Product Support Engineer

HBT Is seeking a motivated and skilled Product Support Engineer. This is an exciting opportunity to join a local organisation operating globally!

About us:

HBT GmbH, headquarters in Luenen, NRW, Germany, is a world-class machine manufacturer and fully integrated single solution provider - specializing in systems and equipment for underground coal mining. The company exports its high-performance longwall mining equipment to all major mining markets worldwide, strategically located in 15 countries including Australia. 

The core HBT facilities have the capability for research, development, design, manufacture and testing of longwall mining equipment in-house. All HBT products and systems are produced to the highest standards and compliant with international regulatory requirements. 

In addition to machine manufacturing, HBT also manufactures high-quality OE parts and provides world-class support services for their equipment to ensure their customers succeed. 

About the role:

The Product Support Engineer will oversee the performance and deployment of the longwall Coal Clearance Systems (Inclusive of AFC, BSL, Crusher, Bootend and Gearbox drive systems), ensuring customers receive the maximum value from our equipment. This role involves monitoring the equipment's functionality and providing technical support to relevant stakeholders, so they can meet their productivity targets. Additionally, you will act as the main point of contact for customer upgrade and enhancement requests. 

The Product Support Engineer’s key responsibilities include: 

• Acting as a primary point of contact to identify product enhancements, product issue resolution, investigate causes of failure including use of RCA techniques, and establish priorities for resolution. 
• Acting as a primary point of contact on CPI (Continuous Product Improvement) projects, working closely with global Engineering teams.
• Defining problems including; observed symptoms, researching available data, information needed, plans needed for fixes, conditions encountered, identifying root cause while working with relevant stakeholders.  
• Initiating action for product enhancement through the continuous improvement of processes and documenting to assess impacts of issues.
• Initiating preparation and distribution of technical publications to identify problems, communicate resolutions and announce product improvements.
• Providing input to NPI (New Product Introduction) team for the setting of serviceability, reliability, and durability goals and pilot test program.
• Providing customer centric technical Product Support, training and lifecycle management advice to distribution network and relevant stakeholders. 
• Managing the HBT product warranty process and goodwill budget, within the set guidelines and budget approval limits.  
• Supporting relevant stakeholders with technical guidance for managing customer problems with product deficiencies and identifying new market needs/ technologies to be considered to enhance the product.  
• Participating in design reviews for new equipment and upgrades.
• Leading and controlling Coal Clearance system inspections to ensure relevant elements meet given requirements. 
• Conducting distribution network/customer site visits to personally provide technical assistance on field problems and for follow-up purposes.
• Attending regular meetings with key HBT teams in other regions and time zones, to address equipment updates. 
• Valuing a strong focus for safety of self and others

About you:

Qualifications/ Experience: 

• Bachelor of Engineering or relevant Trade Qualifications in the Mechanical Engineering field. 
• 5 plus years of experience in service, service engineering, and Product Support-related positions. Preferably with Longwall Experience. 

Desirable Criteria

• Strong customer relations and communication skills, ability to work with other cultures.
• Experience with the HBT Coal Clearance Systems product. (Inclusive of AFC, BSL, Crusher, Bootend and Gearbox drive systems), 
• A deep understanding of the HBT product application and its technical specifications.
• Knowledge of HBT Coal Clearance systems, mechanical and hydraulic design principles and electrohydraulic control system functionality. 
• Strong Mechanical aptitude and understanding of industrial hydraulic systems.
• Ability to successfully work autonomously.
• Positive attitude with a can-do mantra
• Strong Analytical thinking skills with the ability to analyse data, identify trends and patterns to make informed decisions/recommendations.
• Strong technical report writing skills. 
• Ability to travel, domestic and International as required. 

Why join us?

We offer a competitive salary package as well as opportunities for professional development and growth. This is a full-time position with career development and progression available. If you are ready to make a meaningful impact and contribute to a positive work environment, we encourage you to apply for this role opportunity.

HBT Australia Pty Limited is an equal-opportunity employer committed to diversity and inclusion within the workforce.