Technical Support Specialist

Attio; Newcastle; On-site; AUD 130,000 - 190,000; Full time

Benefits offered by this job

Company vehicle

Discounted employment benefits

Job summary

HBT Australia is seeking a Senior Technical Support Specialist to monitor equipment performance and provide expert technical support to customers. You will coach and lead the TSS team, assist with installation, commissioning, and repairs, and drive continuous improvement in service delivery.

You will travel to customer mine sites across New South Wales, engage with stakeholders, and contribute to product enhancements while maintaining a strong safety focus across all activities.

Qualifications

• Bachelor of Engineering or relevant Trade Qualifications in the Mechanical Engineering field.
• 5+ years of experience in service, service engineering, and product support-related positions.
• Willingness to travel to customer mine sites across New South Wales.

Responsibilities

• 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, issue resolution and RCA investigations to set resolution priorities.
• Defining problems, researching data, planning fixes, identifying root causes with stakeholders.
• Leading AFA workshops and driving engineering solutions with the team.
• Coordinating materials, parts, documentation and equipment for service activities.
• Providing expert advice during breakdowns to minimise production losses.
• Delivering training to HBT employees and customers on equipment operation and maintenance.

Skills

Team leadership

Analytical thinking

Customer relations

Communication skills

Education

Bachelor of Engineering

Trade qualifications (Mechanical)

Job description

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Senior Technical Support Specialist

2322 Woodberry HBT Group

Posted 5 days ago

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Job Description

Summary:

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

About us:

HBT Australia is responsible for the overhauls of longwall machinery across NSW. This role will predominately look after Narrabri.

HBT is an equal-opportunity employer committed to diversity and inclusion within the workforce.

At HBT you will enjoy a competitive remuneration package including a company vehicle, discounted benefits available through employment hero, salary sacrifice options and a genuine bunch of people to work with who are experts on the HBT OEM equipment.

If you are ready to make a meaningful impact and contribute to a positive work environment, we encourage you to apply for this role.

If you love building relationships, working closely with clients and keeping them accountable against their own goals, and being the person they rely on to get real results, this role is built for you.