Shop/Field Service Lead
About Us
Epiroc is a global productivity partner for mining and construction customers, accelerating the transformation toward a sustainable society. With ground-breaking technology, we develop and provide innovative and safe equipment, such as drill rigs, rock excavation and construction equipment, and tools for surface and underground applications. We also offer world-class service and other aftermarket support, as well as solutions for automation, digitalization, and electrification. Our global headquarters is based in Stockholm, Sweden, and we have around 18,000 passionate employees supporting and collaborating with customers in over 150 countries.
About the Role
The Shop/Field Service – Lead helps execute the Service Marketing plan and strategy through interaction with the Service Tech group. This role focuses on daily service operations and coordination of technicians while developing technical competency within the group. Additionally, they act as the senior technical advisor to the group and travel with technicians as needed to aid in the speedy resolution of highly technical issues. Shop/Field Service Leads provide additional focus on customer issue resolution management processes and work within the established structure to improve communication, technical support, and service presence.
The work environment includes regular exposure to moving mechanical parts, fumes or airborne particles, and outdoor weather conditions, with occasional exposure to high, precarious places, toxic or caustic chemicals, and the risk of electrical shock. Employees will be expected to sit for extended periods, use hands to feel and reach with hands and arms, talk, and hear. Company-provided Personal Protective Equipment (PPE) is required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job. This position is considered Safety Sensitive.
Responsibilities
- Develop and promote the service aspect of our business to generate profitable service revenues.
- Coordinate all service resources as required to achieve targeted goals and objectives.
- Support the direction, coordination, and evaluation of the service technicians.
- Implement procedures to ensure that all service activities are performed in an organized and structured manner.
- Organize, document, and maintain procedures for all Service functions.
- Ensure competence development on product, technical, and administrative training issues.
- Serve as a subject matter expert for other service technicians, supporting their training and development.
- Assist with warranty issues, including documentation to provide quality feedback to Product Companies.
- Communicate progress of work order status and other relevant activities to the Customer and Service Manager through daily service reports, email, and telephone communication.
- Understand and adhere to Company safety and environmental requirements, perform safety inspections on work sites to ensure technician staff are working safely and utilizing the correct PPE.
- Work sustainably, being conscious of environmental impact.
Requirements
- Minimum of a Certificate of Completion from a Technical or Trade School, 5-7+ years of related experience and/or training, or an equivalent combination of education and experience.
- Maintain required US Department of Labor, Mine, Safety & Health Administration Training Certificates, or agree to complete the training program(s) needed to acquire the certificates.
- Maintain a valid driver’s license; a good driving record is required. If required to operate a commercial vehicle weighing more than 26,001 pounds, must be able to pass all requirements necessary to obtain a Commercial Driver’s License (CDL) for Department of Transportation (DOT) purposes.
- Employees must be at least 18 years of age to drive commercial motor vehicles (CMVs) within state lines (intrastate) only; drivers must be at least 21 years old to drive commercial vehicles across state lines (interstate).
- Intermediate computer skills, advanced knowledge of Epiroc equipment, and previous work experience demonstrating a strong mechanical aptitude.
- Good work ethic, expertise in reading hydraulic, 24-volt schematics, and Rig Control Systems (RCS).
- Completed TL1, TL2, and Safe Start Modules 1-5 trainings.
- 10% travel is required in this position.
Benefits
- Benefits eligibility begins the 1st of the month after start date.
- Health care eligibility, including medical, dental, vision, prescription, and telemedicine.
- Wellness program.
- Employee discounts.
- Short and long-term disability insurance.
- Life and AD&D insurance.
- Flexible Spending Accounts (FSAs) and Health Savings Account (HSA).
- Employee Assistance Program.
- 401(k) plan.
- Direct deposit.
- Tuition reimbursement program.
- Paid Vacation.
- Paid Sick Time.
Work Type
Onsite