Mining Technical Support Engineer - Remote & Travel

Wenco International Mining Systems; United States; Remote; CAD 80,000 - 95,000; Full time

Job summary

Wenco International Mining Systems, a Hitachi subsidiary, seeks a Technical Services Analyst to resolve software, hardware and network issues for mining clients across North America. You will own cases from first contact to resolution, support implementations, and provide on-site or remote training as needed.

You will work with fleet management and real-time systems, employing root cause analysis and documenting findings while building strong client relationships.

Qualifications

• 1–5 years of user and administrator support experience with an enterprise-class software system.
• Experience with fleet management systems and high-precision or machine health products.
• Databases and SQL administration with OpenTSDB/InfluxDB knowledge.
• Real-time software systems and mobile computing experience.
• Windows networking, virtual machines, Linux/Windows Server administration.
• GNSS and RTK knowledge advantageous.
• Mining experience or knowledge is an asset.
• Strong analytical and problem-solving skills with clear communication.
• Ability to prioritize across competing client needs and work under pressure.
• Diploma or degree in electronics, engineering, CS, mechatronics or related IT/mining discipline.

Responsibilities

• Provide timely phone, email and remote-access support to existing clients.
• Triage and own client issues through to resolution and document cases.
• Troubleshoot software, hardware and network problems remotely.
• Escalate complex cases with complete documentation.
• Support implementations and upgrades with remote prep and site travel when needed.
• Deliver one-on-one and classroom training to clients remotely or on site.
• Build long-term relationships with client personnel.
• Maintain test environments mirroring client systems.
• Follow quality, documentation and escalation standards.

Skills

User support

Troubleshooting

Communication

Prioritization

Teamwork

Analytical thinking

Real-time systems

Education

Electronics/Engineering/CS/Mechatronics degree

Tools

OpenTSDB

InfluxDB

VMs

Linux/Windows Server

SQL

GNSS/RTK

Job description

Wenco International Mining Systems, a Hitachi subsidiary, seeks a Technical Services Analyst to resolve software, hardware and network issues for mining clients across North America. You will own cases from first contact to resolution, support implementations, and provide on-site or remote training as needed.

You will work with fleet management and real-time systems, employing root cause analysis and documenting findings while building strong client relationships.