Product Support Manager - Underground Drills & Bolters

4684 SMC Region USC; Denver (CO); On-site; USD 150,000 - 160,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Disability insurance

401(k) retirement plan

Professional development

Job summary

Sandvik Underground Drilling Division is seeking a Product Support Manager to be based in Denver, CO. You will lead a team of experts, act as a trusted advisor to customers, and coordinate cross-functional efforts to resolve complex product challenges and deliver frontline readiness for new technologies.

The role requires extensive Sandvik equipment experience, strong English communication, and advanced technical reporting skills.

Qualifications

• Engineering / Technical degree or diploma is required.
• 8+ years experience on Sandvik equipment.
• Expert knowledge of Underground Drilling equipment, Rock Drill Technologies, and Automation on Sandvik’s i-SERIES; familiarity with decentralised automation, bus technology, controls, mechanics, hydraulics, pneumatics, electrics.
• Proficient in English and able to produce advanced technical reports.

Responsibilities

• Lead complex technical assignments as SME in Underground Drilling.
• Lead a team of Underground Drilling experts and mentor trainers.
• Act as trusted advisor to customers and identify solutions for advanced product challenges.
• Coordinate with internal stakeholders to resolve product-related issues and ensure readiness for launches.
• Serve as technical liaison between Sales Area and Product Line/factory and deliver training packages.

Skills

Sandvik equipment experience

English proficiency

Technical report writing

i-SERIES automation knowledge

Education

Engineering / Technical degree or diploma

Job description

Sandvik Underground Drilling Division of Mining & Ground Support is looking for a Product Support Manager. Sandvik has a strong platform based on our world‑class R&D capabilities, and premium, high‑tech products. We are at the forefront of automation, digitalisation and electrification, and sustainability is an integral part of how we do business. We seek bright, curious, and forward‑thinking multi‑cultural team members who are motivated by serving customers and employees, in future proofing business and thrive in an inclusive learning culture. We offer competitive wages and benefits, strong support for learning and professional development, and opportunities to grow a successful, rewarding career in a diverse, collaborative, and globally connected organisation that values innovation, fairness, and long‑term impact.

Sandvik Mining and Rock Solutions is a mining industry leader of and full‑service provider of equipment and consumables to underground hard rock mining and tunnelling. We engineer an extensive range of underground drill rigs for mining development and production. Available in a variety of feed lengths, boom configurations and size classes, our underground drill rigs maximise productivity while delivering the lowest cost per metre. We offer battery‑driven underground drills for all underground drilling applications.

The Underground Drill Product Support Manager will be based out of the Denver, CO office.

Key Responsibilities

• Leading complex technical assignments as SME in Underground Drilling
• Leading a team of Underground Drilling experts
• Acting as trusted advisor to customers, identifying solutions for advanced product challenges
• Coordinating with internal stakeholders (Application Engineers, Account Managers, Product Masters, Technical Specialists) to resolve product‑related issues
• Serving as a primary technical liaison between the Sales Area and Product Line/factory.
• Driving frontline readiness for new technologies and product launches (parts, training, resources)
• Developing and delivering machine‑specific training packages, both operator and maintenance, across the Sales Area.
• Team Leadership & Mentoring: Lead and mentor a team of operator trainers, fostering professional development and ensuring consistent delivery of high‑quality technical expertise to customers.
• Drilling Optimization Programs: Direct the planning and execution of drilling optimisation programmes with customers, enabling partner customers to improve the productivity of their underground drills.
• Technical Advisory Services: Ensure the team is equipped to advise customers on technical calibration and fine‑tuning of their underground drills, maintaining a high standard of hands‑on technical competence.
• Value Delivery & Utilisation: Ensure the team consistently delivers measurable customer value and that expert time is planned, tracked, and invoiceable in line with business targets.
• Maintenance Advisor: Advanced Technical Support: Directly and through the team, support internal site teams on specialised installations, inspections, and repairs; provide second‑line support and troubleshooting for complex product issues; engage with customers on the most advanced cases, including warranty inspections and corrective campaigns.
• Problem Analysis & Resolution: Lead and coordinate the analysis of failed products, reporting of anomalies, and proactive development of solutions to prevent recurrence; ensure the team recommends or implements product/process improvements to enhance system performance.
• Knowledge Management & Efficiency Optimisation: Drive the transfer of technical knowledge within the team and internal stakeholders to solve complex problems; ensure technical data is collected and documented; prioritise energy efficiency, environmental impact, and maintenance cost when proposing support actions.
• Health & Safety: Enforce and lead compliance with Sandvik’s EHS and SHEQ standards, including applying safety updates, conducting incident investigations, and reporting non‑conformities; promote continuous safety improvements through proactive measures, leadership, and adherence to all relevant procedures and bulletins.
• Planning & Reporting: Provide technical input for project documentation including specifications, cost/material estimates, schedules, reports, and commissioning support; perform system adjustments and product testing during new product launches for the sales area.
• Document and report findings to a database and deliver actionable recommendations to enhance customer service and process efficiency.
• Customer Value Add: Technical Expertise & Advisory: Serve as a subject matter expert and ensure the team provides specialised guidance to clients and internal teams on product applications, processes, and mining conditions.
• Customer Engagement & Solution Development: Build strategic customer relationships and act as a trusted advisor, both directly and through the team, supporting solution identification and operational improvements tailored to customer needs.
• Sales & Operational Support: Deliver application‑specific advice to sales teams, contribute to cost proposal reviews, and ensure the team supports product operational readiness during fleet transitions to Sandvik solutions.
• Collaboration: Expert Network & Technical Coordination: Be an active member of global expert networks and encourage team participation; facilitate technical knowledge exchange between back‑line support, the team, and the Sales Area.
• Training & Product Support: Lead technical and product training initiatives directly and through the team, ensuring accurate course content, and oversee the delivery of workshops/seminars for the equipment division.
• Feedback & Collaboration: Ensure technical feedback is collected, documented, and relayed to product lines by the team; chair monthly technical reviews; collaborate with Parts & Services division on training materials, toolkits, and implementation plans.
• Product Lifecycle & Project Readiness: Own the technical/application aspects of product launches and phase‑outs; manage operational readiness for large‑scale projects, leveraging the team’s expertise in execution.

Minimum Qualifications

• Engineering / Technical degree or diploma
• Additional 8+ years experience on Sandvik equipment
• Expert Equipment knowledge and skills Underground Drilling Equipment Rock Drill Technologies Automation on Sandvik Underground Drilling Offering i‑SERIES (expert skills and knowledge) Decentralised Automation – Bus Technology, Control Systems, Mechanics, Hydraulics, Pneumatics, Electrics
• Proficient in English, both written and verbal
• Advanced technical report writing

Preferred Qualifications

• Advanced coaching / trainer experience on mining equipment
• Advanced digitised system knowledge relevant to equipment

Location: Denver, CO

Compensation Range: $150,000 to $160,000

Work authorization Must have the legal right to work in the United States on an indefinite basis without employer sponsorship. (Please note: temporary work authorisations, including OPT, do not meet this requirement.)

This position will be posted a minimum of 5 days, or until filled.

Benefits

Sandvik offers a comprehensive total compensation package, including a competitive benefits package of health, dental, and disability insurance and an outstanding 401(k) retirement savings plan. We also provide opportunities for professional competence development, training, and career advancement.

Sandvik is an equal opportunity/affirmative action employer. All applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. Any applicant who, because of a disability, needs accommodation or assistance in completing an application or at any time during the application process should contact Human Resources at [e-mail]. Sandvik also provides reasonable accommodations to employees with disabilities consistent with its obligations under the law.