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SalaryKomatsu is an indispensable partner to the construction, mining, forestry, forklift, and industrial machinery markets, maximising value for customers through innovative solutions. With a diverse line of products supported by our advanced IoT technologies, regional distribution channels, and a global service network, we tap into the power of data and technology to enhance safety and productivity while optimising performance. Komatsu supports a myriad of markets, including housing, infrastructure, water, pipeline, minerals, automobile, aerospace, electronics, and medical, through its many brands and subsidiaries, including Joy, P&H, Montabert, Modular Mining Systems, Hensley Industries, NTC, and Gigaphoton.
Modular Mining Systems is the global leader in mine management technology and a wholly-owned subsidiary of Komatsu LTD. Our innovative technology powers mine operations in every corner of the globe. The products we cultivate, the solutions we engineer, and the service we deliver set us apart in the Mining Technology industry.
We're more than a company, and we're a community of passionate, creative professionals striving toward a shared vision: revolutionizing the way the mining industry operates. With a presence stretching from Johannesburg to Vancouver, Sydney to Lima, you are part of a global brand that supports creativity, fosters innovation, and encourages you to think big, share ideas and be yourself.
Job Purpose
This full-time position is based in Milton QLD and will provide high level, senior technical support and improve usage of Modular Products and will learn Modulars core products and their best use practices.
We are seeking a highly motivated and energetic person who can deliver a superior, high level of professional excellence and contribute to maintaining our position as the world leading provider of advanced monitoring technology for ground engaging equipment.
Travel Requirements
Up to 20% Domestic
Up to 10% International
Job Duties and Responsibilities
- Deployment of Modular products - ensuring key tasks are completed within given timeframes, proactive communication and interaction with the clients and site.
- Troubleshoot issues during deployment - communicating progress to the client in a timely manner and issues are resolved to the satisfaction of the client.
- Provide technical customer support through task assigned processes using updates, testing and QA (quality assurance) methods to ensure product functionality.
- Diagnose root cause of problems, troubleshoot and issues/repairs within SLA (Service Level Agreement) timeframes.
- Coach Application Engineers and other junior employees on support procedures, product functionality, customer requirements etc.
- Assist in the reduction in the quantity of support tickets escalated to product engineers by using advanced system knowledge and tools to track down root causes of issues.
- Maintain documentation, systems and processes required to ensure effective provision of service and support and continuous improvement of processes and procedures.
- Opens and completes support tickets as required whenever the issue requires action, code changes or consumes more than thirty (30) minutes of support time.
- Identify and develop customisation needs such as reports per customer requirements.
- Ability to form part of a roster and be part of an on-call roster with the team.
- Degree qualifications in Engineering or relevant field.
- Experience working in a Product Support or service role working with IT and/or electrical control systems.
- Previous experience in a customer facing support role.
- Ability to remain clam, manage multiple, concurrent tasks and meet deadlines.
- Ability to effectively communicate with peers and customers and maintain effective working relationships.
- Systems knowledge such as: Microsoft SQL Server (TSQL/DBA), Microsoft SQL Server Reporting Services, Power BI, Azure, Scripting (Java, bash, PowerShell, batch), Windows Operating Systems (Windows 10 + and Windows 2012 + server) and basic networking knowledge.
- Knowledge of mining operations advantageous.
- We Live by Our 'SLQDC' Vales: Safety, Compliance and Law, Quality and Reliability, Delivery and Cost
- Insurance Cover: Death and Income Protection Insurances provided during your employment
- Yearly Bonus: Potential for all employees to receive a yearly bonus
- Healthy Lifestyles: Reimbursements for a healthy lifestyle (gym memberships or sporting activities)
- Work life balance: Hybrid work and 9 day fortnight options
- Study: Educational Reimbursements for study applicable to your role or future progression within the company
- Inclusivity and Diversity: We are an Equal Opportunity Employer and we value diversity and inclusion in the workplace. We welcome all candidates to apply.
- We Care: Our peoples' health & wellbeing is imperative to us, so we offer a Wellbeing Program for confidential psychology services for the whole family.
Applications close: 31 January 2024
Modular Mining Systems Pty Ltd is an Equal Opportunity Workplace. All qualified applicants will receive consideration for employment without regard to gender, race, age, disability, sexual orientation, or religion.
