Customer Experience Specialist

1 week ago


Brisbane, Australia Wenco (a Hitachi Construction Machinery subsidiary) Full time

We are currently looking for a full-time Customer Experience Specialist to join our office in Brisbane, Australia
The Customer Experience Specialist acts as the primary point of contact and technical solution Subject Matter Expert (SME) for the installation, configuration and use of the asset health and condition monitoring system - ConSite Mine. The specialist will be the central point of information, enquiry and technical support to ensure benefits realization for the Consite Mine and related digital solutions for both current and prospective Hitachi Construction Machinery (HCM) dealer-users.

**Key Deliverables and Responsibilities**:

- Become the SME and primary point of contact for implementation, support and value generation for ConSite Mine technical solution for Hitachi dealers and their customers.
- Coordinate PoV implementations between dealers and delivery teams and work with dealer and Wenco staff to support the in-field installation of the ConSite Mine PoV and subsequent ecosystem partner solutions.
- Maintain a regular contact cadence with dealers to address any technical or solution usage questions, concerns or roadblocks associated with either the use or installation of Consite Mine.
- Monitor the status of the PoV with individual dealers and provide timely updates on any progress, risks, or issues.

Experience and Knowledge
- 5+ years technical customer support experience in mining equipment and software-based asset health solutions
- Knowledge of asset management principles, processes, KPIs, standards, and best practices in the mining industry
- Experience with managing a team and mentoring staff a plus
- Experience with reporting in multiple BI / analytics tools
- Previous experience with asset health technologies and services for mining or similar industry (e.g. oil and gas, etc.) is a plus

Skills and Abilities
- Ability to self-learn without external motivation.
- Ability to work effectively in a cross functional team.
- Ability to form mutually beneficial working relationships with users
- Able to break down complex technical concepts or processes and effectively communicate them to a variety of audiences.

Other related Skills and Abilities Desired or a Plus
- Strong verbal and written English communication skills.
- Naturally curious and promotes and displays knowledge-sharing with others.
- Understanding of mining operations, particularly with maintenance, as well as with IT systems.
- Ability to use Microsoft Office tools (Excel reporting, PowerPoint presentations and Word).

Travel
- Travel of up to 10% may be required (must have a valid passport and legally be able to travel internationally if required)

Why Join Wenco?
- We provide opportunities for career growth within a fast-scaling global company
- We invest in continuous training and professional development (in-house and external) to learn the latest technologies
- We offer flexible remote work arrangements
- We offer our employees an attractive profit-sharing plan that provides them with the benefits of their hard work
- We are heavily involved in the community and join various events of non-profit organisations
- We have free counselling for you and your family via our EAP helpline
- We offer much more

Wenco advances the efficiency and safety of the world’s surface mining equipment through our fleet management systems. We are committed to providing a stable yet exciting work place environment for individual employees to build and grow their career with the Company.
Wenco is an Equal Opportunity Employer.

Disclaimer
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