Senior Technical Support Specialist
1 week ago
Epiroc is a global leader in providing innovative solutions for the mining and construction industries. We're seeking a Senior Technical Support Specialist to join our team in Perth, Australia.
OverviewWe're committed to creating an inclusive workplace where everyone has the opportunity to thrive. Our company culture values innovation, diversity, and collaboration, combined with a caring atmosphere.
We're passionate about delivering cutting-edge products and services that meet the diverse needs of our customers. As a Senior Technical Support Specialist, you'll be part of a dynamic team that drives operational excellence and continuous improvement.
About the RoleThe estimated salary for this role is $95,000 - $115,000 per annum, depending on experience. You'll be responsible for overseeing remote support activities, managing escalations, optimising support services, promoting effective communication between stakeholders, and developing the competencies of our Applications Specialist team.
You'll utilise Epiroc's ticketing system to record, monitor, and analyse support requests and team performance. Prioritising and allocating resources for applications support requests will ensure timely resolution within agreed SLA timeframes.
You'll also troubleshoot and resolve technical issues in collaboration with internal and external stakeholders. Regular customer engagement and maintaining a repository of information are essential aspects of this role.
Additional responsibilities include implementing systems and processes to drive operational excellence and continuous improvement, providing specialised training on product use, application, and maintenance, and ensuring adequate resources are planned and available for supporting applications.
Required Skills and Qualifications- Prior experience working with Epiroc technology products is advantageous.
- Knowledge of mining and maintenance-related practices and procedures.
- High level of organisational and time management skills.
- Excellent customer and stakeholder relation skills.
- Excellent verbal and written communication skills.
- A passion to continuously improve yourself, your team, and Epiroc's products.
We offer a competitive remuneration package, including an excellent base salary, flexible work arrangements, and support for career development and growth.
As a valued member of our team, you'll enjoy:
- Flexible work arrangements - 9 day fortnight or 2 days a week from home
- Support of a global company with unlimited career and mobility opportunities
- Company-paid income protection and weeks paid parental leave for all new parents
- A huge array of training opportunities, including internal product training, access to e-learning, and education assistance to study externally
- Opportunity to be part of a values-driven company, committed to your professional development
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