Wenco International Mining Systems (www.wencomine.com), a subsidiary of Hitachi Construction Machinery, provides industry leading, innovative technologies to customers in the mining and material movement sectors, enabling sustainable and safe operations.
As Wenco continues to build our next generation of technology, we need a wide range of professionals to help us achieve our objectives. Our rapid growth means we are currently looking for a Technical Services Analyst to join our Client Services team in Tucson, AZ.
The successful person will have excellent communication skills as well as an ability to translate technical information to a non-technical audience. As part of a small, dynamic team, the role requires a high level of personal accountability and a self-directed, ‘can do’ attitude.
This role should provide, manage, and apply the resources of Wenco to customer base thus ensuring first class and measurable technical customer service provision. They will focus on issue resolution, relationship-building and proactive support activities that in turn promote overall customer satisfaction, product adoption, retention, and renewals.
Key Deliverables and Responsibilities:
In Office:
- Provide timely phone, email, and remote access support for existing customers
- Record/document all customer issues through to resolution using Wenco’s issue tracking system
- Plan and practice for system implementation and upgrade projects
- Review, contribute and develop documentation, forms and reports to better support customers and continuous improvement activities
- Perform Triage Desk 1st line support function. Identify, resolve/escalate any customer disputes to ensure that outstanding issues are addressed.
- Develop and build close customer relationships and loyalty through high quality and professional delivery of technical customer services.
- Maintain regular contact with customers and have a communication channel that allows feedback on SmartCap performance and perception in the marketplace.
- Develop and provide one-on-one and classroom training on the use and administration of the system.
- Be the Voice of the Customer and provide feedback to Wenco Team to ensure Product Develop Team activities and deliverables produce timely, workable solutions for all stakeholders
- Update job knowledge by keeping up with new material and participating in educational opportunities
- Identify and communicate potential new sales, upsell opportunities
On Site:
- Perform successful implementations and upgrades
- Conduct site inspection and reports in preparation of deployments.
- Use and enhance existing systems for reliable and efficient customer deployments
- Coordinate resources from customer staff as required
- Organize and provide training on the use and administration of the system as required for customers and Wenco personnel using one-on-one and classroom training environments.
- Identify, troubleshoot, and resolve software, hardware, and network issues
- Escalate any customer disputes to ensure that outstanding issues are addressed.
- Maintain up to date site specific and safety training requirements.
- Disassemble to component level and repair faulty parts
- Keep personnel equipment operational through maintenance and care
- Identify and communicate potential new sales, upsell opportunities
Experience and Knowledge
- 3-5 years of successfully implementing new technologies through project management, change management and training
- Solid understanding and experience with Safety Systems and Products
- Mining, Transportation or Oil and Gas experience/knowledge would be an asset
- Background in training/coaching/mentoring helpful
- Real-Time software systems
- Mobile Computing
- Windows proficiency
- Valid driver’s licence
- Power BI, Quicksight, Excel, Word, PowerPoint,
- SureMDM, Team Viewer, Surelock, Nixagent helpful
- Knowledge and practical troubleshooting of electronics
- Able to complete and troubleshooting basic installations including equipment assembly, mounting, running cables and electrical wiring
- Be proficient at using basic tool set
- Proficiency with communications telemetry including cellular, WLAN, subnets, firewalls and network traffic flow
Skills and Abilities
- Solid written and verbal communication skills
- Strong presentation skills
- Strong ability to work in high-pressure environments (especially when on-site in remote mine site locations)
- Strong ability to work effectively both in a team environment and as an independent contributor
- Ability to translate technical information to a non-technical audience.
- Ability to prioritize and multi-task based on customer and business needs
- Ability to build long term relationships with customers
- Ability to learn, understand, and apply new processes and solutions
- Identify opportunities for improvement in products, product delivery and customer support
Why Join Wenco?
- We provide opportunities for career-growth within a fast-scaling company
- We offer flexible remote work arrangements
- We offer an extensive benefits plan
- We offer opportunities for continuous training and professional development (in-house and external) to learn the latest technologies
- We offer our employees a profit-sharing plan that provides them with the benefits of their hard work
- We are heavily involved in the community and join various events of non-profit organizations
- We pride ourselves on our company culture (our last Employee Survey resulted in a score of 100% in inclusiveness and diversity)
Wenco advances the efficiency and safety of the world’s mining operations. We are committed to providing a stable yet exciting workplace environment for individual employees to build and grow their career with the Company.
Wenco is an Equal Opportunity Employer.
Disclaimer
The information in this description has been designed to indicate the general nature and level of work performed by employees. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. It is not intended as an employment contract. Job descriptions are subject to change, which may not necessarily affect compensation.
