About this role
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.