Technical Support Engineer

Sandvik; Shah Alam; On-site; MYR 70,000 - 90,000; Full time

Job summary

A global leader in mining equipment is seeking an experienced technical support professional in Shah Alam, Malaysia. The role involves providing front-line troubleshooting support for Sandvik's equipment, coordinating with various teams, and ensuring effective customer assistance. The ideal candidate must possess relevant engineering qualifications and a minimum of 5 years of hands-on experience with mining-related machinery. Strong customer service skills, proactivity, and the ability to work well under pressure are essential for success in this role.

Qualifications

• Minimum 5 years of experience in maintenance, repair and troubleshooting of Sandvik equipment.
• Hands-on experience with mobile/heavy earthmoving and hydraulic systems.
• Strong customer service focus and ability to work under pressure.

Responsibilities

• Provide front-line troubleshooting support for Sandvik’s equipment.
• Coordinate with back-line teams to resolve technical issues.
• Conduct product launch, testing, and commissioning services.

Skills

Customer service focus

Proactive self-motivation

Team collaboration

Problem-solving

Education

Relevant qualifications in Engineering

Tools

MS Office

Job description

Responsibilities

• Provide front-line trouble-shooting support directly with customers of Sandvik’s equipment
• Co-ordination with back-line / factory team to assist in helping to resolve technical issues
• Provide support for start-up of new Sandvik Equipment on customer’s site
• Root Cause Analysis/Trouble Shooting (only 2nd line support)
• Collects technical feedback in Sales Area (inputs into Database)
• Make recommendations based on reports to better serve the customer and improve processes.
• Perform adjustments of systems on client equipment.
• Work proactively to develop new solutions to prevent recurring problems.
• Upon request, provide application advice to sales and review operating cost proposals.
• Takes technical and application ownership of market releases of new products and new product versions, and ramp down old products.
• Conduct product launch, testing and commissioning services.
• Support operational readiness activities for large projects.
• Support in technical details during New Product Development (NPD) process.
• Aftermarket support to Equipment divisions and Sales Areas.
• Prepare and execute all activities in line with SHEQ rules, regulations, procedures, instructions, guidelines, and promote awareness, including addressing anomalies to others.
• Coach, Mentor, Trainer (incl. knowledge transfer between factory and Sales Area).
• Collaborate with Parts & Services division and take technical responsibility toward training interventions in relevant Sales Area.

Qualifications

• Relevant qualifications in Engineering along with equivalent mining industry experience
• Minimum 5 years of experience in maintenance, repair and troubleshooting of Sandvik equipment such as surface drill, UG drills, loaders, trucks
• Hands‑on Experience in working with mobile / heavy earthmoving equipment in the field
• Hands‑on Experience in hydraulic systems for mobile / heavy earthmoving equipment
• Hands‑on Experience in electrical systems for mobile / heavy earthmoving equipment
• Good product knowledge of mining and construction equipment
• Preventative and breakdown maintenance experience
• Strong customer service focus and motivation and determination to achieve targets and goals
• Proactive, self‑motivated and demonstrate initiative
• Ability to perform under pressure, respond quickly to requests and achieve effective results within given and at times tight time frames
• Ability to be flexible and adaptable in response to organisational and operational change and develop creative solutions to problems
• Ability to work as part of an integrated, broad team
• Proficiency in MS Office applications
• High level of oral and written communication skills