Technical Support Representative

I8IS - Infiniti Software Solutions; Ottawa; Hybrid; CAD 143,270,000 - 157,046,000; Full time

Benefits offered by this job

Family-friendly benefits

Relocation support

Travel allowances

Job summary

Epiroc is seeking a Technical Support Representative in a hybrid role based in Canada. You will train account management teams and customers on product usage, diagnose technical issues, and support field improvements. Travel within and beyond Canada may be required.

The role emphasizes collaboration with Product Specialists and Global Technical Service, ensuring high-quality after-sales support and development of technical documentation.

Qualifications

• 3–5 years with the products.
• Mining related education or work equivalent.
• Must be experienced in and have a strong knowledge of Epiroc equipment.
• Red Seal Certified.
• Knowledge of machine electrical control systems (PLC, RCs, electro-hydraulic systems).
• Problem solving and time management skills.
• Good communication and multi-tasking abilities.
• Fluency in English and French is an asset.

Responsibilities

• Provide training to account management team and customers on product use.
• Diagnose and guide customers through technical issues.
• Field test and trials of product improvements and solutions.
• Provide after-sales technical support and documentation.
• Travel inside and outside of Canada as required.
• Liaise with Global Technical Service group and internal service teams.

Skills

Communication skills

Public speaking

French and English

Travel willingness

Education

Mining related education or equivalent

Red Seal Certification

Electrical control systems knowledge

Tools

Excel

Lotus Notes

Job description

Technical Support Representative

Functional area: Service

Onsite or Remote: Hybrid

Country/Region: CA

City: Lively

Location: Lively, ON, CA, Val D'Or, Quebec, CA

United. Inspired. Performance unites us, innovation inspires us, and commitment drives us to keep moving forward.

All new thinkers are welcome. We are looking for candidates who want to develop, grow, and dare to think new. Innovation is an important part of our DNA. If you appreciate an environment where you get to think new and constantly evolve, you will thrive here.

About us. 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.

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

• Competitive wages and annual employee bonus and incentives as applicable to certain positions.
• Family-friendly benefits package.
• Company matching group retirement savings plan.
• Paid vacation and sick time.
• Fleet vehicles and travel allowances.
• Support for relocations.
• Employee perks and discounts.
• Trades apprenticeships.
• Support for growth, training and education.
• Progressive flexible work arrangements as applicable to certain positions.
• Employee social engagement activities and Company-sponsored events including fundraising, family, and community involvement.
• Sustainable employment and growth.

Join Our Team as a Technical Support Representative!

Work Type: Hybrid

Responsibilities:

• To provide training to our account management team and customers on use of product
• Help diagnose and guide internal and external customers through technical issues
• Field test and trials of product improvements solutions
• Product application support, working with Product Specialist Team
• Quality assurance for both shop and field teams
• Major warranty investigations, warranty claim reporting back to the factory
• Report concerns of product lines to the PC both Capital and Remanufactured Equipment
• Service Technician Mentoring
• Ocasional Global Support
• Travel inside and sometimes outside of Canada.
• Provide machine shipping documents (Diesel notes, MIcards, ect)
• Release and manage National TSNB
• Test new and existing products on customer work sites
• Provide "hands on" technical support in the after-sales process
• Develop technical documentation and other sales tools
• Administrative duties, i.e. pricelist updates, Lotus Notesdatabases, etc.
• Manage projects from inception to completion
• Product development and continuous improvement
• Assist in Local modifications requests
• Conduct productivity studies
• Utilize data supplied by our customers
• Collect data by observation underground
• Write field reports and communicate to the PC
• Productivity reports
• Trip reports and present finding to the PC and internal groups
• Meeting reports
• Help manage National Fleet
• Liaise with Global Technical Service group and internal service team
• Become well versed in all products and their available options
• Become well versed in Canadian specific requirements for all products
• Coach and Train field service teams as well as product administrators/planners.
• Regular customer visits
• On-going issues management and meetings with BEV sites at least for the first 6 months to a year
• Working with the training department to maintain and have good BEV training that is updated and relevant
• Collection of performance tracking to support real-time data

Knowledge/Education:

• 3-5 years with the products
• Mining related education and or work equivalent
• Must be experienced in and have a strong knowledge of Epiroc equipment.
• Red Seal Certified
• Knowledge of machine electrical control systems. (PLC, RCS, electro-hydraulic systems).
• Problem solving skills.
• Excellent time management skills, able to multi-task
• Good computer skills including, excel, multiple databases.
• A proven self-starter who requires minimum supervision.
• Good communication skills.
• Outstanding people skills, good listener, ambitious and patient
• Understanding of mechanical/hydraulic systems is benificial

Skills and Abilities:

• Strong computer skills. IE: Microsoft Office and Lotus Notes
• Familiarity with ISO processes and procedures
• Excellent organizational skills
• Ability to multi task and prioritize
• Strong communication skills, both verbal and written
• Interpersonal abilities
• Public speaking and presentation skills
• Willingness to travel
• Willingness to go underground
• A proven track record as a strong team member
• A self starter
• Fluency in both French and English would be an asset

Expected compensation range: $50.00 - $55.00 an hour

Join us, and be part of a diverse, electrifying, innovative and highly collaborative team! An inclusive workplace that allows people to thrive. Inclusion is foundational for our culture. We want all our people to have a strong sense of belonging. As we work in diverse teams across geographies, cultures, and professional areas, inclusive behaviour is something we expect from ourselves and each other. We are continually looking for ways to strengthen our inclusive culture.

A place where we all matter. Epiroc’s diversity approach is holistic, and our goal is to continue attracting, developing and retaining talented employees from diverse backgrounds, allowing us to benefit from a wide variety of experiences and perspectives.

We believe all persons are entitled to equal opportunity. We encourage applications from all qualified persons, including women, visible minorities, Indigenous Peoples, and persons with disabilities. We also welcome applications from non-Canadians who are eligible to work in Canada.

We want you to take part in our journey. Accommodations are always available on request for candidates taking part in all aspects of the selection process. If contacted regarding your application, please advise your Human Resources representative should you require accommodation to attend an interview or participate in the selection process.