Technical Support Specialist

At SMS Equipment, our Technical Support Specialist is responsible for providing knowledge and experience to support the timely repair of equipment at SMS’ Remote Mining locations. The Technical Support Specialistwill assist tradespeople remotely or locally, in repair procedures and techniques when problems are encountered. This position is in Acheson, AB.

This position offers hybrid work arrangement.

The salary range for this position is $120,000 - $130,000.

Responsibilities include but are not limited to:

• Respond in a timely manner to equipment down situations where advanced troubleshooting is required and provide after hours Technical Support as required.
• Track and monitor test programs in the field, communicate with the Reliability team and Corporate Technical Support.
• Track and report product problems and provide status updates.
• Work closely with OEM reps and keep customers informed with updates.
• Identify and analyze technical issues which can impact availability and communicate to stake holders.
• Continuously looking for improvements for the customer equipment and stay current with available technical information and provide technical training for industry-specific needs, KA, updates.
• Serve customers by providing information and resolving technical problems.
• Act as the liaison between SMS Equipment, Komatsu, and the customer.
• Resolve problems by asking questions and clarifying customer’s concerns; determining the cause of the problem; explaining the best solution; making the correction or adjustment; and following up to ensure resolution.
• Attend product meetings as required.
• Leads task force committees on product issues.
• Document and communicate observations of customer equipment.
• Completes daily reports.
• Leads large machine outages or overhauls, when requested.
• Attend weekly branch meetings.
• Support warranty process as required.
• Provide Technical Support to ensure the success of both the preventative and predictive maintenance programs.

Qualifications:

The successful candidate will have a relevant Journeyperson certification with a minimum of 3 years experience with Komatsu specific equipment. Additional qualifications include:

• Sound understanding of principles associated within the mining environment.
• The ability to operate in a dynamic environment with focus on client and customer relations is essential.
• Proficient with Microsoft Office Suite and have a wide-ranging working knowledge of computer systems.
• Proficient communication skills in dealing with customers and OEM’s.
• Able to consistently make intelligent decisions under pressure; possess good judgement, initiative, positive attitude and be dependable.
• Keep abreast of new technologies, focus on continuous improvement and best practices pertaining to the Company’s products and services, enhancing expertise, performance and bottom line productivity.
• Knowledge of maintenance and repair of parts and equipment.
• Knowledge of all relevant acts, regulations, and equipment inspection requirements and to deal with all local and regulatory authorities.
• Valid Class 5 Drives Licence.

This position may be required work at our customers’ location. Below are the current requirements from our customers that all candidates need to be able to complete to gain access to their worksite:

• Reference Check
• Drivers Abstract

At SMS Equipment, safety is one of our values and we care for each other, without exception. Our successful candidate is intrinsically motivated and committed to making safe choices, when completing all tasks.

Applications will be received until a suitable candidate has been hired.

We thank all applicants for their interest, however only those selected for interview will be contacted.

SMS Equipment offers rewarding careers in the heavy equipment industry across Canada. As the largest Komatsu dealer in North America, SMS Equipment gives you the opportunity to represent world-class quality in our product offerings and customer service. A few of the many benefits of working with SMS Equipment include competitive wages, comprehensive group benefits plan, and RRSP matching.