Provides frontline technical support for mining clients, troubleshooting software, hardware, network, database, and server issues. Owns cases through resolution, documents findings, escalates complex problems, and supports system implementations and upgrades. Delivers client training, maintains test environments, coordinates remote and occasional on-site support, and builds client relationships while following quality and safety standards.
Wenco International Mining Systems (www.wencomine.com), a subsidiary of Hitachi Construction Machinery (HCM), provides industry leading, innovative technologies to customers in the mining and material movement sectors, enabling sustainable and safe operations.
As a Technical Services Analyst, you are the front line of our client support. You will resolve software, hardware and network issues for mining clients across North America, support system implementations and upgrades, and train client teams when needed. You will own issues from first contact through to resolution, and you will know when to bring in the Technical Lead or a specialist.
What you will do
- Provide timely phone, email and remote-access support to existing clients
- Triage and own client issues through to resolution, and document every case in our issue-tracking system
- Troubleshoot software, hardware and network problems remotely, apply root cause analysis, and record your findings
- Escalate complex cases with complete documentation and context
- Support implementations and upgrades, mainly through remote preparation and coordination, and travel to site when a project needs extra hands
- Deliver one-on-one and classroom training to clients, remotely or on site
- Build long-term working relationships with client personnel
- Maintain test environments that mirror client systems
- Follow our quality, documentation and escalation standards, and feed recurring issues back to the Technical Lead
- Work safely, follow all safe work procedures and site requirements, and promote Safety First
What you bring
- 1–5 years of user and administrator support experience with an enterprise-class software system
- Experience with fleet management systems, and high-precision or machine health products
- Databases and SQL (advanced administration), with moderate OpenTSDB and InfluxDB
- Real-time software systems and mobile computing
- Windows networking, virtual machines, and moderate Linux and Windows Server administration
- GNSS and Real Time Kinematic (RTK) knowledge
- Mining experience or knowledge is an asset
- Strong analytical and problem-solving skills, with clear written and verbal communication and presentation skills
- Ability to prioritize across competing client needs, and to work well in high-pressure situations, independently and in a team
- Diploma or degree in electronics, engineering, computer science, mechatronics or a related IT or mining discipline, or equivalent practical experience, preferably in mining
- Valid driver’s license, and a valid passport for occasional site support
Travel: Occasional, up to 25%. This is a remote-primary role, with site travel to support implementations, upgrades or field resource gaps.
Base salary of $80,000- $95,000, commensurate with experience and qualifications.
Wenco advances the efficiency and safety of the world’s surface mining equipment through our fleet management systems. We are committed to providing a stable yet exciting work place environment for individual employees to build and grow their career with the Company.
Wenco is an Equal Opportunity Employer.
Disclaimer
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As our team experiences high volumes of applications, only shortlisted candidates will be contacted. To be considered, please ensure a resume is attached.
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