Product Support Representative – Mining Equipment

SUMMARY

The Product Support Specialist (PSS) represents the company at the dealership/customer level. This role is responsible for maintaining good relations between the company, Dealer technicians, RSMs, and RBMs. The PSS assists our dealers in their troubleshooting efforts to provide top-quality service for the end users. They also focus on product improvement, dealer communication via FIR/CRM to resolve dealer and customer issues and concerns.

The Tech Support Expert provides technical support and assistance to our mining operations, troubleshooting and diagnosing issues (on‑site as needed) on Hitachi mining equipment.

• Assist with warranty claims 1st judgement and other items, as needed.
• Provide expert technical phone support and corresponding call logs.
• Troubleshooting and problem-solving as required (First Incident Response/FIR response/answer).

• 5+ years practical working experience in product support.
• Basic knowledge of hydraulics and electrics for hydraulic excavators and wheel loaders.
• Proficient with Microsoft Office Suite.
• Data analysis skills preferred.
• Additional duties as assigned/needed.

• Effective communicator with excellent customer‑service skills.
• Team player and detail‑oriented problem‑solver.
• Positive attitude and disposition with forward‑thinking mindset.