What are the responsibilities and job description for the Rock Tools Technical Support Supervisor position at Sandvik?
Rock Tools Technical Support Supervisor
Sandvik Mining & Rock Technology, the leading global supplier of equipment and tools, service and technical solutions for the mining industry, currently has an opening for a Technical Support Supervisor.
Location – Northern Nevada
Key performance areas
The Technical Support Supervisor is responsible for managing a team of technical specialist delivering world class customer support, directly resolving open tickets and managing system SLA performance and metrics. Delivering remote (e.g., telephone, online) post-sale troubleshooting and diagnostic support services to ensure that customer and business issues are promptly resolved, and preventative actions documented to prevent repeat issues. Scheduling, planning and executing all distributor and end customer demands for our technical specialist to travel onsite supporting complex troubleshooting and training.
Main Responsibilities
- Coordinate prompt support for end customers and sales organizations within territory.
- Monitor performance of underground technicians.
- Diagnose and resolve customer issues.
- Research questions using available information & internal resources.
- Troubleshoot problems and advise on the appropriate action.
- Identify and escalate situations requiring urgent attention.
- Redirect problems to correct resource where req.
- Manage technical specialist workload, performance and development
- This position will require travel to underground locations to provide on-site support and supervision to employees.
- Ensure accurate inventory levels by conducting weekly stock takes and implementing corrective actions to address any discrepancies.
Safety and Environment
- Complies with safety policies and applicable government, customer or industry regulations or requirements
- Identifies and reports any unsafe work habits
- Strives to find safer ways for customers to work with Sandvik’s products
Personal Leadership
- Ensures that all activities are carried out in accordance with Company Values and current Company Policies and Procedures
- Takes responsibility for personal development and enhancement of skills
- Sets priorities for and coaches employees to meet deadlines
- Proactively ensures community involvement within the area of responsibility
Your profile
You possess Technical Degree in a mechanical discipline.
Current MSHA Part 46 and 48 and direct knowledge of the Sandvik TRACK program is a plus.
Competencies Required:
- Ability to work in a team environment
- Ability to travel
- Ability to manage a small team
- Strong written and verbal communication skills
- Ability to train and transfer knowledge skills
- Flexible, self-motivated and drive to achieve customer satisfaction goals and targets
- Strong investigation and diagnostic skills
- Computer literacy
- Flexible, self-motivated with demonstrated initiative
- Knowledge of customer’s industry
- Superior customer relations and active listening skills
Benefits
We offer a competitive compensation package. Generous benefit package includes life, health, dental, PTO, holidays, and a 401(k)-retirement savings plan.
How to Apply For immediate consideration, please apply https://www.home.sandvik/en/careers/ for the Technical Support Supervisor position, Job Req. ID# R0074924.
Sandvik is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. Any applicant who, because of a disability, needs accommodation or assistance in completing an application or at any time during the application process should contact Human Resources at hrsolutions.us@sandvik.com. Sandvik also provides reasonable accommodations to employees with disabilities consistent with its obligations under the law.
