Product Support Technician

at  Position Partners

ABOUT YOU:

To excel in this role, you should possess:

• Previous support experience, ideally supporting Mining Operational Technology
• Experience in managing a team with a dynamic workload
• Proven ability to develop relationships with customers and provide a professional service
• Interest in developing a comprehensive business understanding and broad technical knowledge to enhance support provision
• Experience delivering technical training to field service technicians and customers
• Site networking experience (WiFi, UHF, VHF, Network RTK).
• Experience with high-precision machine guidance and fleet management systems.
• Strong judgment and attention to detail with a focus on risk management and urgency.
• A customer-centric approach.
• Advanced project administration and leadership skills.
• Basic understanding of SQL/MySQL server databases or survey knowledge

ROLE OVERVIEW

Aptella is seeking a Product Support Technician to spearhead and optimize remote support services encompassing Operational Technology (OT). This role entails leading the support team’s development and executing service strategies to ensure our customer achieve maximum benefit from OT platforms.
Utilising state-of-the-art technology to monitor fleet performance and high-precision machine guidance, the role requires an analytical and problem-solving mindset crucial for troubleshooting issues and aiding customers in achieving their objectives.
This is a full-time permanent role based at our Archerfield Office.

KEY RESPONSIBILITIES:

• Provide effective leadership to the support teams facilitating customer support
• Oversee communications and relations with the onsite Technical Services team, emphasising support and preventive maintenance
• Manage the supply of resources, parts, and equipment for planned and unplanned maintenance
• Maintain relationship with key suppliers for product support and development
• Coordinate and conduct scheduled meetings with Suppliers and customers
• Maintain a detailed case management system for all active cases
• Manage all facets of predelivery processes and process RMA’s
• Gather, report, and communicate customer feedback on service, technology, and product delivery
• Create and report product improvement ideas including functional enhancements
• Show abilities in time management, planning, and organisation, capable of handling multiple priorities to achieve objectives

To excel in this role, you should possess:

• Previous support experience, ideally supporting Mining Operational Technology
• Experience in managing a team with a dynamic workload
• Proven ability to develop relationships with customers and provide a professional service
• Interest in developing a comprehensive business understanding and broad technical knowledge to enhance support provision
• Experience delivering technical training to field service technicians and customers
• Site networking experience (WiFi, UHF, VHF, Network RTK).
• Experience with high-precision machine guidance and fleet management systems.
• Strong judgment and attention to detail with a focus on risk management and urgency.
• A customer-centric approach.
• Advanced project administration and leadership skills.
• Basic understanding of SQL/MySQL server databases or survey knowledg