Technical Support Manager – Surface Drills

Sandvik Mining and Rock Solutions (SMR) is a business area within the Sandvik Group and a global leading supplier of equipment and tools, parts, service and technical solutions for the mining and construction industries. Applications include rock drilling, rock cutting, loading and hauling, tunnelling and quarrying.

We aim to revolutionize the industry through digitalization, electrification, and material development whist we conduct business in a sustainable and responsible manner. To achieve this, we always act in line with our high ethical standards, putting safety first and always showing consideration for the environment and the communities in which we operate. The safety and well-being of our employees and the environment are our core values.

The role

Sandvik is currently seeking a Technical Support Manager who will be responsible for important customer assignments to perform systematic fault finding and providing prompt, correct and safe solutions. The role will work closely with customers using a specialist understanding of customers’ needs to act as a trusted advisor and determine the appropriate solutions, obtain customer satisfaction by installing, repairing, inspecting, and commissioning service, taking into account the customer and Sandvik’s considerations. To succeed in this role, you are expected to:

• Root Cause Analysis/Trouble Shooting (only 2nd line support),
• Collects technical feedback in Sales Area (inputs into Database),
• Make recommendations based on reports to better serve the customer and improve processes.
• Perform adjustments of systems on client equipment.
• Work proactively to develop new solutions to prevent recurring problems.
• Upon request, provide application advice to sales and review operating cost proposals.
• Takes technical and application ownership of market releases of new products and new product versions, and ramp down old products.
• Conduct product launch, testing and commissioning services.
• Support operational readiness activities for large projects.
• Support in technical details during New Product Development (NPD) process.
• Aftermarket support to Equipment divisions and Sales Areas.
• Prepare and execute all activities in line with SHEQ rules, regulations, procedures, instructions, guidelines, and promote awareness, including addressing anomalies to others.
• Coach, Mentor, Trainer (incl. knowledge transfer between factory and Sales Area).
• Collaborate with Parts & Services division and take technical responsibility toward training interventions in relevant Sales Area.

This role is a full-time requirement based in either Indonesia, Philippines, Mongolia, Malaysia, or Singapore. Travelling within the Sales Area, up to 50% of your time, is an essential part of the job.

About us

Sandvik is a global, high-tech engineering group with approximately 44,000 employees and sales in about 150 countries. We have a strong focus on enhancing customer productivity, profitability and sustainability through our unique expertise and solutions for the manufacturing, mining and infrastructure industries. Our offering covers their value chains and is based on extensive investments in research and development, customer insights and a deep knowledge of industrial processes and digital solutions.

We have a long history of ethical and responsible business conduct, which has played a significant role in the global success of our company for 160 years. We conduct business in a sustainable and responsible manner, are committed to creating safe and healthy workplaces and delivering the industry’s safest products and services. 

We are proud to shape the future of our industry in close collaboration with our customers and partners. We believe in an inclusive, equal, and open-minded culture, and we nurture our diversities to form a solid foundation for achieving great results.

Your Profile

• You hold a Diploma or bachelor’s degree in Technical Discipline
• Minimum 6 to 10 years of Sandvik Equipment Experience and advanced trouble-shooter experience; hydraulic system & DC electrical system
• Qualified technician in fields on mechanics, hydraulics, and electrics
• Interest in new technology and digitalization trends
• Proven ability to motivate and guide team members to achieve common goals and deliver effective training
• Proactive, self-motivated and demonstrate initiative
• Excellent communication and interpersonal skills; a strong team-player
• Proven experience in second-line support, root cause analysis, and troubleshooting
• Strong understanding of system adjustments and client equipment operations
• Proficient knowledge of the mining environment and application of equipment
• Strong proven safety culture
• Strong customer service focus and motivation and determination to achieve targets and goals

What is in it for you?

We offer you versatile and interesting tasks in international business environment, as well as the opportunity to develop your own professional skills and career. In addition, we offer good employee benefits and inclusive corporate culture focused on sustainable development, with values such as Innovation, Fair Play, Customer Focus and Passion to Win. Visit our stories hub, LinkedIn, Facebook to get to know us better.