Customer Experience Specialist

Talent International is searching for an experienced Customer Experience Specialistto join our client, a large mining company based in Eight Mile Plains on an Permanent Basis.

// Permanent Role
// 2 Days WFH Per Week
// Eight Mile Plains, Brisbane Location

The role:

The Customer Experience Specialist acts as the primary point of contact and technical solution Subject Matter Expert (SME) for the installation, configuration and use of the asset health and condition monitoring system. The specialist will be the central point of information, enquiry and technical support to ensure benefits realization for the mine and related digital solutions for both current and prospective dealer-users. The successful candidate will leverage their deep working knowledge of asset management and its technologies, to help the dealer teams optimise implementation, configuration and usage. The specialist will also educate dealers and users about the product and help them understand, generate and detail the value of digital solutions.

Responsibilities

• Become the SME and primary point of contact for implementation, support and value generation for the mine technical solution for dealers and their customers.
• Coordinate PoV implementations between dealers and delivery teams and work with dealer and client’s staff to support the in-field installation of the mine’s PoV and subsequent ecosystem partner solutions.
• Maintain a regular contact cadence with dealers to address any technical or solution usage questions, concerns or roadblocks associated with either the use or installation of mine technology.
• Monitor the status of the PoV with individual dealers and provide timely updates on any progress, risks, or issues.
• Understand the costs and value from implementation, configuration, training and support of solution and work with Solution Manager to determine value and contribution to overall profitability
• Assist with being the first layer of technical mine support for dealers and coordinate with Client’s Support as required to establish, document and continuously improve business processes.
• Create, maintain and provide system documentation.

  Requirements

• 5+ years technical customer support experience in mining equipment and software-based asset health solutions
• Knowledge of asset management principles, processes, KPIs, standards, and best practices in the mining industry
• Experience with reporting in multiple BI / analytics tools
• Previous experience with asset health technologies and services for mining or similar industry (e.g. oil and gas, etc.) is a plus

  How to Apply:
  To find out more, please “Apply for this job” or contact James Grierson or Mats Rorvik on 07 3221 3*** or **************@talentinternational.com
  For a list of all vacant positions, please see our website www.talentinternational.com