Technical Support Engineer

Sandvik; Shah Alam; On-site; MYR 30,000 - 70,000; Full time

Job summary

An established industry player is seeking a dedicated technical support engineer to provide exceptional front-line troubleshooting for their cutting-edge equipment. This role involves collaborating with customers to resolve technical issues, conducting product launches, and supporting operational readiness for large projects. The ideal candidate will have extensive experience in the mining industry, particularly with heavy earthmoving equipment, and possess a strong customer service focus. Join a dynamic team where your proactive approach and technical expertise will drive innovative solutions and enhance customer satisfaction in a fast-paced environment.

Qualifications

• 5+ years of experience in maintenance and troubleshooting of heavy equipment.
• Hands-on experience with hydraulic and electrical systems in the field.

Responsibilities

• Provide troubleshooting support and coordinate with the factory team.
• Conduct product launches and support operational readiness activities.

Skills

Troubleshooting

Customer Service

Problem Solving

Communication Skills

Proactive Attitude

Team Collaboration

Adaptability

Education

Engineering Qualification

Tools

MS Office

Job description

Main 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.

Job Requirements

• 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