Product Support Specialist - LOHA

Logistics, Sales & Operations

In short

We are looking for a Product Support Specialist to ensure efficient maintenance of equipment at Oyu Tolgoi LLC's Underground Mine site. This role involves managing service support, providing high-level customer satisfaction, and performing systematic fault finding with prompt, correct, and safe solutions.

Responsibilities

Ensure efficient maintenance of client’s fleet of equipment at Oyu Tolgoi LLC’s Underground Mine site.
Manage the Service Support to accomplish the goals and objectives of the business.
Manage daily requirements and engage relevant departments to provide a high level of customer service satisfaction.
Perform systematic fault finding and provide prompt, correct, and safe solutions for customer assignments.
Oversee employees within teams to ensure maximum productivity and meet deadlines while maintaining high standards of quality and safety.
Act as a trusted advisor to the customer using a specialist understanding of their needs to determine appropriate solutions.
Collect technical feedback and provide feedback to Product Masters/EQ Division Product line and Technical Manager.
Provide technical support to the team and customer using deep knowledge of tasks, tools, and procedures.
Commission new products.
Perform Root Cause Analysis/Trouble Shooting, including 1st line support.
Function as first line support for helpdesk issues and technical support in Territory.
Administer and support bulletins.
Assist Planning department in the optimization of maintenance strategy development, parts planning, and documentation.
Report daily work status to managers in a specific site standard format.
Complete other tasks as assigned by direct Manager.
Source and join technical training courses and assessments of Divisions.
Adhere to company and client environmental and safety policies and procedures.
Strictly adhere to company rules and customer regulations.
Follow safety and necessary Take 5, SWP and risk assessment procedures.

Requirements

Experience in managing service support to achieve business goals.
Experience in providing a high level of customer service satisfaction.
Experience in performing systematic fault finding and providing solutions.
Experience in overseeing teams to ensure productivity and quality.
Use of judgment to identify and resolve technical and operational problems.
Specialist understanding of customer needs.
Deep knowledge of tasks, tools, and procedures in providing technical support.
Experience with Root Cause Analysis/Trouble Shooting (Including 1st line support).
Experience as first line support for helpdesk issues & technical support.
Experience with Bulletin Administration and Support.
Familiarity with maintenance strategy development, parts planning, and documentation.
Ability to report daily work status in a specific site standard format.
Willingness to source and join technical training courses and assessments.
Adherence to company and client environmental and safety policies and procedures.
Strict adherence to company rules and customer regulations.
Proficiency in following safety & necessary Take 5, SWP and risk assessment procedures.

Skills

TroubleshootingCustomer ServiceTechnical SupportMaintenanceRisk Assessment

#Product Support#Mine Site#Maintenance#Technical Support

About Sandvik

Sandvik is a global, high-tech engineering group providing solutions that enhance productivity, profitability and sustainability for the manufacturing, mining and infrastructure industries. We are at the forefront of digitalization and focus on optimizing our customers’ processes. Our world-leading offering includes equipment, tools, services and digital solutions for machining, mining, rock excavation and rock processing. In 2024, the Sandvik Group had approximately 41,000 employees, sales in more than 150 countries and revenues of about SEK 123 billion.

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