Product Support Specialist

Functional area: Service

Onsite or Remote: Onsite

Country/Region: AU

City: Brisbane

Location:

Brisbane, QLD, AU, 94005

Company name: Epiroc

Date of posting: Sep 23, 2025

Join our team at ProReman, a thriving entity powered by Epiroc, a renowned productivity partner in the mining, infrastructure, and natural resources sectors. We are dedicated to driving service excellence and enhancing customer satisfaction. We are seeking a dedicated professional to contribute to customer project and reliability solutions for our hydraulic rock drill and associated products. The role entails extensive domestic and international travel on a 8/6 roster.

The Product Support Specialist is responsible to support all areas relating to Customer Project & Reliability Solutions for the company’s family of hydraulic rock drill and related products with the aim to drive service success that improves customer satisfaction; maximizes customer retention and increases profitability through the ProReman/RDSA ‘LCO’ program. This position will require safe and responsible performance of all duties with the use of ProReman manuals, procedures and instructions. This position addresses tight deadlines and a multitude of activities for ProReman and its associated group entities.

Key Responsibilities:

Complete drill rig lubrication audits & site observation reports
Installations, commissioning and support of RDSA products and services
Project execution, data recording according to project plans
Mentoring & leading by example in service centres
Provide product training both internally and externally
Trouble shooting and strive to resolve issues and determine proper solutions
Document processes for procedural development.
Provide timely and detailed reports from site visits in line with company expectations
Work through objectives set by the Customer Support Manager systemically and efficiently within set time frames
Support the Customer Support Team in identifying new customers, opportunities with & retaining existing customers
Team up with colleagues & pass on important information and follow up on completion as required.
Operate and manage efficiently to conclude all on-site installation, commissioning, repair, maintenance and test activities
Guarantee the work process accurately follows project plans
Discern customer needs, offer advice and recommendations
Formulate relationships of trust, building positive relationships with customers from fitters, leading hands, supervisors and superintendents

Key Requirements:

Trade Qualification – Diesel Heavy Earthmoving Mechanic/Plant Mechanic – Heavy Duty/Mechanical
Drivers Licence
Senior First Aid – (To be scheduled for earliest possible completion)
Underground mining industry knowledge, specifically with the processes associated with hydraulic rock drilling is desirable
Experience with RDSA or OEM products will be highly regarded
Computer literacy in word, outlook, excel, publisher & power point
Must excel in a fast paced, agile environment where critical thinking, strong technical, troubleshooting and problem-solving skills are required for success
Innovative thinker who is positive, proactive and ready to embrace change
Strong written and verbal skills
Excellent internal and external report writing skills, with high level of attention to detail
Certificate IV in Training and Assessment advantageous but not essential.

Benefits:
• Engage in a challenging role within a supportive and inclusive work environment.
• Opportunity for career advancement within a global organisation.
• Access to training and personal growth opportunities.
• Experience appealing employment benefits and a competitive remuneration package, encompassing paid parental leave and health benefits.

How to Apply:
To apply, please submit a cover letter addressing how you meet the essential position requirements, along with your resume, via the "Apply for this job" link below. All applications will be treated with the utmost confidentiality. Join the ProReman team and be part of a dynamic, supportive, and inclusive work environment. We are committed to diversity and sustainability, fostering fresh ideas and innovative solutions for our customers. We encourage applications from individuals of all backgrounds and are proud to be an equal opportunity employer.

It all starts with people. The world needs metals and minerals for the energy transition and our cities and infrastructure must be developed to serve a growing population. To succeed, we need to speed up the shift towards more sustainable mining and construction industries. We at Epiroc accelerate this transformation, together with customers and business partners in more than 150 countries, by developing and providing innovative and safe equipment, digital solutions, and aftermarket support.

All new thinkers are welcome. We are looking for those who want to develop, grow, and dare to think new. In Epiroc we attract, develop, and retain diverse talent valuing authenticity and unique perspectives, driving our spirit of innovation. We foster an inclusive culture where diversity isn't just a goal but a part of our values and way of working. This is how we do business for a sustainable future.  Learn more at www.epiroc.com