The Regional Product Specialist – Service Operations (Service Agreements) will be responsible for strengthening our service operations within the NASA region, with a special focus on service agreements, workshops, and field service performance. This role requires strong technical expertise in maintenance of mining equipment, advanced knowledge of ERP systems (such as M3, BPCS, or equivalent), and proven ability to support and improve operational excellence across multiple Customer Centers.
A key responsibility will be to provide technical support in maintenance contracts, including maintenance strategies, KPI definition and follow-up, planning and scheduling, as well as benchmarking performance with other regions. Beyond NASA, the specialist will also serve as a technical resource for other PSD regions, ensuring knowledge transfer, alignment, and best practice sharing globally.
This is a remote role, with scheduled travel to Customer Centers in the region to conduct audits, support implementation, and collaborate with local service teams. The role also requires preparing and delivering operational excellence reports and other performance reports relevant to service agreements and workshops.
Key Responsibilities
- Service Agreements & Workshops:
- Support the development, implementation, and monitoring of Service Agreements and Workshop operations in alignment with global PSD standards.
- Provide technical support on maintenance strategies, KPIs, planning, and scheduling within Service Agreements.
- Perform benchmarking of Service Agreement performance across regions, identifying best practices and areas for improvement.
- Review business cases and provide technical and economic recommendations to Customer Centers and BLMs.
- Conduct periodic performance reviews and audited assessments to ensure compliance in maintenance, safety, and repair activities.
- Operational Excellence:
- Evaluate the financial and operational performance of Service Agreements and Workshops across NASA, identifying gaps and supporting improvement plans for low-performing CCs.
- Provide expertise on ERP tools (M3, BPCS, etc.) for reporting, tracking, and performance management.
- Develop and deliver operational excellence reports and other reports associated with Service Agreement and Workshop performance.
- Collaborate with local service teams to maximize efficiency, reliability, and customer satisfaction.
- Customer & Stakeholder Engagement:
- Build and maintain strong relationships with Customer Centers, service partners, and internal stakeholders.
- Act as a bridge between global PSD teams and local operations, ensuring consistent execution and sharing of best practices.
- Provide technical support in Service Agreements topics to other PSD regions.
- Continuous Improvement & Innovation:
- Stay informed of emerging trends in mining equipment maintenance and service operations, applying them to enhance our offering.
- Support special projects and global initiatives related to service solutions.
Educational Qualifications & Skills
- Bachelor’s degree in Mechanical, Electrical, or Industrial Engineering (or related field).
- 5+ years of experience in maintenance of mining or heavy equipment, ideally in service operations or after-market support.
- Strong understanding of Service Agreements, Workshops, and Field Service models.
- Advanced user of ERP systems (M3, BPCS, or similar) and solid experience with business reporting.
- Demonstrated experience in maintenance strategy, KPI management, and planning/scheduling.
- Ability to prepare and present analytical and performance reports for decision-making.
- Demonstrated project management and problem-solving skills in a fast-paced environment.
- Excellent interpersonal and communication skills with the ability to interact at all organizational levels.
- Fluent in Spanish and English (both written and spoken).
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Epiroc is a global productivity partner for mining and construction customers, and accelerates the transformation toward a sustainable society. With ground-breaking technology, Epiroc develops and provides innovative and safe equipment, such as drill rigs, rock excavation and construction equipment and tools for surface and underground applications. The company also offers world-class service and other aftermarket support as well as solutions for automation, digitalization and electrification. Epiroc is based in Stockholm, Sweden, had revenues of more than SEK 60 billion in 2023, and has around 18 200 passionate employees supporting and collaborating with customers in around 150 countries. Learn more at www.epiroc.com. |