Product Support Specialist

Job Posting Overview About us. Epiroc is a global productivity partner for mining & construction customers and accelerates the transformation toward a sustainable society. With ground-breaking technology, we develop and provide innovative and safe equipment, such as drill rigs, rock excavation and construction equipment and tools for surface and underground applications. We also offer world-class service and other aftermarket support as well as solutions for automation, digitalization and electrification. Our global headquarters is based in Stockholm, Sweden and we have around 18,000 passionate employees supporting and collaborating with customers in over 150 countries around the world. Learn more at epirocgroup.com.

We succeed in our core business because we are passionate innovators with courage to change. With collaboration and mutual confidence, teams and individuals trust and support each other’s abilities to offer solutions. Together, we lead the way to make mining and construction more sustainable.

Epiroc offers rewarding experiences and professional growth opportunities. Recognition for your hard work includes:

• Benefits eligibility begins the 1st of the month after start date
• Health care eligibility - including medical, dental, vision, prescription and telemedicine
• Wellness program
• Employee discounts
• Short and long-term disability insurance
• Life and AD&D insurance
• Flexible Spending Accounts (FSAs) and Health Savings Account (HSA)
• Employee Assistance Program
• 401(k) plan
• Direct deposit
• Tuition reimbursement program
• Paid Vacation
• Paid Sick Time

Join Our Team as a Product Support Specialist at Epiroc! The Product Support Specialist role provides technical support and training regarding the Parts and Services Division (PSD) surface and underground products and services, to meet growth initiatives with a focus on the improvement of customer satisfaction. Driving the setup of new PSD products and the maintenance of existing products while securing good cooperation with PSD and the capital sales team is essential for success. The successful candidate will contribute to our continuous improvement initiative in our effort to identify and implement more efficient processes.

This role will have the opportunity to share technical expertise and problem-solving skills in such a manner that will result in improved customer satisfaction and efficiency. Effectively communicating and working with all Epiroc groups while providing best-in-class technical support for all internal and external customers are critical to success.

The work environment in the mining and construction industries has unique and interesting challenges one won’t find in other professions. It is all-encompassing, anywhere from office attire one day to working in a rough and rugged environment another day in some of the most beautiful and pristine areas of the world. The work environment includes being regularly exposed to work near moving mechanical parts, fumes or airborne particles and outdoor weather conditions. The employee is regularly required to lift up to 25 pounds, is frequently required to lift up to 50 pounds and is occasionally required to lift up to and in excess of 100 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job. Personal Protection Equipment may be required in this role. The position is considered Safety Sensitive.

Work Type: Remote Responsibilities:

• Support PSD Service Centers and Dealer Partners across all Epiroc product lines.
• Communicate all relevant product, technical service and training activities while collaborating with Epiroc groups and customers to sustain product integrity.
• Provide warranty technical support for dealers and service centers to achieve warranty recovery and compliance goals.
• Assist Account Representatives in defining critical parts to be stocked on-site, at the Local Distribution Centers, and at the Product Company.
• Ensure relevant departments are involved in developing procedures to align US Customer Center business processes and technical support activities and are performed following Epiroc published documentation standards, i.e. monthly meetings and weekly reports.
• Manage warranty and technical support, including addressing technical service news bulletins and campaigns, coordinating with the Product Company on warr…