Global Services Specialist - Applications (OA) Job at Wenco (a Hitachi Construction Machinery... (Perth)

Job Description

The Global Services Specialist will work with Customers and Partners globally to ensure the correct implementation and usage of Wenco solutions, including the Open Autonomy (OA) product. The Specialist will analyse data, formulate, develop, and document proposals and enhancements to improve the Wenco Products and solution to meet the end user’s business needs. This role operates on a 12-hour shift roster.

Job Responsibility

Provide phone, email and remote access support for existing customers and partners
Provide technical solution input to Wenco and partner Sales and Marketing on new customer opportunities and projects
Assist Wenco and partner support organizations to record/document all client issues through to resolution using Wenco’s issue tracking system
Review and contribute to product documentation
Participate in formal training, but also maintain knowledge of the evolving system through reading and information sharing with other engineers
Consult with Product Management on system use cases for product development
Collaboratively work with Wenco Development Teams, Regional Support teams, and Product Management ensure Wenco applications and solutions are functioning correctly and delivering value to end user
Work a rotating 12-hour shift roster, and be flexible and available outside of scheduled shift hours as required to attend to client and project related issues
Analyse and reproduce issues/bugs
Participate actively in quality risk assessments
Investigate customer issues and identify the root cause of problems
Document results and feedback
Provide input for Technical Writing team with customer-facing documents
Facilitate internal and external training
Identify and document end user requirements
Provide pre-implementation planning and support services
Provide post-implementation solution configuration, validation and assist customer/partner in initial use of solution
Provide end user/partner training on solution, including one-on-one and classroom training on the use and administration of the system to ensure technology adoption
Support Client Services organization on troubleshooting of software, hardware, and interface issues

Requirements

10+ years relevant experience as in engineering, computer science, or mining, or technology sector preferably at top tier mining customer
Experience in implementing and supporting mining FMS and autonomous haulage solutions, including the Open Autonomy product. Both hardware and software
Experience in supporting mining FMS, Autonomy, high Precision and Asset Health solutions. (Wenco Open Autonomy, Modular, Hexagon, or Caterpillar) will be advantageous
Experience in project implementation and change management
Experience with IT systems, software programming and data base systems is a plus
Experience creating and delivering presentations to technical audiences
Understanding of mining operations, as well as with IT systems
Ability to understand business problems and how to apply technology and processes to meet problems
Ability to set objectives and develop plans
Proactive problem solver, with strong analytics and ability to map analysis to business priorities
Ability troubleshoot and provide solutions
Ability to use Microsoft Office tools (Excel reporting, Powerpoint presentations and Word)
Experience in Change Management for maintenance processes a plus
Good communication skills (report creation, written and verbal communications)
Excellent listener and consultative communicator
Proven self-starter with ability to turn objectives into actions and results
Strong integrity and team player in support of Wenco culture
Ability to travel internationally
Ability to work a rotating 12-hour shift roster
Leads by example
seeks opportunities and has a positive outlook, does not seek to blame or deflect
Verbal and written English communication – professional, clear and understood by others the first time, able to adjust style according to situation
Takes initiative to pursue issue resolution or suggest ideas and improvements
Cooperation/Teamwork – conveys a sense of teamwork, respectful of others, seeks to work towards a common goal
Dependable and delivers a consistent good standard of work
Works diligently at achieving results and able to ‘own’ a problem so that results are achieved
Open to accepting views or recommendations of others in order to achieve successful results for the customers, Wenco, HCM and all other relevant stakeholders
Promotes and displays knowledge-sharing behaviors
seeks to improve knowledge sharing

Nice to have

Experience in supporting mining FMS, Autonomy, high Precision and Asset Health solutions. (Wenco Open Autonomy, Modular, Hexagon, or Caterpillar)
Experience with IT systems, software programming and data base systems
Experience in Change Management for maintenance processes

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Global Services Specialist - Applications (OA)

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