Senior Technical Support Specialist

HBT Group; Mackay Regional; On-site; AUD 120,000 - 160,000; Full time

Job summary

HBT Group is seeking a Senior Technical Support Specialist to monitor equipment performance and provide technical support to stakeholders, including supervising and assisting with installation, commissioning, and breakdown repairs. You will lead a team of TSS and drive continuous improvement, including RCA investigations and CPI projects.

The role involves extensive field work, customer liaison, training delivery, and collaboration with Life Cycle management, with occasional travel to mine sites

Qualifications

• Minimum 5+ years in service, service engineering, or product support roles.
• Experience with Longwall preferred.
• Willingness to travel occasionally.
• Bachelor of Engineering or relevant trade qualifications.
• Certificate IV or higher qualifications preferred.
• Trainer/assessor qualifications are highly regarded.
• Coal Board Medical certification is advantageous.
• Ability to work autonomously in a field environment.

Responsibilities

• Coach and lead a team of TSS and provide escalation point for customers.
• Identify product enhancements and establish priorities for resolution.
• Lead CPI projects and collaborate with Life Cycle Manager.
• Define problems, root cause analysis and gather necessary data.
• Prepare and distribute technical publications for resolutions.
• Provide customer-centric technical product support and lifecycle advice.
• Conduct field/site visits and provide field problem guidance.
• Deliver training to HBT employees and customers.
• Identify new sales opportunities and communicate internally.
• Attend meetings across regions to discuss equipment updates.
• Ensure strong safety focus in all activities.

Skills

Leadership

Analytical thinking

Customer relations

Communication skills

Travel willing

Safety focus

Budgeting

Education

Bachelor of Engineering or relevant trade qualifications

Job description

This role involves monitoring the equipment's functionality operating environment and practices and provides technical support to relevant stakeholders, so they can meet their productivity targets. Additionally, you will act as the Coach, Leader and the escalation point for the Technical Support Specialist (TSS) by providing technical support, including supervising and assisting with the installation and commissioning of equipment, along with breakdown repairs as required. Ensuring our customers receive the maximum value from our equipment.

Responsibilities:

The Senior Technical Support Specialist's key responsibilities include:

• Coaching and leading a team of TSS by imparting equipment and operational knowledge, training and providing an escalation point for customers products
• Acting as a primary point of contact to identify product enhancements, product issue resolution, investigate causes of failure including use of RCA techniques, and establish priorities for resolution.
• Acting as a primary point of contact on CPI (Continuous Product Improvement) projects, working closely with Life Cycle Manager.
• Defining problems including observed symptoms, researching available data, information needed, plans needed for fixes, conditions encountered, identifying root cause while working with relevant stakeholders.
• Initiating action for product enhancement through the continuous improvement of processes and documenting to assess impacts of issues.
• Initiating preparation and distribution of technical publications to identify problems, communicate resolutions and announce product improvements.
• Providing customer centric technical product support, training and lifecycle management advice to distribution network and relevant stakeholders.
• Supporting relevant stakeholders with technical guidance for managing customer problems with product deficiencies and identifying new market needs/ technologies to be considered to enhance the product.
• Conducting distribution network/customer site visits to personally provide technical assistance on field problems and for follow-up purposes. Site visits would be a minimum of 1 day/ week per sites appointed.
• Attending regular meetings with HBT Customers, TSS team members and HBT teams which maybe in other regions and time zones, to address equipment updates.
• Valuing a strong focus for safety of self and others
• Performing service tasks, identifying/resolving technical problems and carrying out analysis through onsite activity in any service categories (installation and commissioning, maintenance, repairs, upgrades and retrofits).
• Proactively identifying potential equipment failures and requesting proactive corrective actions. Troubleshooting equipment failure and making recommendations to avoid repeating the problem in the future.
• Lead and Conduct AFA (applied failure Analysis) workshops and investigations into high level, high significance failures both Mechanical and Electrical. With the support of HBT Engineering where needed. And develop with Engineering solutions to prevent other occurrences.
• Coordinating, preparing and ensuring that all materials, parts, documentation and equipment are available and at the appropriate quality for service activities.
• Performing equipment health inspections, validation and parameter audits.
• Gathering lifecycle data to assist in overhaul scope preparation and replacement equipment forecasting.
• Analysing equipment performance using historical and electronic data to identify optimisation opportunities.
• Providing expert advice and support during breakdowns to minimise production losses.
• Deliver training to HBT employees and customers on equipment operation and maintenance.
• Creating and maintaining a good relationship with customers and understanding their needs. Identifying new sales opportunities and communicating these internally.
• Strong customer relations and communication skills, ability to work with other cultures.
• Experience with the HBT products.
• A deep understanding of the HBT product application and its technical specifications.
• Knowledge of HBT systems, mechanical and hydraulic design principles and electrohydraulic control system functionality.
• Strong Analytical thinking skills with the ability to analyse data, identify trends and patterns to make informed decisions/recommendations.
• Strong technical report writing skills.
• Ability to travel, domestic and International as required.
• Certificate IV and above qualifications are highly regarded.
• Trainer and assessor qualifications are highly regarded.
• Coal Board Medical certification.
• Bachelor of Engineering or relevant Trade Qualifications in the Mechanical Engineering field.
• 5 plus years of experience in service, service engineering, and product support-related positions. Preferably with Longwall Experience.
• Strategic thinker with the ability to analyse complex problems, develop innovative solutions, and drive continuous improvement initiatives.
• Sound financial acumen and experience in budgeting, cost control, and resource management.
• Willingness to travel occasionally and work in a dynamic, fast-paced environment.
• Strong focus on safety.
• Willingness to travel to customer mine sites across New South Wales, including extended consecutive nights away from home.
• Availability to support customers outside of business hours and work alternative shifts (afternoon/night/weekend) as needed.
• Ability to work autonomously in a field environment.

Employee’s at HBT will:

• Look after their own health and safety.
• Ensure that their actions do not impact the health and safety of others.
• Follow organisational WHS procedures.
• Comply with any instructions regarding work health and safety.