Technical Service Representative

3 weeks ago

Greater Sudbury, Canada Rock-Tech Full time

**Technical Service Representative**

At Rock-Tech, we believe in pushing the envelope to provide operations around the globe with state-of-the-art mining equipment using the latest technology and techniques. We are looking for a highly motivated, hardworking, safety conscious, reliable team player who will work closely with our customers in an effective and professional manner.

**About Rock-Tech**:
Rock-Tech is a Canadian Manufacturer of underground mining equipment. We believe in safety first and set high standards for innovation, performance, quality, and continuous improvements. Our facility is designed for maximum productivity, energy efficiency, waste minimization and environmental sustainability. Our team approach upholds respect for all, entrenches safety at all stages of the business process, and encourages innovation. Want to be a part of it? Join our growing team in our Sudbury-based operation.

**About the Position:
The Technical Service Representative plays a key role in supporting the Rock-Tech Advantage - providing the highest standards of customer care of our underground mining equipment. Through strong relationships with our customer and with key factory direct equipment knowledge, this role provides critical support for the company’s success and growth.

**Company-wide competencies required**:

- Positive attitude
- Passion for safety
- Commitment to personal development
- Active listener
- Embrace change
- Attention to detail
- Know when to ask for help
- Thrive in a team environment
- Excellent verbal and written skills in English (French skills would be considered an asset)

**In addition to company-wide competencies**:

- Heavy Duty Equipment Mechanic (HDEM) Certificate of Qualification and Certificate of Apprenticeship or equivalent experience preferred
- Certificate of Qualification from similar trades will be considered
- Minimum 3 years hands-on experience as Journey Person within the mining industry, preferably on heavy mobile equipment
- Proficiency reading and interpreting mechanical blueprints, hydraulic assembly drawings and electrical wiring including Can-Bus systems.
- Strong interpersonal and customer service skills
- Ability to be flexible and open to new methods, processes, and technologies
- Ability to work independently or within a team under mínimal supervision
- Possess strong organizational and communication skills with the ability to multitask and prioritize effectively
- Conflict management and problem-solving skills
- Effectively communicate at a multi-disciplinary level with Engineering, Purchasing and Marketing staff
- Proven leadership skills
- Proficiency in Microsoft Office products
- Possess a valid driver’s license and clean driving abstract
- Bilingual in both English and French
- Willing to work overtime, off-shift and weekends (i.e. respond to after-hour customer calls) if and when required
- Willing and able to travel domestically and/or internationally for extended durations if required (valid passport will eventually be required)
- Ability to train customers on Rock-Tech product line.

**Key responsibilities**:

- Provide expert and disciplined analysis of structural, or mechanical, electrical or hydraulic systems
- Teardown, re-assemble, commission/ test and trouble-shoot equipment at customer sites or facility, as required
- Must be knowledgeable with can-bus systems.
- Execute timely planned work tasks as directed by immediate Supervisor
- Assist the Product Support Manager with the preparation of technical reports, presentations, and repair cost estimates, audits of Customer equipment, etc.
- Develop professional working relationships with key Customer personnel, and communicate any customer organizational or policy change to Service Manager
- Identify potential business (i.e. sales) opportunities, and communicate to the appropriate team (i.e. Sales, Engineering)
- Read and interpret engineered drawings and work orders, including mechanical assembly and hydraulic schematics and circuits.
- Utilizing various company provided power and hand operated tools, sub-assemble, fit, install, and test of a wide variety of manufactured and purchased mechanical components to engineered specification.
- Assemble and install hydraulic control systems. Attach hose fittings, assemble bulkheads, route and install hydraulic hoses.
- Inspect component parts and finished product, to ensure product quality meets company and Customer expectations.
- Operate material handling devices such as overhead cranes, and forklift in compliance with applicable safety standards. Safely utilize various types of rigging for lift and transport of loads.
- Cross train within other departments as may be required on temporary basis.
- Maintain a strong customer relationship by offering constant professional and quick responses to all level of customers, vendors, and fellow employees.
- Keep all related work areas clean as seen fit by Rock-Tech
- Participate in safe, environmentally

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