Technical Services Analyst

Wenco International Mining Systems (www.wencomine.com), a subsidiary of Hitachi Construction Machinery (HCM), provides industry leading, innovative technologies to customers in the mining and material movement sectors, enabling sustainable and safe operations.

We are currently looking for a Technical Services Analyst to join our team in Indonesia.

Key Deliverables and Responsibilities

In Office:

• Provide commercial support to address requests and enquiries.
• Provide timely phone, email, and remote access support for existing customers.
• Record/document all customer issues through to resolution using Wenco’s issue tracking system.
• Plan and practice for system implementation and upgrade projects.
• Review, contribute and develop documentation, forms, and reports to better support customers and continuous improvement activities.
• Perform Triage Desk 1st line support function. Identify, resolve/escalate any customer disputes to ensure that outstanding issues are addressed.
• Develop and build close customer relationships and loyalty through high quality and professional delivery of technical customer services.
• Maintain regular contact with customers and have a communication channel that allows feedback on SmartCap performance and perception in the marketplace.
• Develop and provide one-on-one and classroom training on the use and administration of the system.
• Be the Voice of the Customer and provide feedback to Wenco Team to ensure Product Development Team activities and deliverables produce timely, workable solutions for all stakeholders.
• Update job knowledge by keeping up with new material and participating in educational opportunities.
• Identify and communicate potential new sales and upsell opportunities.

On Site:

• Perform successful implementations and upgrades.
• Conduct site inspections and reports in preparation of deployments.
• Use and enhance existing systems for reliable and efficient customer deployments.
• Coordinate resources from customer staff as required.
• Organize and provide training on the use and administration of the system as required for customers and Wenco personnel using one-on-one and classroom training environments.
• Identify, troubleshoot, and resolve software, hardware, and network issues.
• Escalate any customer disputes to ensure that outstanding issues are addressed.
• Maintain up to date site specific and safety training requirements.
• Disassemble to component level and repair faulty parts.
• Keep personnel equipment operational through maintenance and care.
• Identify and communicate potential new sales and upsell opportunities.

Experience and Knowledge

• 3-5 years of successfully implementing new technologies through project management, change management, and training.
• Diploma in Electronics, IT, training or safety, electronics, communications, or IT discipline. Practical or military experience to an equivalent level.
• Solid understanding and experience with Safety Systems and Products.
• Mining, Transportation or Oil and Gas experience/knowledge would be an asset.
• Background in training/coaching/mentoring helpful.
• Real-Time software systems.
• Mobile Computing.
• Windows proficiency.
• Valid driver’s licence.
• Power BI, QuickSight, Excel, Word, PowerPoint.
• SureMDM, Team Viewer, Surelock, Nixagent helpful.
• Knowledge and practical troubleshooting of electronics.
• Able to complete and troubleshoot basic installations including equipment assembly, mounting, running cables, and electrical wiring.
• Be proficient at using a basic tool set.
• Proficiency with communications telemetry including cellular, WLAN, subnets, firewalls, and network traffic flow.

Skills and Abilities

• Solid technical, analytical, and problem-solving skills.
• Solid written and verbal communication skills.
• Strong presentation skills.
• Strong ability to work in high-pressure environments (especially when on-site in remote mine site locations).
• Strong ability to work effectively both in a team environment and as an independent contributor.
• Ability to prioritize and multi-task based on customer and business needs.
• Ability to build long-term relationships with clients.

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 workplace environment for individual employees to build and grow their career with the Company.

Wenco is an Equal Opportunity Employer.

Disclaimer

The information in this description has been designed to indicate the general nature and level of work performed by employees. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. It is not intended as an employment contract. Job descriptions are subject to change, which may not necessarily affect compensation.

As our team experiences high volumes of applications, only shortlisted candidates will be contacted. To be considered, please ensure a resume is attached.