Product Service Consultant

What you'll do

• Identify and resolve MineStar hardware and software issues for global customers and dealers.
• Provide 24x7x365 incident management to restore services through corrective actions and permanent resolutions.
• Perform hands-on product expertise to complete problem analysis and provide immediate corrective actions.
• Participate in New Product Introduction projects and complete field development and follow-up deliverables.
• Escalate high-priority issues to team leads and process product defect tickets to responsible parties.
• Communicate troubleshooting status and technical updates directly to dealers.
• Create and maintain a support environment that facilitates issue diagnostics and customer connectivity.
• Report product improvement ideas and functional enhancements to the engineering teams.

What we're looking for

• Provide support services including investigating, troubleshooting, and diagnosing application and technical problems for Mining Technology customers.
• Resolve hardware and software issues using standard support processes to meet Support Level Agreement metrics.
• Participate in New Product Introduction projects and complete field development and field follow projects.
• Provide 24 x 7 x 365 Incident Management and escalate top priority issues to team leads.
• Create and maintain a support environment that facilitates issue diagnostics and customer connectivity.
• Demonstrate knowledge of problem-solving tools, data gathering and analysis techniques, and technical excellence.
• Maintain a customer focus by aligning business decisions with customer needs and satisfaction.
• Previous software troubleshooting experience (preferred).
• Software development background (preferred).
• Background in mining and machines, specifically with fleet management systems (preferred).
• Ability to work full-time at the Tucson, AZ office.
• Ability to travel up to 25% domestically and internationally.
• Ability to complete and pass regulatory open pit safety training and work in open pit mining environments.