[Hiring] Product Support Specialist (Master) Load & Haul @Sandvik

Role Description

The Product Support Specialist - Underground Load & Haul serves as the Sales Area Subject Matter Expert (SME) for underground loading and hauling equipment. The role provides advanced technical support, product application expertise, and operational guidance for Sandvik underground loaders, haul trucks, battery-electric vehicles (BEVs), automation systems, and related technologies. The specialist acts as the primary technical liaison between customers, Sales Area teams, and Product Lines to resolve complex equipment issues, improve equipment performance and reliability, support new product introductions, and drive customer productivity and fleet optimization initiatives.

The position plays a key role in strengthening customer relationships by delivering technical leadership, developing training programs, supporting fleet transitions, and ensuring operational readiness for new technologies and strategic projects across the underground mining industry.

Key Responsibilities

• Advanced Technical Support
  • Serve as the highest-level technical support resource for underground Load & Haul equipment.
  • Provide expert troubleshooting support for electrical, hydraulic, mechanical, drivetrain, and control system issues.
  • Support major component failures, machine commissioning, corrective campaigns, warranty investigations, and fleet performance improvement initiatives.
  • Assist field service teams and customers with complex diagnostics and root cause investigations.
• Reliability & Performance Optimization
  • Analyze equipment failures, component life trends, machine health data, and maintenance practices.
  • Develop corrective actions and reliability improvement programs to reduce downtime and total cost of ownership.
  • Support implementation of condition monitoring, predictive maintenance, and digital fleet management solutions.
  • Recommend operational and maintenance improvements that increase machine availability and productivity.
• Sales Support
  • Provide application expertise during equipment sales campaigns and project evaluations.
  • Assist Account Managers with technical presentations, equipment recommendations, and value-based selling initiatives.
  • Review technical specifications, operating requirements, and equipment configurations to ensure solution alignment with customer needs.
• Training & Capability Development
  • Develop and deliver technical training programs for underground Load & Haul equipment.
  • Create machine-specific training packages for service technicians, operators, trainers, and customer personnel.
  • Mentor field service personnel and develop technical competency across the Sales Area.
  • Support implementation of global training standards and best practices.
• Product Lifecycle & Project Support
  • Lead technical readiness activities for new equipment introductions, upgrades, and product launches.
  • Support large customer fleet deployments and project start-ups.
  • Coordinate product phase-in and phase-out activities for Load & Haul products.
  • Work closely with Product Lines to provide field feedback and support continuous product improvement initiatives.
  • Participate in validation testing, pilot programs, and field performance evaluations.
• Collaboration & Knowledge Management
  • Act as the primary technical interface between the Sales Area, Product Line, Engineering, Reliability, and Customer Support teams.
  • Participate in global Load & Haul expert networks and technical working groups.
  • Collect, document, and communicate customer feedback, technical issues, and product improvement opportunities.
  • Lead technical review meetings focused on reliability, performance, and fleet optimization.
  • Maintain detailed technical reports, recommendations, and service documentation.
• Health, Safety & Environmental Leadership
  • Lead and promote compliance with all company, customer, and regulatory EHS requirements.
  • Support incident investigations, root cause analysis, corrective actions, and implementation of safety improvements.
  • Champion safe work practices for underground mining equipment maintenance, operation, automation, and battery-electric technologies.
  • Ensure technical support activities are performed in accordance with applicable safety standards and procedures.

Qualifications

• Bachelor's degree in engineering discipline, heavy equipment technology or other related technical discipline or equivalent 4 years experience.
• Minimum additional 8 years experience with Load and Haul equipment.
• Expertise in diesel technologies.
• Demonstrated expertise in underground loaders (LHDs), haul trucks, and related mining equipment.
• Extensive experience in troubleshooting and maintaining heavy mining equipment.
• Proven experience delivering technical training and coaching programs.
• Strong understanding of underground mining operations and production processes.
• Proficiency with digital service platforms, equipment monitoring tools, and business applications.
• Strong verbal and written communication skills.
• Ability to travel within the Sales Area to support customers and business needs.

Preferred Qualifications

• Exposure to supporting automation, digitalization, and battery-electric mining technologies preferred.
• Strategic customer relationship management.
• Technical report writing and presentation skills.
• Training and coaching experience.
• Data analysis and performance optimization.

Benefits

• Comprehensive total compensation package.
• Competitive benefits package of health, dental, and disability insurance.
• Outstanding 401(k) retirement savings plan.
• Opportunities for professional competence development, training, and career advancement.