency. Has expert knowledge and proven expert skills. Can transfer and apply advanced knowledge and advanced skills
OTHER
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Proficient in English, both written and oral.
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Proficient in relevant computer software and IT systems.
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Advanced technical report writing.
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Advanced in digitalized systems relevant to equipment.
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Proficient equipment operator.
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Advanced knowledge of the mining environment and application of equipment.
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