Customer Experience Specialist

**Job Details**:
**Location**

Eight Mile Plains

**Salary**

AU$140000 - AU$180000 per annum

**Job Type**

Full Time

**Ref**

BBBH102707_1686290912

**Contact**

Samantha Nielson

**Posted**

about 2 hours ago

Talent International is searching for an experienced **Customer Experience Specialist** to join our client, a large international mining company based in **Brisbane **on a permanent basis.

**// Work with a well established mining client**
**// Be central point of information, enquiry and technical support**
**// Brisbane location + great remuneration**

**About the role**:
**Responsibilities**:

- Become the SME and primary point of contact for implementation, support and value generation for asset health and condition monitoring system technical solution for dealers and their customers.
- Coordinate Proof of Value (PoV) implementations between dealers and delivery teams and work with dealer and client staff to support the in-field installation of the asset health and condition monitoring system 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 the asset health and condition monitoring system.
- Monitor the status of the PoV with individual dealers and provide timely updates on any progress, risks, or issues.
- Understand the costs and value from implementation, configuration, training and support of solution and work with Solution Manager to determine value and contribution to overall profitability
- Assist with being the first layer of the asset health and condition monitoring system support for dealers and coordinate with client Support as required to establish, document and continuously improve business processes.
- Create, maintain and provide system documentation.
- Facilitate the promotion and sale of the product by creating business cases and assisting with presentations and meetings.
- Continuously improve the asset health and condition monitoring system project planning, reporting, documentation and standards
- Assist with product improvement and gap identification.
- Create, investigate, populate and drive product support cases to its resolution.
- Formulate constructive and mutually beneficial working relationships with the asset health and condition monitoring system users.

**Requirements**:
Experience
- 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 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
- Experience with remote operations monitoring is a strong plus
- Experience with managing a team and mentoring staff a plus
- Previous experience with fleet management technologies in the open-pit mining industry is beneficial
- Familiarity with software products / SaaS
- Experience in creating, maintaining, improving and delivering presentations and other materials to both technical and business audiences
- Previous experience with hardware units is a plus: understanding schematics, connections, interfaces, operating systems (Linux or Windows) and remote troubleshooting

**Skills**:

- Ability to self-learn without external motivation.
- Ability to work effectively in a cross functional team.
- A naturally high drive to achieve excellence and get the task done.
- Ability to form mutually beneficial working relationships with users
- Highly organized, analytical, structured and precise
- Able to break down complex technical concepts or processes and effectively communicate them to a variety of audiences.
- Proactive and creative problem solver and able to 'own' a problem so that results are achieved.

**How to Apply**: