Technical Support Specialist

About the role

Sandvik Mining and Rock Solutions in Alachua, Florida, is seeking a customer-focused Technical Support Specialist for their Rotary Drills division. This role involves diagnosing and troubleshooting technical issues, building relationships, and collaborating with the frontline team.

Key Responsibilities

• Investigate and diagnose complex field issues and resolve customer product issues.
• Work closely with the frontline team to introduce new products, assist with commissioning, and deliver necessary training.
• Provide timely technical support on Sandvik Rotary Division products, including customer sites internationally and domestically.
• Troubleshoot to resolve mechanical and control system issues, as well as software installations, calibrations, and updates.
• Commissioning support for new product introductions to sales areas.
• Host and conduct classroom and field training to frontline teams, Sales Area Product Masters, technicians, and customers on new product drills and technology.
• Review Continuous Product Improvement cases with machine technical issues, concerns, or suggestions from sales areas, collaborating with Technical Support team members, Engineering, Sales, Product Management, and Manufacturing to give accurate technical advice on solutions.
• Investigate and resolve field issues utilizing root cause failure analysis and working closely with the Product Engineering group.
• Review and maintain all Technical Support-related documents.

About You

• A minimum of 10 years working in a technical role, with at least 5 years in drilling equipment.
• Bachelor’s degree in mechanical, electrical, or a similar technical degree.
• Proven experience in delivering training and strong customer service.
• Self-motivated, driven, and flexible.
• Strong electrical, hydraulic, and mechanical skills with a background in control systems.
• Ability to manage multiple projects simultaneously.
• Excellent communication, organization, and time-management skills.
• Solid computer skills with Microsoft Office Suite and other software programs.
• Able to work legally in the US and travel globally.
• MUST have a valid passport or be able to attain one, and a driver’s license.
• MSHA and First Aid certification preferred.

Benefits

• Competitive benefits package including health care coverage, paid vacation, 401(k) with match, tuition reimbursement, and professional development support.