Product Support Specialist Jobs

United in Performance. Inspired by Innovation.

Performance unites us, innovation inspires us, and commitment drives us to keep moving forward. Count on Epiroc to deliver customer-oriented solutions needed to succeed today and the technology to lead tomorrow. To do this, we believe in diverse teams that work together across borders to develop, produce, market and service the most innovative products available. Grow your career at Epiroc Group!

The Product Support Specialist/Surface and Exploration Drilling provides training and technical support for our SED products and services. In this role, you will have the opportunity to share your technical expertise and problem solving skills in such a manner that it will result in improved customer satisfaction and efficiency. This role will require the Specialist to include real time problem solving of systems malfunctions, as well as design challenges that occur when a specific application challenges the engineering design envelope. The preferred locations for this role are within close proximity to the following Epiroc service center locations: Harrisburg PA, Sacramento CA, Tucson AZ, Temecula CA, Salt Lake City UT. Consideration may also be given to candidates who are in close proximity (within 2 to 3 hours) of an international airport. Remote position.

The work environment in the mining and construction industries has unique and interesting challenges one won't find in other professions. It is all encompassing, anywhere from office attire one day to working in a rough and rugged environment another day in some of the most beautiful and pristine areas of the world. This position is considered safety sensitive and in all situations an emphasis on personal health and safety must be maintained.

Responsibilities:

• Act on behalf of peer group members in their absence as and when called upon to do so by either design or circumstance
• Organize, document, and maintain procedures for all Technical and Business Operations Support
• Participate in the creation, documentation and implementation of operations and maintenance training to assist service centers, dealers and customers to achieve increased levels of efficiency and productivity
• Ensure competence development throughout the organization on product, technical and business process and administrative activities.
• Drive product operational feedback up to the responsible Divisions through the use of Epiroc reporting systems such as WOL, ACIGN, personal communication and product counsel mediums
• Prepare necessary information as requested whether routine or for special occasions, while maintaining alignment with Epiroc Technical Information Services (TIS) documentation
• Maintain Epiroc Superior Standards through training and mentoring of all local Epiroc personnel with a focus on technicians
• Technical and administrative support to meet warranty recovery and requirement goals
• Communicate all relevant product, technical service and training activities and work in partnership with all Epiroc groups and customers to sustain product integrity
• Utilize Epiroc published documentation wherever applicable in order to present a consistent and repeatable message to customers, aligned with the Epiroc global training standard strategy
• Provide key departmental reporting information back to management to allow continuous improvement decision making administrative steps with responsible stakeholders
• Develop and promote the technical support of the Parts and Service Division business to ensure customer satisfaction with Epiroc capital equipment
• In support of organization structure and efficiency, identify incoming requests that should be routed to other departments and collaborate on a seamless process to achieve the handoff
• Maintain courteous and professional demeanor and communication with customers and internal staff at all times
• Ensure that the correct responsible departments are involved in the development of procedures to ensure that all US Customer Center (US CC) business process and technical support activities are performed in accordance with Epiroc published documentation standards
• Manage, coach, train and lead employees in a fashion that is consistent with our company’s culture and management philosophy
• This role is responsible for understanding the application of the products and the ever changing environmental challenges to the application design requiring problem solving on an application level to maximize machine performance
• Work to understand and utilize information and communication systems and tools, i.e. e-mail, DocMine, SAP, BPCS, Microsoft Office software, etc.
• Facilitate testing new options for Capital Equipment and Rock Drilling Tools (RDD), to maximize product longevity for the customer and deliver a superior product
• The role has the responsibility to continually improve the capabilities of the front line service technicians to develop them to be self-sufficient in problem solving scenarios

Requirements:

• Suitable combination of education and industry related experience; credentialed technical abilities or ability to achieve Epiroc credentials upon employment is required

• Ability to work with a team, independently and be a self-starter
• Excellent verbal, written and presentation communication skills
• Working knowledge of diesel engines and rotary screw compressors
• High level understanding of the various material extraction (“Mining”) processes as well as application knowledge of drilling, excavating and material handling associated with the above-mentioned processes is preferred
• Proficient in MS Office (Excel, Word, Outlook)
• Upon employment, possess required US Department of Labor (MSHA) and Safe Start Certificates, or agree to complete the training program(s), provided by Epiroc, to acquire the Training Certificates
• Must possess an active, valid driver’s license
• Technical writing ability to provide documentation of events that allow accurate reenactment by stakeholders, not directly involved, to have a complete understanding of the event or events in order to apply technical or engineering support to prevent the reoccurrence and improve the product for future use
• An advanced understanding of the control and navigation systems used on Epiroc and other OEM equipment
• Demonstrated competence with industrial/commercial fluid power and low voltage electrical control systems
• Travel is expected, and will include time in active underground and surface mining/ mineral extraction sites. Amount will be dependent on employee location relative to the US service centers, dealers and customer locations, with both driving and air as the primary modes, though mainly the domestic US with some international travel. The general goal for travel is not to exceed 75% in a calendar year.

Benefits:

• Short and long-term disability insurance
• 401(k) plan
• Health care eligibility - including medical, dental, vision, prescription and telemedicine
• Life and AD&D insurance
• Benefits eligibility begins the 1st of the month after start date
• Paid Vacation – accrual based on Epiroc years of service
• Direct deposit
• Wellness program
• Employee discounts
• Flexible Spending Accounts (FSAs) and Health Savings Account (HSA)
• Employee Assistance Program
• Tuition reimbursement program

Pay Range:

$34.25 - $45.15 per hour (This is a hourly paid position with overtime eligibility. Compensation determination based upon job related factors, such as experience, education, geographic location and other criterion).

Company presentation:

Epiroc is a leading productivity partner for the mining, infrastructure and natural resources industries. With cutting edge technology, Epiroc develops and produces innovative drill rigs, rock excavation and construction equipment, and provides world-class service and consumables. The company was founded in Stockholm, Sweden, and has passionate people supporting and collaborating with customers in more than 150 countries. Epiroc had revenue in 2021 of $ 4.4 billion USD and has more than 15,000 employees worldwide. Principal product development and manufacturing units of Epiroc are located in Sweden, the United States, Canada, China and India.

Being the best is a challenge that we love to live up to. By keeping an open mind and listening to our employees and customers, we continuously set new industry standards and improve the way we work.

Diversity is key to grow fresh and innovative ideas and solutions for our customers. In the 150 countries where you can find us, we encourage our employees to take ownership of their own development and careers with the support from their leaders. This way our employees can grow in the business, wherever they are at their careers, from entry level to senior leadership. We are committed to give you every opportunity to succeed in a culture of innovation, diversity and collaboration, combined with a caring atmosphere.

Epiroc USA LLC is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

Note: This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job. Employees are held accountable for all duties of the job.