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 partnersProvide 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 systemReview and contribute to product documentationParticipate in formal training, but also maintain knowledge of the evolving system through reading and information sharing with other engineersConsult with Product Management on system use cases for product developmentCollaboratively work with Wenco Development Teams, Regional Support teams, and Product Management ensure Wenco applications and solutions are functioning correctly and delivering value to end userWork 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 issuesAnalyse and reproduce issues/bugsParticipate actively in quality risk assessmentsInvestigate customer issues and identify the root cause of problemsDocument results and feedbackProvide input for Technical Writing team with customer-facing documentsFacilitate internal and external trainingRemote or On-Site Services
Identify and document end user requirementsProvide pre-implementation planning and support servicesProvide post-implementation solution configuration, validation and assist customer/partner in initial use of solutionProvide 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 issuesWork 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 issuesExperience 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 managementExperience with IT systems, software programming and data base systems is a plusExperience creating and delivering presentations to technical audiences.Skills and Abilities
Understanding of mining operations, as well as with IT systemsAbility to understand business problems and how to apply technology and processes to meet problemsAbility to set objectives and develop plansProactive problem solver, with strong analytics and ability to map analysis to business prioritiesAbility troubleshoot and provide solutionsAbility to use Microsoft Office tools (Excel reporting, Powerpoint presentations and Word)Experience in Change Management for maintenance processes a plusGood communication skills (report creation, written and verbal communications)Excellent listener and consultative communicatorProven self-starter with ability to turn objectives into actions and resultsStrong integrity and team player in support of Wenco cultureAbility to travel internationallyAbility to work a rotating 12-hour shift rosterLeads by example;
seeks opportunities andhas a positive outlook, does not seek to blame or deflectVerbal 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 improvementsCooperation/Teamwork – conveys a sense of teamwork, respectful of others, seeks to work towards a common goal.Dependable and delivers a consistent good standard of workWorks diligently at achieving results and able to ‘own’ a problem so that results are achievedOpen 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
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