Epiroc USA, LLC

Product Support Specialist

Apply Now

Description/Job Summary

Are you in for a big challenge, like contributing to the success of starting up a new global company? Epiroc is the company Atlas Copco plans to dividend out in 2018, subject to shareholders' and stock exchange approvals. Epiroc will be a leading global productivity partner the mining, infrastructure and natural resources industries. Epiroc stands for innovation, commitment and collaboration, which is the speed to market & industry leadership; the passion to help customers succeed and a close partnership for deep understanding of the needs. We clearly aim to be our customers’ first choice.

Mission Statement
This is a critical support role to the SED products from Product Support and Training aspects. The clear focus of the role is to provide professional technical support to customers and associated CMT and Distribution resources alike. A strong commitment to all Epiroc customers, internal and external alike is required.

General Function & Key Objectives:
Provide Epiroc SED product specific Operator and Technical/Maintenance training. This role will extend directly to end users, Distribution and Epiroc Technical and Marketing staff. These responsibilities include the full SED product offering for the entire CMT USA Market, with a special emphasis on the SED products.

Primary Responsibilities:
1. Develop and implement technical training content and procedures for end users and our own internal needs.
2. Provide technical support for SED product line
3. Assist in the suggested stocking guide process to ensure critical spares and wear items are targeted to be stocked in support of the installed base and new rig sales.
4. Perform technical and operator training on specific products for internal and external needs alike.
5. Work jointly with the respective Epiroc CMT USA Technicians and Technical Managers, and when required the PC for all technical, performance and product related issues.
6. Provide appropriate and accurate documentation and reporting of all activities.
7. Be very involved in vehicle startups and associated training.
8. Be very involved in new related products being released to the US market as well as any PC driven product improvement campaigns or product tests.
9. Manage, coach, train and lead employees where applicable in a fashion that is consistent with our company’s culture and management philosophy.
10. Work closely with the CC USA training departments to insure they have proper understanding of SED products, and the most up to date product information available.
11. Be able to travel extensively and for extended periods, often to remote sites.
12. Work responsibly with the safety of self and others a constant focus.
13. Assist internal and external customers with troubleshooting diagnosis, customer requests and physical maintenance tasks as required.
14. Identify service and marketing opportunities and communicate them appropriately
15. Work to and promote best practices, and incorporate common routines and efficiencies from other divisions where appropriate.

OTHER DUTIES/RESPONSIBILITIES:
1. Communicate all relevant Product, Technical Service, & Training activities and work together to grow our business.
2. Prepare necessary information as requested whether routine or for special occasions.
3. Always be courteous and professional in all communications.

JOB Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Knowledge/Ability:

Language Ability:
1. Ability to read, analyze, and interpret professional journals, technical procedures, or governmental regulations.
2. Ability to write business correspondence.
3. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Math Ability:
1. Ability to add, subtract, multiply and divide all units of measure, using whole numbers, common fractions and decimals.
2. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

Reasoning Ability:
1. Ability to define problems, collect data, present facts, and draw valid conclusions.
2. Ability to deal with nonverbal symbolism (formulas, equations, graphs, etc.) in its most difficult phases.
3. Ability to solve problems and deal with a variety of concrete variables in situations where only limited standardization exists.
4. Ability to define problems, collect data, establish facts, and draw valid conclusions.

Training & Skill Development:
1. Participate in company planned training whenever possible.
2. Seek out training for areas of perceived weakness.
3. Maintain an open mind when working with co-workers or supervisors to learn new approaches.
4. Work to understand and utilize information and communication systems and tools, i.e.
E-mail, BPCS, Microsoft Office software, etc.

Skills:
1. To perform this job successfully, an individual should have knowledge of email software; word processing software; spreadsheet software; Accounting software and Contact Management systems.

Education/Experience:
1. Certificate from technical or trade school; or five years of related experience and/or training; or equivalent combination of education and experience.
2. Prior experience with SED equipment preferred.
3. Mechanical Engineering experience preferred but not required.

Certificates and Licenses:
1. Maintain a valid driver’s license.
2. Maintain current US Department of Labor; Mine Safety & Health Administration required training certificates, as well as an up-to-date Visa if applicable.

General Work Attitude:
1. Work cooperatively with all departments in a spirit of teamwork to address problem areas and stimulate aftermarket sales.
2. Safeguard the assets of the company in general and reveal no information to competitors or outside parties, which could be harmful to our business.
3. Manage in the best interest of the company, those assets entrusted to you, these may include but are not limited to, vehicles, computers, phones, faxes and products.
4. Use the targeted resources available to you in the most cost-effective way for promoting the company’s business.
5. Foster best practices within the company that are consistent with its values and beliefs. Share knowledge with colleagues and actively work to raise the competence level of the group. Strive for unity trust and loyalty within the group and expect to produce results before receiving rewards. Search for truth and avoid propagating rumors.
6. Act on behalf of peer group members in their absence as and when called upon to do so either by design or circumstance.
7. Always promote a positive working environment both with co-workers and customers.
8. Manage in the best interest of the company, those assets entrusted to you, these may include but are not limited to, vehicles, computers, phones, faxes and products.
9. Use the targeted resources available to you in the most cost-effective way for promoting the company’s business.
10. Foster best practices within the company that are consistent with its values and beliefs. Share knowledge with colleagues and actively work to raise the competence level of the group. Strive for unity trust and loyalty within the group and expect to produce results before receiving rewards. Search for truth and avoid propagating rumors.
11. Act on behalf of peer group members in their absence as and when called upon to do so either by design or circumstance.
12. Always promote a positive working environment both with co-workers and customers.
13. Manage in the best interest of the company, those assets entrusted to you, these may include but are not limited to, vehicles, computers, phones, faxes and products.
14. Use the targeted resources available to you in the most cost-effective way for promoting the company’s business.
15. Foster best practices within the company that are consistent with its values and beliefs. Share knowledge with colleagues and actively work to raise the competence level of the group. Strive for unity trust and loyalty within the group and expect to produce results before receiving rewards. Search for truth and avoid propagating rumors.
16. Act on behalf of peer group members in their absence as and when called upon to do so either by design or circumstance.
17. Always promote a positive working environment both with co-workers and customers.

WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. While performing the duties of this job, the employee is regularly exposed to work near moving mechanical parts, fumes or airborne particles, outdoor weather conditions and surface/underground mining conditions.
2. The noise level in the work environment is usually loud and ear protection should be utilized.
3. The employee is occasionally exposed to high, precarious places; toxic or caustic chemicals and risk of electrical shock.
4. This position is considered Safety Sensitive.

Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. While performing the duties of this Job, the employee is regularly required to sit; use hands to feel; reach with hands and arms and talk or hear.
2. The employee is occasionally required to stand, walk, climb or balance and stoop, kneel, crouch, or crawl.
3. The employee is regularly required to lift up to 10 pounds and up to 25 pounds. The employee is frequently required to lift up to 50 pounds. The employee is occasionally required to lift up to 100 pounds.
4. Specific vision abilities required by this job include close vision, distance vision, depth perception and ability to adjust focus.

Travel:
This position requires extensive travel on average of 70%, including weekends should the job require so.

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.
 

 

Apply Now
Atlas Copco is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, sexual orientation, and gender identity.