Drilling Equipment Product Support Specialist

Epiroc Group; Harrisburg (Dauphin County); Remote; USD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a Drilling Equipment Product Support Specialist to provide technical support and training for their innovative products. This remote role involves extensive travel and requires a blend of technical expertise and problem-solving skills to enhance customer satisfaction. You will work closely with service centers and customers, ensuring efficient operations and maintaining high standards of service. Join a dynamic team where collaboration and innovation are at the forefront, and contribute to the development of cutting-edge solutions in the mining and construction sectors.

Benefits

Health Care Coverage

401(k) Plan

Paid Vacation

Life and AD&D Insurance

Employee Assistance Program

Wellness Program

Short and Long-term Disability Insurance

Flexible Spending Accounts

Health Savings Account

Qualifications

• Suitable combination of education and industry-related experience required.
• Demonstrated competence with industrial/commercial fluid power systems.
• High-level understanding of mining processes preferred.

Responsibilities

• Provide training and technical support for SED products and services.
• Facilitate testing new options for Capital Equipment.
• Communicate product and technical service activities to customers.

Skills

Critical Thinking

Problem-solving

Time Management

Technical Writing

Communication Skills

Education

Technical Degree

MSHA Training Certificate

Tools

MS Office

SAP

DocMine

Job description

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Drilling Equipment Product Support Specialist

Functional area: Service

Onsite or Remote: Remote

Primary Skills: Critical Thinking,Problem-solving,Time Management,

Country/Region: US

City: Harrisburg

Location:

Harrisburg, PA, US, 17122 Ludlow, MA, US, 1056 Elko, NV, US Salt Lake City, UT, US, 84104 Salt Lake City, UT, US, 84118 Tucson, AZ, US, 85706 Temecula, CA, US, 92590 Salt Lake City, US Elko, NV, US, 89801

Company name: Epiroc USA LLC

Date of posting: Apr 29, 2025

United in Performance. Inspired by Innovation.

Location:

Remote in the United States – West coast strongly preferred. Proximity to an international airport required.

Work Type:

This opportunity requires extensive travel, both nationally and internationally, up to 80% of the time. This opportunity follows an atypical schedule to meet business requirements, and the right candidate will be comfortable working outside of an 8:00-5:00 schedule. Candidates should also be comfortable working in an open air environment.

Sponsorship & Relocation:

This opportunity is NOT approved for Visa sponsorship and only candidates who currently have the right to work in the United States of America will be considered.

This opportunity DOES NOT provide relocation, only local candidates will be considered.

Mission:

The Product Support Specialist/Surface and Exploration Drilling provides training and technical support for our SED products and services. In this role, you will have the opportunity to share your technical expertise and problem solving skills in such a manner that it will result in improved customer satisfaction and efficiency. This role will require the Specialist to include real time problem solving of systems malfunctions, as well as design challenges that occur when a specific application challenges the engineering design envelope.

The preferred locations for this role are within close proximity to the following Epiroc service center locations: Harrisburg PA, Sacramento CA, Tucson AZ, Temecula CA, Salt Lake City UT. Consideration may also be given to candidates who are in close proximity (within 2 to 3 hours) of an international airport.Remote position

The work environment in the mining and construction industries has unique and interesting challenges one won't find in other professions. It is all encompassing, anywhere from office attire one day to working in a rough and rugged environment another day in some of the most beautiful and pristine areas of the world. This position is considered safety sensitive and in all situations an emphasis on personal health and safety must be maintained.

Responsibilities:

• Participate in the creation, documentation and implementation of operations and maintenance training to assist service centers, dealers and customers to achieve increased levels of efficiency and productivity
• Utilize Epiroc published documentation wherever applicable in order to present a consistent and repeatable message to customers, aligned with the Epiroc global training standard strategy
• Facilitate testing new options for Capital Equipment and Rock Drilling Tools (RDD), to maximize product longevity for the customer and deliver a superior product
• Maintain Epiroc Superior Standards through training and mentoring of all local Epiroc personnel with a focus on technicians
• Communicate all relevant product, technical service and training activities and work in partnership with all Epiroc groups and customers to sustain product integrity
• Prepare necessary information as requested whether routine or for special occasions, while maintaining alignment with Epiroc Technical Information Services (TIS) documentation
• Work to understand and utilize information and communication systems and tools, i.e. e-mail, DocMine, SAP, BPCS, Microsoft Office software, etc.
• Act on behalf of peer group members in their absence as and when called upon to do so by either design or circumstance
• The role has the responsibility to continually improve the capabilities of the front line service technicians to develop them to be self-sufficient in problem solving scenarios
• This role is responsible for understanding the application of the products and the ever changing environmental challenges to the application design requiring problem solving on an application level to maximize machine performance
• Drive product operational feedback up to the responsible Divisions through the use of Epiroc reporting systems such as WOL, ACIGN, personal communication and product counsel mediums
• Develop and promote the technical support of the Parts and Service Division business to ensure customer satisfaction with Epiroc capital equipment
• Ensure that the correct responsible departments are involved in the development of procedures to ensure that all US Customer Center (US CC) business process and technical support activities are performed in accordance with Epiroc published documentation standards
• In support of organization structure and efficiency, identify incoming requests that should be routed to other departments and collaborate on a seamless process to achieve the handoff
• Ensure competence development throughout the organization on product, technical and business process and administrative activities.
• Technical and administrative support to meet warranty recovery and requirement goals
• Provide key departmental reporting information back to management to allow continuous improvement decision making administrative steps with responsible stakeholders
• Manage, coach, train and lead employees in a fashion that is consistent with our company’s culture and management philosophy
• Organize, document, and maintain procedures for all Technical and Business Operations Support
• Maintain courteous and professional demeanor and communication with customers and internal staff at all times

Requirements:

• Suitable combination of education and industry related experience; credentialed technical abilities or ability to achieve Epiroc credentials upon employment is required
• Demonstrated competence with industrial/commercial fluid power and low voltage electrical control systems
• Working knowledge of diesel engines and rotary screw compressors
• High level understanding of the various material extraction (“Mining”) processes as well as application knowledge of drilling, excavating and material handling associated with the above-mentioned processes is preferred
• An advanced understanding of the control and navigation systems used on Epiroc and other OEM equipment
• Must possess an active, valid driver’s license
• Upon employment, possess required US Department of Labor (MSHA) and Safe Start Certificates, or agree to complete the training program(s), provided by Epiroc, to acquire the Training Certificates
• Proficient in MS Office (Excel, Word, Outlook)
• Excellent verbal, written and presentation communication skills
• Technical writing ability to provide documentation of events that allow accurate reenactment by stakeholders, not directly involved, to have a complete understanding of the event or events in order to apply technical or engineering support to prevent the reoccurrence and improve the product for future use
• Ability to work with a team, independently and be a self-starter
• Travel is expected, and will include time in active underground and surface mining/ mineral extraction sites. Amount will be dependent on employee location relative to the US service centers, dealers and customer locations, with both driving and air as the primary modes, though mainly the domestic US with some international travel. The general goal for travel is not to exceed 80% in a calendar year.
• Benefits eligibility begins the 1st of the month after start date
• Health care eligibility - including medical, dental, vision, prescription and telemedicine
• Wellness program
• Short and long-term disability insurance
• Life and AD&D insurance
• Flexible Spending Accounts (FSAs) and Health Savings Account (HSA)
• Employee Assistance Program
• 401(k) plan
• Paid Vacation

About Epiroc:

Epiroc is a multinational company with a presence in 150 countries; which with innovative technology, develops and provides safe and state-of-the-art equipment, such as drilling machinery and construction tools for use in surface and underground mining.

It also offers world-class after-sales services and solutions for automation, digitalization and electrification.

Life at Epiroc:

By joining our team, you will be part of a group of knowledgeable and helpful colleagues who live by our core values: collaboration, commitment and innovation.

The work environment in the mining and construction industries presents unique and interesting challenges that you will not find in other industries.

Our culture is characterized by care for work-life balance, professional development, global professional opportunities and an epic benefits package

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

In the 150 countries where you can find Epiroc, we encourage our employees to take ownership of their own development and careers with the support from their leaders.

We are committed to give you every opportunity to succeed in a culture of innovation, diversity and collaboration, combined with a caring atmosphere.

Diversity and sustainability are key to grow fresh and innovative ideas and solutions for our customers. Epiroc is a leading manufacturer for the mining and infrastructure industries. Learn more atwww.epirocgroup.com