Product Support Specialist

Job Posting Overview

About us. Epiroc is a global productivity partner for mining & construction customers and accelerates the transformation toward a sustainable society. With ground-breaking technology, we develop and provide innovative and safe equipment, such as drill rigs, rock excavation and construction equipment and tools for surface and underground applications. We also offer world-class service and other aftermarket support as well as solutions for automation, digitalization and electrification. Our global headquarters is based in Stockholm, Sweden and we have around 18,000 passionate employees supporting and collaborating with customers in over 150 countries around the world. Learn more at epirocgroup.com.

We succeed in our core business because we are passionate innovators with courage to change. With collaboration and mutual confidence, teams and individuals trust and support each other’s abilities to offer solutions. Together, we lead the way to make mining and construction more sustainable.

Epiroc offers rewarding experiences and professional growth opportunities. Recognition for your hard work includes:

• Benefits eligibility begins the 1st of the month after start date 
• Health care eligibility - including medical, dental, vision, prescription and telemedicine 
• Wellness program 
• Employee discounts 
• Short and long-term disability insurance 
• Life and AD&D insurance 
• Flexible Spending Accounts (FSAs) and Health Savings Account (HSA) 
• Employee Assistance Program 
• 401(k) plan 
• Direct deposit 
• Tuition reimbursement program 
• Paid Vacation 
• Paid Sick Time

Join Our Team as a Product Support Specialist at Epiroc!

The Product Support Specialist role provides technical support and training regarding the Parts and Services Division (PSD) surface and underground products and services, to meet growth initiatives with a focus on the improvement of customer satisfaction. Driving the setup of new PSD products and the maintenance of existing products while securing good cooperation with PSD and the capital sales team is essential for success. The successful candidate will contribute to our continuous improvement initiative in our effort to identify and implement more efficient processes.

This role will have the opportunity to share technical expertise and problem-solving skills in such a manner that will result in improved customer satisfaction and efficiency.  Effectively communicating and working with all Epiroc groups while providing best-in-class technical support for all internal and external customers are critical to success.

The work environment in the mining and construction industries has unique and interesting challenges one won't find in other professions. It is all-encompassing, anywhere from office attire one day to working in a rough and rugged environment another day in some of the most beautiful and pristine areas of the world. The work environment includes being regularly exposed to work near moving mechanical parts, fumes or airborne particles and outdoor weather conditions. The employee is regularly required to lift up to 25 pounds, is frequently required to lift up to 50 pounds and is occasionally required to lift up to and in excess of 100 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job. Personal Protection Equipment may be required in this role. The position is considered Safety Sensitive.

Work Type:

Remote

Responsibilities:

• Support PSD Service Centers and Dealer Partners across all Epiroc product lines.
• Communicate all relevant product, technical service and training activities while collaborating with Epiroc groups and customers to sustain product integrity.
• Provide warranty technical support for dealers and service centers to achieve warranty recovery and compliance goals.
• Assist Account Representatives in defining critical parts to be stocked on-site, at the Local Distribution Centers, and at the Product Company.
• Ensure relevant departments are involved in developing procedures to align US Customer Center business processes and technical support activities and are performed following Epiroc published documentation standards, i.e. monthly meetings and weekly reports.
• Manage warranty and technical support, including addressing technical service news bulletins and campaigns, coordinating with the Product Company on warranty issues, and authoring and distributing campaigns while ensuring compliance with local regulations and grammar.
• Deliver technical support, including safety, operator, and product training, to customers and dealers.
• Provide key departmental reports to management, enabling data-driven decision-making and continuous improvement in collaboration with responsible stakeholders.

Knowledge/Education:

• Certificate of Completion from a Technical or Trade School in hydraulics or electrical, or 3-8 years of relevant experience.

• Strong understanding of full mining or mineral extraction processes and maintenance requirements.
• Travel is required, with frequency depending on employee location relative to U.S. service centers, dealers, and customer sites. Travel will primarily be domestic, using both driving and air travel, with some international trips as needed.
• Proficient in Microsoft Office Suite, internet, file management, and ability to learn Epiroc specialty software (DocMine, Rigscan, SharePoint, M3).
• Advanced knowledge of control and navigation systems used on Epiroc and other OEM equipment.

This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job. Employees are held accountable for all duties of the job.

Any background check conducted will be evaluated through an individualized assessment, taking into account the job’s specific requirements and the candidate’s circumstances.

Employment at Epiroc is “at-will,” which means that either you or the company can terminate the employment relationship at any time, with or without prior notice, and for any reason not prohibited by statute, in accordance with state and federal guidelines. All employment is continued on that basis. No supervisor, manager or executive of the company, other than the General Manager in a signed writing, has any authority to alter the foregoing. Signature of this document serves as acknowledgment of receipt and does not create a contract of employment.

Epiroc is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

United. Inspired. Performance unites us, Innovation inspires us, and commitment drives us to keep moving forward. In the 150 countries where you can find Epiroc, we encourage our employees to take ownership of their own development and careers with the support of their leaders. We are committed to giving you every opportunity to succeed in a culture of innovation, diversity, and collaboration, combined with a caring atmosphere.

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

The work environment in the mining and construction industries has unique and interesting challenges one won’t find in other professions. It is all encompassing, anywhere from office attire one day to working in a rough and rugged environment another day in some of the most beautiful and pristine areas of the world. The work environment includes being regularly exposed to work near moving mechanical parts, fumes or airborne particles and outdoor weather conditions. The employee is regularly required to lift up to 25 pounds, is occasionally required to lift up to 50 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job. Personal Protection Equipment may be required in this role. The position is considered Safety Sensitive.

Salary Range: The salary for this position is between ($99,840.00) and ($114,000.00) annually, depending on experience and qualifications. This range reflects our commitment to fair pay based on skills, experience, and market standards.

This job posting will remain open until the position is filled.