Job Description Product Master
Job Title: Product Master
Department: Service
Reporting to: Engineering Manager
Key Relationships: Customers, Employees, Global teams.
Core purpose
Responsible for important customer assignments; performing systematic fault finding and providing prompt, correct and safe solutions. The role works closely with customers using a specialist understanding of customers needs acting as a trusted advisor and determining appropriate solutions in order to improve customer satisfaction. The role also provides technical and maintenance expertise to the Technical Support and Field Service Support teams in the Sales Unit through operator and maintenance training best practice
Key Responsibilities
- Root Cause Analysis/Trouble Shooting (primarily 2nd line support)
- Collects technical feedback in Sales Unit (inputs into Database)
- Make recommendations based on reports to better serve the customer and improve processes
- Perform adjustments of systems on client equipment
- Work proactively to develop new solutions to prevent recurring problems
- Upon request, provide application advice to sales and review operating cost proposals
- Takes technical and application ownership of market releases of new products and new product versions, and ramp down old products
- Conduct product launch, testing and commissioning services
- Support operational readiness activities for large projects
- Support in technical details during New Product Development (NPD) process
- Prepare and execute all activities in line with HSEQ rules, regulations, procedures, instructions, guidelines, and promote awareness, including addressing anomalies to others
- Coach, Mentor, Trainer including knowledge transfer between factory and Sales Unit
- Collaborate with Parts & Services division and take technical responsibility toward training interventions in Sales Unit
- Diploma or bachelors degree in Technical discipline or equivalent experience
- Minimum 6 to 10 years of Normet or similar OEM experience and advanced trouble-shooter experience; hydraulic system & electrical system
- Qualified technician in fields on mechanics, hydraulics, and electrics
- Interest in new technology and digitalization trends
- Proven ability to motivate and guide team members to achieve common goals and deliver effective training
- Proactive, self-motivated and demonstrate initiative
- Excellent communication and interpersonal skills; a strong team-player
- Proven experience in second-line support, root cause analysis, and troubleshooting
- Strong understanding of system adjustments and client equipment operations
- Proficient knowledge of the mining environment and application of equipment
- Strong safety culture
- Strong customer service focus and motivation and determination to achieve targets and goals
