Product Master - Surface Drills

• JOB PURPOSE
  • Act as the subject matter expert, using an understanding of concepts and principles in the area of expertise,
  • To be the division technical contact person - with two-way communication; to Sales Area and to EQ Product Line/factory,
  • Collaborate with Level 6 Product Line Managers within the Sales Area,
  • Ensure frontline readiness for new technologies and new product introductions (parts, resources, training) and be proactive with an operational readiness plan,

Job Purpose

Main Responsibilities

• MAINTENANCE AND REPAIR EXPERT
• PLANNING AND REPORTING
• CUSTOMER VALUE ADD
• COLLABORATION WITH PARTS & SERVICES AND EQUIPMENT DIVISIONS
• SUPERVISION/ACT AS A COACH
• HEALTH & SAFETY
• PREFERRED ENVIRONMENT & MOBILITY

Experience and Education

Technical/Functional

Expert Equipment knowledge and skills in at least one equipment type (automation a pre-requisite):

Behavioral

Job Fit Score >5

Proficiency Level: Expert

OTHER

• Responsible for complex assignments, demonstrating leadership as the subject matter expert, using an understanding of concepts and principles in the area of expertise.

• Work closely with customer using an expert understanding of customer needs to act as a trusted advisor and determine the appropriate solution.

• To be the division technical contact person – with two-way communication. (To Sales Area and to EQ Product Line/factory.)

• Collaborate with Level 6 Application Specialists within the Sales Area.

• Ensure frontline readiness for new technologies and new product introductions (parts, resources, training) and be proactive with an operational readiness plan.

• Conduct highly specialized installations, repairs and inspections of various products and equipment at customer site or own premises.

• Determine the best approach, considering energy efficiency, environmental impact and maintenance costs when providing customer support.

• Perform advanced troubleshooting for highly complex situations and provide technical feedback on issues. (CPI = Product Issues Feedback). Second line support.

• Work proactively to develop new solutions to prevent recurring problems:

  • Transfer knowledge and use it to solve new and highly complex problems.

  • Collect technical information and add to database.

  • Complete analysis of failed product and report on anything out of the ordinary to the relevant party (e.g., Product Support and Service Technician).

  • Recommend and/or develop product or process changes to improve system performance, or to better meet customer or other user needs.

• Organize corrective campaigns and follow-up on completion in the Sales Areas.

• Conduct and support warranty investigations.

• Upon request provide application advice to sales and review operating cost proposals.

• Interpret control system data and upgrade software.

• Provide expert input into project specifications, cost and material estimates, project schedules, reports, contacts, or tender documents.

• Report and document results of activities and findings.

• Make recommendations based on reports to better serve the customer and to improve processes.

• Perform adjustments of systems for client equipment.

• Conduct product launch and testing for client commissioning services.

• Act as a subject matter expert and go-to person in area of expertise and provide advice and guidance to clients and colleagues.

• Build and maintain customer relationships and act as a trusted advisor in partnering with the customer to determine solutions.

• Support the customer’s product/application/processes/competency/mining conditions by advising on possible improvements to more advanced solutions and products.

• Produce positive results in sales-client interventions.

• Use deep knowledge of the tasks, tools and procedures associated with providing technical support to the sales team and customers.

• Product Operational Readiness – this is the package for the customer that de- risks them in changing out a competitor fleet to Sandvik.

• Active member of global Expert Networks.

• Coordinates information and knowledge between Equipment divisions and Sales Areas:

• Technical training courses/seminars.

• New product training/coaching (assure course content translations are

• correct).

• Lead and co-ordinate equipment division workshops and seminars.

• Collect technical feedback and provide feedback to EQ Division product line.

• Collaborate with Parts & Services division and take technical responsibility toward training interventions in relevant Sales Area. (i.e., manuals, toolkits and implementation of plans and schedules.)

• Functions as second line support between Parts & Services, Equipment Divisions and Sales Areas and Technical and Application Specialists.

• Takes technical and application ownership of market releases of new products and new product versions, ramp down of old products.

• Aftermarket support to Equipment divisions and Sales Areas.

• Project Operational Readiness support for large projects.

• Guide, coach and train colleagues in application processes, equipment and client facing behaviors:

  • Transfer knowledge to other service technicians to build the capability and knowledge of the team.

• Deliver high-level technical and application training to colleagues and refined content training to customers/operators.

• Provide project/technical leadership to a group of service technicians.

• Support Research/Development in technical details during the New Product Development (NPD) process.

• Make improvements to create a safer working environment.

• Participate in safety issue reviews and investigations.

• Implements product safety and service bulletins.

• Prepare and execute all activities in line with SHEQ rules, regulations, procedures, instructions, guidelines and promote awareness, including highlighting any anomalies as appropriate.

• Field - Any environment (Location Customer Sites/Workshops)

• Willing to travel globally

• >8 years Sandvik Surface Drills Experience

• Advanced coaching/trainer (including knowledge transfer between factory and Sales area) experience

• Engineering/Technical qualification (degree/diploma)

• Relevant Trade Certification/equivalent

• Level 5 Knowledge Assessments w.r.t Reliability Engineering per Equipment Division = 80%

• Sandvik On-the-Job Skills Coaching Program – minimum of 5 sessions recorded

• Drilling

• Rock Drill Technologies

• Automation and/or

• Rock Drills

• i-SERIES (expert skills and knowledge) Decentralized Automation – Bus Technology, Control Systems, Mechanics, Hydraulics, Pneumatics, Electrics

• Driving Success

• Communication (verbal and Writing)

• Investigating issues (Practically minded, Learning orientated, insightful)

• Coaching Skills

• Self-Awareness + Emotional Intelligence

• Facilitating

• Building Successful Teams

• Consulting

• Collaboration

• Product and Service Delivery

• New Product and Markets focus

• Evaluate Problems

• Processing Details

• Structuring Tasks

Assessed Rating Description

E) Expert – recognized by others as an expert in the competency. Has expert knowledge and proven expert skills. Can transfer and apply advanced knowledge and advanced skills

• Proficient in English, both written and oral.

• Proficient in relevant computer software and IT systems.

• Advanced technical report writing.

• Advanced in digitalized systems relevant to equipment.

• Proficient equipment operator.

• Advanced knowledge of the mining environment and application of equipment.