Technical Support Manager - Automation

SANDVIK MINING AND CONSTRUCTION S.E.A. PTE. LTD.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A global mining technology company is seeking a Technical Support Manager - Automation based in Singapore. This full-time role involves leading product support and training for AutoMine systems, engaging with key customers, and coordinating with sales teams. The ideal candidate has a strong technical background in automation, extensive experience in the mining industry, and excellent communication skills. Join a company promoting sustainable development and offering good employee benefits.

Benefits

Good employee benefits

Opportunities for professional development

Inclusive corporate culture

Qualifications

• Minimum 5 years of experience in autonomous and information management systems in the mining industry.
• In-depth knowledge and experience of Sandvik AutoMine® systems.
• Experience with machine CAN Bus control systems and IT systems.

Responsibilities

• Lead and coordinate product support activities for AutoMine systems.
• Support technical sales presentations and documentation.
• Develop customer training offering for AutoMine operators and technicians.

Skills

Technical qualification in electrical, mechanical or instrumentation discipline

Leadership

English proficiency

Customer relations skills

Highly developed time management skills

Education

Technical qualification

Tools

SQL

Windows server

Linux systems

Job description

Scope

We are recruiting for a Technical Support Manager - Automation in SEA. The Technical Support Manager is responsible for orchestrating the product support and training for the AutoMine product with our key customers and Territory product support teams. The Technical Support Manager will be the liaison between the Sales Area and the Division on all technical matters. This role is a full-time role, based in Singapore and global travel is part of the role. We will consider alternative locations within SEA for the right candidate.

Key Responsibilities

• Lead and coordinate product support activities for AutoMine systems including resource planning, commissioning and lifecycle support.
• Work closely with Sales Area and Territory sales teams to plan and execute successful scoping and systems delivery.
• Support technical sales presentations and documentation.
• Responding to technical support queries between Territory organisations / Customers and the backline factory channels for the active systems within the Sales Area.
• Coordinating technical meetings with key persons in the backline to address priority concerns.
• Ensuring Territory organisations are working towards technical self-sufficiency through eLearning engagement, attending applicable virtual and face-to-face trainings, product master development plans, implementing latest available tools, preparing territories for Automation implementation.
• Coordinating new equipment introductions, factory support and ad-hoc gap training, where applicable.
• Coordinating operational readiness deliverables, where applicable.
• Ensuring safety and service bulletins are being managed and implemented, where applicable.
• Support with regards to any liability or risk related performance issues and where applicable support the coordination of safety recall or safety related bulletins in terms of distribution and understanding to the territories.
• Review warranty claims to understand any trend or pattern and provide input to product management and / or engineering to address.
• Ensuring feedback and warranty cases are being addressed.
• Develop customer training offering for both AutoMine® operators and technicians.
• Monitor and report on trends for changes to current specifications across the products, monitor product performance.
• Visit key customers directly or in conjunction with the sales team to provide technical support directly or through the expertise in the relevant Territories.
• Personal Leadership: Ensures that all activities are carried out in accordance with Company Values and current Company Policies and Procedures. Takes responsibility for personal development and enhancement of skills. Proactively ensures community involvement within the area of responsibility. Develop strong relations with backline product managers.

Requirements

• Technical qualification in an electrical, mechanical or instrumentation discipline, with a focus on automation or control systems would be an advantage.
• Minimum 5 years of experience in autonomous and information management systems in the mining industry and working with high performance technical teams.
• In-depth knowledge and experience of Sandvik AutoMine® systems (Lite, Multi-Lite, Fleet and MPM).
• Prior experience with machine CAN Bus control systems and IT systems including IP Protocols, Communications Protocols, MS Project.
• Well versed in SQL, Windows server, Linux systems and Wi-Fi systems would be advantageous.
• Experience with system support and remote support experience.
• English proficiency.
• Leadership, Ownership and Accountability of the job responsibilities.
• Flexible, self-motivated with demonstrated initiative.
• A sound understanding of the mining and tunnelling industry and business processes.
• Strong customer relations skills.
• Highly developed time management and organisational skills.
• Excellent communication and interpersonal skills.
• High level of drive and determination to achieve targets and goals set for customer satisfaction.

What is in it for you?

We offer you versatile and interesting tasks in international business environment, as well as the opportunity to develop your own professional skills and career. In addition, we offer good employee benefits and inclusive corporate culture focused on sustainable development, with values such as Innovation, Fair Play, Customer Focus and Passion to Win. Visit our stories hub, LinkedIn, Facebook to get to know us better.