Product & Application Specialist-LATAM

Your Mission:Provide technical support towards customers and in-direct sales channels in the region for the THS business line. Support our customer centers to grow in line with expectations from a technical perspective. Product training and claim handling will also be a part of the responsibilities.

Responsibilities: 

• Main 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:
  Develop 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. 
  Developing and executing training plan together with Training Manager including factory trainings for the product/application of responsibility.
  Regular visits related to the responsible area/region. Expected travelling days based on needs, up to 75% of your available time 
  To present detailed report after each trip within 5 (five) working days 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:
  Technical Product Specialist is responsible to do the claim review in proper timing (as soon as claim is placed in the system by customer center) and provide feedback to all involved functions. 
  Technical Product Specialist needs to 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 need to be modified by the Product Specialist (all confidential information like tolerances, to be removed) before submitting to customer center.
  Technical Product Specialist need to report on monthly base to relevant Product Managers in THS the status of claims related to his/her responsibilities.  
  Technical Product Specialist should be fully aware of all customer product complaints about THS tools from the responsible area/application and will support in solving these problems and keeping the Epiroc brand reputation. 
  Develop and maintain a product performance database: 
  That will allow Epiroc to track and understand the effect of product improvements over extended time periods
  Collaborate with Capital Divisions and PSD divisions to extract relevant data from machine control systems (RCS) Collect customer data to proof the performance of our tooling Establish benchmarks for what ‘good’ looks like                                                                                        
  Technical product support:
  Continuously grow and expand on comprehensive product knowledge to assist R&D, Product management, CCs, and end users in an effective way
  Regular field support to the continuous product development.
  Product training for R&D, Product Managers, Customer Center employees, dealers, distributors, and end users
  Support Product Managers with technical and market information related to brochures, catalogues, cased stories, articles, product presentations, campaigns, and other activities. 

Your profile: 

• Degree in engineering, technical field, or equivalent experience in product support.
• Technical / marketing / business education, skills related to mining / drilling / construction equipment.
  - Experience in technical support or application support in drilling, mining or construction not less than 5 years.  
  - Computer skills in compiling and analyzing sales and product data.
• Computer skills in compiling and analyzing sales and product data.
• Good social communication skills.
• Fluent language skills in English, in writing and spoken.
• Pro-active attitude, self-driven person.
• Customer focus mindset.
• High level of sense of urgency.
• High willingness to travel.
• Knowledge of Epiroc drilling equipment, ability to operate drill rigs in a production environment.
• Team player mindset, willing to cross collaboration between different teams, organizations and divisions.