Product Support Specialist

Highly competitive remuneration package including salary sacrifice options, Length of Service Recognition, Flexible working options and Paid Parental Leave.
- Employee Benefits & Wellness Program, Employee Referral Programs, and a comprehensive Employee Assistance Program.
- Training, development, and career progression opportunities including study and education assistance.

About the role:
The Product Support Specialist will be first point of contact for internal customers and will address issues escalated from external customers to provide technical expertise and guidance and a high level of customer service, within AM APAC. Provides technical knowledge, advice and support to both internally and externally to resolve requests regarding product/service technical issues and to maximize the benefits derived from the organization's products and/or services.

Technical support results in customer equipment acceptance, parts and service sales, adding value to both our customers and Sandvik Crushing & Screening Division. The focus of this role will be to provide expert advice and technical training on Sandvik’s state-of-the-art Vibrating equipment. Additionally, this role will be responsible for driving continuous improvement initiatives for products and processes based on customer feedback and/or operating conditions observed in the field. This role requires travel domestically and occasional international travel within the APAC region. All International assignments are to be endorsed by the AM VP and AM Engineering Manager.

Specifically you will:

- Troubleshooting support, on and off site for escalated issues related to Sandvik Vibrating Equipment product range within the Crushing and Screening division.
- Carry out inspections, testing, problem identification, solution formulation and root cause analyses for the Sandvik Vibrating Equipment product range
- Provide expert level support for installation, commissioning, maintenance, repair and improvement initiatives of Sandvik Vibrating equipment
- Assistance with commissioning scope development and support the preparation of scopes of work for ongoing customer maintenance requirements
- Deliver equipment training packages to customers’ operation and maintenance teams and for other employees of Sandvik Crushing & Screening.
- Provide technical support to Sandvik Crushing & Screening service teams
- Provide technical support to Customer Support Representatives for spare parts supply
- Through the feedback system, channel issues arising in the areas of both operation and maintenance of equipment through to the relevant product area functions
- Actively participate in new product and design change tests when and where required; participate and support R&D in the development of new products
- Actively seek out opportunities on customer sites to provide Sandvik Vibrating equipment servicing, spare parts and training and follow up those opportunities until closure or delivery
- Coordinate data and make recommendations for analysis, research and design engineering for the successful development of new product offerings in conjunction with the appropriate Regional Business Line Manager
- Ensure accurate documentation of identified faults and/or improvements are captured using good due diligence such as Root Cause Analysis (RCA)
- Share appropriate information with others to improve their situational knowledge.
- Keep up to date with applicable industry knowledge and the role of Sandvik’s products in that industry
- Manage and control expenses within budget against Sandvik Policies
- Take responsibility for correctly and carefully utilising assets and minimising expenses where appropriate
- Carefully plan and execute any travel to return results related to technical support activities
- Submit timesheets on time, in the relevant systems.
- Liaise effectively with other Product Support personnel
- Undertake self-training and development as outlined in the Sandvik performance review process.
- Take an active approach to enacting the performance review commitments
- Identify technical training opportunities to develop your technical capability and skill
- Be medically fit and be able to pass security screening enabling acceptance to work on customer sites within the Sales Area
- Travel to customer sites and other office locations as required
- Other duties within your capabilities as required by management

What you’ll bring:

- Tertiary qualification in Mechatronics Engineering or Mechanical Engineering
- Current Driver’s License
- Demonstrated practical experience (minimum 3 years) with installation and commissioning of mining equipment.
- Mechanical Engineering knowledge (focusing on mining equipment, automation and remote monitoring)
- Understanding of mechanical and hydraulic principles to be able to provide technical support for maintenance issues and operational issues.
- Ability to provide technical support for maintenance and operational issues
- Excellent comm