Global Services Specialist - Applications (OA)

We are currently hiring for 2 Global Services Specialist - Applications (OA) positions to join our Services Team.

The Global Services Specialist will work with Customers and Partners globally to ensure the correct implementation and usage of Wenco solutions, including the Open Autonomy (OA) product. The Specialist will analyse data, formulate, develop, and document proposals and enhancements to improve the Wenco Products and solution to meet the end user’s business needs. This role operates on a 12-hour shift roster.

Key Deliverables and Responsibilities

In Office Services

• Provide phone, email and remote access support for existing customers and partners
• Provide technical solution input to Wenco and partner Sales and Marketing on new customer opportunities and projects.
• Assist Wenco and partner support organizations to record/document all client issues through to resolution using Wenco’s issue tracking system
• Review and contribute to product documentation
• Participate in formal training, but also maintain knowledge of the evolving system through reading and information sharing with other engineers
• Consult with Product Management on system use cases for product development
• Collaboratively work with Wenco Development Teams, Regional Support teams, and Product Management ensure Wenco applications and solutions are functioning correctly and delivering value to end user
• Work a rotating 12-hour shift roster, and be flexible and available outside of scheduled shift hours as required to attend to client and project related issues
• Analyse and reproduce issues/bugs
• Participate actively in quality risk assessments
• Investigate customer issues and identify the root cause of problems
• Document results and feedback
• Provide input for Technical Writing team with customer-facing documents
• Facilitate internal and external training

Remote or On-Site Services

• Identify and document end user requirements
• Provide pre-implementation planning and support services
• Provide post-implementation solution configuration, validation and assist customer/partner in initial use of solution
• Provide end user/partner training on solution, including one-on-one and classroom training on the use and administration of the system to ensure technology adoption.
• Support Client Services organization on troubleshooting of software, hardware, and interface issues
• Work a rotating 12-hour shift roster, and be flexible and available outside of scheduled shift hours as required to attend to client and project related issues

Experience and Knowledge

• 10+ years relevant experience as in engineering, computer science, or mining, or technology sector preferably at top tier mining customer.
• Experience in implementing and supporting mining FMS and autonomous haulage solutions, including the Open Autonomy product. Both hardware and software.
• Experience in supporting mining FMS, Autonomy, high Precision and Asset Health solutions. (Wenco Open Autonomy, Modular, Hexagon, or Caterpillar) will be advantageous.
• Experience in project implementation and change management
• Experience with IT systems, software programming and data base systems is a plus
• Experience creating and delivering presentations to technical audiences.

Skills and Abilities

• Understanding of mining operations, as well as with IT systems
• Ability to understand business problems and how to apply technology and processes to meet problems
• Ability to set objectives and develop plans
• Proactive problem solver, with strong analytics and ability to map analysis to business priorities
• Ability troubleshoot and provide solutions
• Ability to use Microsoft Office tools (Excel reporting, Powerpoint presentations and Word)
• Experience in Change Management for maintenance processes a plus
• Good communication skills (report creation, written and verbal communications)
• Excellent listener and consultative communicator
• Proven self-starter with ability to turn objectives into actions and results
• Strong integrity and team player in support of Wenco culture
• Ability to travel internationally
• Ability to work a rotating 12-hour shift roster
• Leads by example; seeks opportunities and has a positive outlook, does not seek to blame or deflect
• Verbal and written English communication – professional, clear and understood by others the first time, able to adjust style according to situation.
• Takes initiative to pursue issue resolution or suggest ideas and improvements
• Cooperation/Teamwork – conveys a sense of teamwork, respectful of others, seeks to work towards a common goal.
• Dependable and delivers a consistent good standard of work
• Works diligently at achieving results and able to ‘own’ a problem so that results are achieved
• Open to accepting views or recommendations of others in order to achieve successful results for the customers, Wenco, HCM and all other relevant stakeholders;
• Promotes and displays knowledge-sharing behaviors; seeks to improve knowledge sharing