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Product Master

3 months ago

Elko, United States 4684 SMC Region USC Full time

Job Purpose

Responsible for complex assignments, demonstrating leadership as the subject matter expert, using an understanding of concepts and principles in the area of expertise. Work closely with customer using an expert understanding of customer needs to act as a trusted advisor and determine the appropriate solution. To be the division technical contact person – with two-way communication. (To Sales Area and to EQ Product Line/factory.) Collaborate with Level 6 Application Specialists within the Sales Area. Ensure frontline readiness for new technologies and new product introductions (parts, resources, training) and be proactive with an operational readiness plan.

Main Responsibilities

MAINTENANCE AND REPAIR EXPERT

Conduct highly specialized installations, repairs and inspections of various products and equipment at customer site or own premises. Determine the best approach, considering energy efficiency, environmental impact and maintenance costs when providing customer support. Perform advanced troubleshooting for highly complex situations and provide technical feedback on issues. (CPI = Product Issues Feedback). Second line support. Work proactively to develop new solutions to prevent recurring problemsTransfer knowledge and use it to solve new and highly complex problems.Collect technical information and add to database.Complete analysis of failed product and report on anything out of the ordinary to the relevant party (e.g., Product Support and Service Technician).Recommend and/or develop product or process changes to improve system performance, or to better meet customer or other user needs. Organize corrective campaigns and follow-up on completion in the Sales Areas. Conduct and support warranty investigations. Upon request provide application advice to sales and review operating cost proposals.

PLANNING AND REPORTING

Interpret control system data and upgrade software. Provide expert input into project specifications, cost and material estimates, project schedules, reports, contacts, or tender documents. Report and document results of activities and findings. Make recommendations based on reports to better serve the customer and to improve processes. Perform adjustments of systems for client equipment. Conduct product launch and testing for client commissioning services.

CUSTOMER VALUE ADD

Act as a subject matter expert and go-to person in area of expertise and provide advice and guidance to clients and colleagues. Build and maintain customer relationships and act as a trusted advisor in partnering with the customer to determine solutions. Support the customer’s product/application/processes/competency/mining conditions by advising on possible improvements to more advanced solutions and products. Produce positive results in sales-client interventions. Use deep knowledge of the tasks, tools and procedures associated with providing technical support to the sales team and customers. Product Operational Readiness – this is the package for the customer that de- risks them in changing out a competitor fleet to Sandvik.

COLLABORATION WITH PARTS & SERVICES AND EQUIPMENT DIVISIONS

Active member of global Expert Networks. Coordinates information and knowledge between Equipment divisions and Sales Areas: Technical training courses/seminars. New product training/coaching (assure course content translations are correct). Lead and co-ordinate equipment division workshops and seminars. Collect technical feedback and provide feedback to EQ Division product line. Collaborate with Parts & Services division and take technical responsibility toward training interventions in relevant Sales Area. (i.e., manuals, toolkits and implementation of plans and schedules.) Functions as second line support between Parts & Services, Equipment Divisions and Sales Areas and Technical and Application Specialists. Takes technical and application ownership of market releases of new products and new product versions, ramp down of old products. Aftermarket support to Equipment divisions and Sales Areas. Project Operational Readiness support for large projects.

SUPERVISION/ACT AS A COACH

Guide, coach and train colleagues in application processes, equipment and client facing behaviors:Transfer knowledge to other service technicians to build the capability and knowledge of the team. Deliver high-level technical and application training to colleagues and refined content training to customers/operators. Provide project/technical leadership to a group of service technicians. Support Research/Development in technical details during the New Product Development (NPD) process.

HEALTH & SAFETY

Make improvements to create a safer working environment. Participate in safety issue reviews and investigations. Implements product safety and service bulletins. Prepare and execute all activities in line with SHEQ rules, regulations, procedures, instructions, guidelines and promote awareness, including highlighting any anomalies as appropriate.

PREFERRED ENVIRONMENT & MOBILITY

Field - Any environment (Location Customer Sites/Workshops) Willing to travel globally

Experience and Education

> 8 years Sandvik Equipment Experience Advanced coaching/trainer (including knowledge transfer between factory and Sales area) experience Engineering/Technical qualification (degree/diploma) Relevant Trade Certification/equivalent Level 5 Knowledge Assessments w.r.t Reliability Engineering per Equipment Division = 80% Sandvik On-the-Job Skills Coaching Program – minimum of 5 sessions recorded

Technical/Functional

Expert Equipment knowledge and skills in at least one equipment type (automation a pre-requisite):

Load & Haul Drilling and Rigging Rock Drill Technologies Automation and/or Rock Drills i-SERIES (expert skills and knowledge) Decentralized Automation – Bus Technology, Control Systems, Mechanics, Hydraulics, Pneumatics, Electrics

Behavioral

Job Fit Score > 5

Proficiency Level: Expert

Driving Success Communication (verbal and Writing) Investigating issues (Practically minded, Learning orientated, insightful) Coaching Skills Self-Awareness + Emotional Intelligence Facilitating Building Successful Teams Consulting Collaboration Product and Service Delivery New Product and Markets focus Evaluate Problems Processing Details Structuring Tasks Assessed Rating Description (L) Limited – little or no competency required for the job. Has the fundamental knowledge but requires an increase in skills (B) Basic – has enough knowledge to complete routine tasks. Has basic knowledge and proven basic skills (P) Proficient – Needs little guidance or supervision. Has good knowledge and proven proficient skills (A) Advanced – Has highly developed knowledge, understanding and application of the competency. Has advanced knowledge and proven advanced skills (E) Expert – recognized by others as an expert in the competency. Has expert knowledge and proven expert skills. Can transfer and apply advanced knowledge and advanced skills

OTHER

Proficient in English, both written and oral. Proficient in relevant computer software and IT systems. Advanced technical report writing. Advanced in digitalized systems relevant to equipment. Proficient equipment operator. Advanced knowledge of the mining environment and application of equipment.