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Product Support Specialist
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About us. Epiroc is a global productivity partner for mining & construction customers and accelerates 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 around the world. Learn more at epirocgroup.com.
We succeed in our core business because we are passionate innovators with courage to change. With collaboration and mutual confidence, teams and individuals trust and support each other’s abilities to offer solutions. Together, we lead the way to make mining and construction more sustainable.
Epiroc offers rewarding experiences and professional growth opportunities. Recognition for your hard work includes:
- 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
Join Our Team as a Product Support Specialist at Epiroc!
At Epiroc USA LLC, our Parts & Services Division (PSD) provides a broad range of services with the aim of maximizing customers’ productivity. We focus on spare parts supply, professional service, support solutions and training.
The Product Support Specialist role provides technical support and training regarding the Parts and Services Division (PSD) surface and underground products and services, to meet growth initiatives with focus on improvement of customer satisfaction. Driving the setup of new PSD products and the maintenance of existing products while securing good cooperation with PSD and the capital sales team is essential for success. The successful candidate will contribute to our continuous improvement initiative in our effort to identify and implement more efficient processes.
This role will have the opportunity to share technical expertise and problem-solving skills in such a manner that will result in improved customer satisfaction and efficiency. Effectively communicating and working with all Epiroc groups while providing best in class technical support for all internal and external customers is critical to success.
The work environment includes exposure to moving mechanical parts, fumes, airborne particles, and outdoor weather conditions. This role regularly requires lifting up to 25 pounds and frequently lifting up to 50 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position. Personal protective equipment (PPE) may be required in this role. This position is designated as Safety Sensitive.
Work Location: Near to Epiroc Service Centers in Ludlow, MA or Harrisburg, PA or proximity to international airport in New England, Northern Texas or mid-Atlantic area
Type of Work: Travelling to customer locations, 75% travel
Responsibilities:
- Troubleshoot equipment performance and reliability issues while delivering guidance to improve operational uptime and maintenance effectiveness.
- Provide product and application expertise for Epiroc Parts & Services Division (PSD) equipment to service centers, dealer partners, customers, and internal stakeholders.
- Communicate product updates, technical service information, and training materials across internal teams and customers to promote consistent equipment performance and customer satisfaction.
- Collaborate with planners, reliability personnel, and operational teams to support maintenance planning, scheduling, and development of standard operating procedures (SOPs).
- Support warranty and technical service activities, including technical campaigns, service bulletins, and coordination with Product Companies.
- Assist with maintenance strategy implementation, critical parts planning, and job plan development to improve equipment reliability and operational readiness.
- Conduct machine inspections, technical evaluations, and related field support activities to identify improvement opportunities and support customer operations.
- Contribute to continuous improvement initiatives, KPI performance, technical training efforts, and cross-functional collaboration to strengthen service execution and operational efficiency.
Requirements:
- Certificate or degree from a Technical or Trade School in hydraulics, electrical systems, or related field or equivalent industry experience of 3 to 8+ years.
- Demonstrated understanding of mining or mineral extraction processes, equipment applications, and maintenance requirements.
- Strong mechanical and technical aptitude, including experience with hydraulic, electrical, control, and navigation systems used on Epiroc and other OEM equipment.
- Ability to troubleshoot technical issues, communicate effectively with customers and internal stakeholders, and support technical training initiatives.
- Proficiency with Microsoft Office Suite, internet, file management as well as the ability to learn Epiroc specialty software applications i.e. TechInfo, Rigscan, SharePoint, M3
- Successfully complete required Epiroc technical, application, and credential training programs for relevant product lines within established timelines.
- Maintain required US Department of Labor, Mine, Safety & Health Administration Training Certificates, or agree to complete the training program(s) needed to acquire the Training Certificates by date required by Manager
- Must maintain a valid driver’s license in good standing and be willing to travel up to 80% of the time domestically, with occasional international travel as business needs require.
- Preferred candidate will reside within close proximity to a major airport or Epiroc Service Center to support regional travel demands.
This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job. Employees are held accountable for all duties of the job.
Salary Range: The salary for this position is between $45.00 - $55.00 hourly, depending on experience and qualifications. This range reflects our commitment to fair pay based on skills, experience, and market standards.
Any background check conducted will be evaluated through an individualized assessment, taking into account the job’s specific requirements and the candidate’s circumstances.
Employment at Epiroc is “at-will,” which means that either you or the company can terminate the employment relationship at any time, with or without prior notice, and for any reason not prohibited by statute, in accordance with state and federal guidelines. All employment is continued on that basis. No supervisor, manager or executive of the company, other than the General Manager in a signed writing, has any authority to alter the foregoing. Signature of this document serves as acknowledgment of receipt and does not create a contract of employment.
Epiroc is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.
United. Inspired. Performance unites us, Innovation inspires us, and commitment drives us to keep moving forward. In the 150 countries where you can find Epiroc, we encourage our employees to take ownership of their own development and careers with the support of their leaders. We are committed to giving you every opportunity to succeed in a culture of innovation, diversity, and collaboration, combined with a caring atmosphere.
It all starts with people. The world needs metals and minerals for the energy transition and our cities and infrastructure must be developed to serve a growing population. To succeed, we need to speed up the shift towards more sustainable mining and construction industries. We at Epiroc accelerate this transformation, together with customers and business partners in more than 150 countries, by developing and providing innovative and safe equipment, digital solutions, and aftermarket support.
All new thinkers are welcome. We are looking for those who want to develop, grow, and dare to think new. In Epiroc we attract, develop, and retain diverse talent valuing authenticity and unique perspectives, driving our spirit of innovation. We foster an inclusive culture where diversity isn't just a goal but a part of our values and way of working. This is how we do business for a sustainable future. Learn more at www.epiroc.com
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