SCOPE OF THE ROLE:
To have a strong and broad high-level knowledge of the mining systems deployed. To be a point of escalation for technical issues that the team raise as they are working on projects and to work through the escalation process to seek resolution to problems outside of the responsibility of the Project Engineers and other technical staff. To work with Project Managers to ensure the efficient deployment of mining systems on time and within budget. To ensure that the deployment of systems and products is carried out as efficiently as possible.
KEY RESPONSIBILITIES:
Actively work on product/project deployment of complex mining solutions in a hands-on manner.
Support and maintain software.
Deliver bespoke customization as required.
Troubleshoot system issues.
Own and implement customer system configurations.
Implement system customizations using scripting tools.
Participate in onsite system installation efforts.
Undertake complex problem solving involving multiple integrated systems.
Ensure that relevant stakeholders are aware of risks and or issues with the product and the technical solutions being deployed to customer sites.
Escalation of critical issues requiring other stakeholders' input to resolve issues, specifically the relevant Mining Services or supporting team's representative.
Maintain technical knowledge of the current and upcoming product offerings.
Maintain knowledge of current, new and evolving strategies and technologies in relation to systems support through appropriate industry links and professional memberships.
Regular reporting of current project issues, including updates on status and resolution methods.
Utilizing relationships developed with customers and other contacts to advise Mining Services Team of potential issues affecting customers as well as other opportunities for The Client.
Work collaboratively with the sales team in a pre-sale's capacity (e.g. attending / leading technical presentations).
Representing The Client in a helpful, professional and courteous manner at all times.
Maintain, enhance and adhere to The Client documentation and reporting standards, systems, and processes.
Compliance with The Clients Workplace Health and Safety policies and procedures, participation in audits and compliance with instructions given with respect to the health and safety of himself/herself and the safety of others.
Other duties as required from time to time.
SKILLS AND EXPERIENCE:
Strong prioritizing and time management skills.
Well-developed communication skills, both verbal and written.
Ability to form strong relationships with customers and represent the company professionally.
Ability to set and meet the team and individual goals and deadlines.
Ability to resolve technical and complex issues.
Ability to rapidly grasp technical solutions, concepts, and products.
Maintaining and supporting Linux/Unix environments.
Developing or supporting open-source software.
Setup and support of relational databases.
The desire to expand own knowledge and skill set as well as sharing knowledge with other team members wherever possible.
KEY BEHAVIOUR:
Protect the company brand and reputation by exhibiting good behavior and reporting on any noncompliance to safety, procedural, or other customer dictated regulations.
Maintain good relations with the customers' personnel and clearly communicate any issues that may arise.
Establish and maintain effective working relationships with managers, technicians, and engineers.
Continuously seek opportunities to improve the quality of the systems, installations, and support procedures.
EDUCATION BACKGROUND:
Bachelor's degree or foreign degree equivalent in Engineering (Computer / Mining / Electrical / Electronic), Computer Science, or a related field.
3 years previous Mining Industry experience of progressive experience in job offered, or as a software engineer, software consultant, mining engineer, or related occupational title.
Fluency in English.
Experience in Postgres, Sqlite, SQL Server, LINUX, LINUX shell scripting, Ubuntu,
Previous experience working remote teams (Highly Desirable).
TRAVEL:
Travel (regionally and globally international) to client sites is a requirement of this role.
WORKING RELATIONSHIPS:
Most Frequent Contacts
Supervisor: Delegation and supervision, setting of priorities and assignment of field support jobs and projects.
Project Manager: PEM to provide strategic direction; performance management and professional development; resolve escalated issues as a result of conflicting priorities across other functional teams.
External Clients: Provide technical support as per contractual requirements and service level agreements.
Field Support Technicians & Electronics Technicians based in South Africa workshop: Provide technical support and back-up as required; cross training to increase product knowledge.
R&D Team: Communicate issues for resolution; provide technical support and advice as required.
Product & Sales Manager: Provide feedback received from clients on product performance and improvements.
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