Digital Solutions Support Specialist 1 at Epiroc

Mission:

• Key role in supporting new Digital projects and Telematics implementations in the Northern Cape. This role will be based out of Kathu in the Northern Cape and report into the Business Line Manager for the Digital Solutions Division.

Main responsibilities:

• Engineering and project support for field installations of telematics solutions;
• Planning and implementation of digitalization projects, which includes performing system installations and configurations;
• On-site technical troubleshooting of installed systems;
• Regular remote monitoring of system health and performance of all installations; 
• Fault analysis (and subsequent prioritization) and data compilation, for escalation to regional support team; 
• Facilitate the on-site implementation of software fixes; upgrades and/or system setup;
• Work alongside the customer's technical teams to assist them in extracting the maximum value from our products i.e. facilitate change management and acceptance of technology at an operational level, 
• Engage with customers through continuous consultations (planned and unplanned), to inform them of additional functionalities within the product portfolio;
• Collaborate and communicate with all other internal relationship management groups to improve the customer experience;
• Document customer feedback (for sharing with R&D team) specifically with regards to systems functionality, operation and maintenance;
• Aim to identify known/unknown unresolved product defects and engage regional support teams with speed and precision;
• Identify and share opportunities for formal training, professional services consultations and product upsells;
• Set and manage expectations with customers, including regular and timely communications;
• Developing education material as well as giving training on-site;
• Participate in after-hours coverage for customer escalations on a scheduled basis.
• This role will be required to travel a fair amount within the Northern Cape Region.

Education and Experience:

• Millwright/Electrician Trade - Requirement
• National Diploma/National N-Diploma - Requirement
• Btech Degree - Recommended/Desirable
• 3-5 years' Experience of Mobile mining Equipment,
• Understanding of communication networks (Wi-Fi, LTE etc.)
• Experience with complex industrial equipment,
• Experience with supporting customer with complex telematics related problems,
• Experience with Mining

Competence and Skills:

• Knowledge of automotive electrical systems, 
• Good understanding of radio/network systems
• Good communication skills internally and externally and willing to develop strong relations with different stakeholders,
• Strong Customer Care focus with strong desire to deliver best practice solutions for our customers.
• A highly-motivated, enthusiastic and results driven individual
• Ability to work with very little supervision
• Takes ownership of work and ensures deadlines are met.
• Capable of thinking outside the box for solutions when faced with challenges
• Computer Literate