Global Product Support Specialist

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 Global Product Support Specialist at Epiroc!

Support continuous product portfolio development on Rotary, DTH, and Raisebore products, by providing technical product support in the field towards R&D projects testing new and improved products, ensuring a product performance database is kept and maintained. Support product management team with product knowledge, provide field support for proof of concept activities, provide feedback on market trends and competitor product development. Support the technical competence development within Customer Centers and Divisional Teams. Provide and support technical training material and conduct trainings on mine sites towards end users, Customer Centers and other sales channels and towards Divisional Teams throughout Epiroc.

Responsibilities:

• Technical Product Support for Internal customers, such as PCs, R&D, Product Managers and other divisional teams and cross divisional teams. 2nd line support for external customers, such as End Customers and sales channels.
• Area responsibility for certain geographical area, region or application. The area/region, application is a decision of the manager. Area/application responsibilities include:
  • Assist in developing a plan to grow technical product competence and product knowledge throughout the Epiroc organization, to ensure product is supported to a high standard and result in a high customer satisfaction.
  • Assist in Developing and executing training the product/application of responsibility.
  • Regular visits related to the area/region responsible. Expected travelling days based on needs, up to 75% of your available time
  • Presenting detailed reports after each trip within 5 (five) working days after return.
• Contribute to development and regular updating of training material based on general and specific needs from market/s. Work actively on developing presentation material and other training tools.
• Warranty claims handling:
  • Responsible for conducting the claim review in proper timing (as soon as claim is placed in the system by customer center) and providing feedback to all involved functions.
  • Take decision (denied/approved/partly approved) for the claim, once claim report from R&D is issued. This action needs to be done as soon as R&D report is placed in claim system. The R&D report needs to be modified by the Product Specialist (all confidential information like tolerances, to be removed) before submitting it to customer center.
  • Be fully aware of all customer product complaints about DTS tools from the responsible area/application and will support in solving these problems and keeping the Epiroc brand reputation.

Knowledge/Education:

• Bachelor’s degree in mining engineering (required)
• Anticipated graduation date of Fall 2026 or May 2027
• GPA 3.0 or higher (preferred)

Skills and Abilities:

• Interest in surface or underground mining methods, drilling technologies, and mining equipment applications
• Ability to collect, organize, and analyze technical or operational data
• Strong written and verbal communication skills
• Ability to work effectively in both independent and team environments
• Customer-focused mindset
• Operate with a high level of sense of urgency
• Willingness to travel to mine sites and customer locations as needed
• Knowledge of Epiroc drilling equipment, ability to operate drill rigs a plus
• Team player mindset, willing to cross collaborate between different teams, organizations and divisions

Sponsorship

This opportunity is NOT approved for Visa sponsorship and only candidates who currently have the right to work in the United States of America will be considered.

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 reflects typical conditions encountered while performing the essential functions of this role in an office setting. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job. The noise level is generally low to moderate.

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