Technical Support Representative

1. General

For respective OEMs:

• Monitors and follows-up all technical support issues between OEM’s and BIA organization, acting as a single point of contact between OEM’s and BIA organization.
• Comply with the OEM standards, tools and processes.
• Provide best in quality and in time technical support to After market internal customers.
• Ensure that the after-market community complies strictly with all OEM's claims and technical obligations.
• Develop and maintains effective quality feedback processes to support the OEM’s.
• Ensure that the management and distribution of all technical information received from the OEM’s to the BIA Organization are in place and monitored.
• Prepare and submit required reports and feedback (including statistics and progress reports on Technical issues) to BIA management.
• Perform state of the art claim files towards the OEM and maximize claim recovery.
• Conduct regular meetings and organizes monthly reporting on Technical Support topics (Technical issues, FC’s, TSI’s, etc) with OEM’s and with BIA aftermarket community.
• Perform remote or on-site technical investigations on major technical issues respecting communication paths between BIA local team, OEM, and customers.
• Perform analysis and support deployment of digital solutions (Smartfleet, OEM programs..) to support technical investigations.

2. Organization and people management

• Facilitate and actively promote sharing of best practices across countries through the creation of a community of technical support teams.
• Escalate High urgency/high visibility issues and blocking points to Management when necessary.

3. Other duties:

• Monitor shovel performance and recommend improvements to maximize efficiency.
• Analyse machine data (via KOMTRAX Plus or other telemetry systems) to detect potential issues.
• Provide technical support to the client and maintenance teams for optimal equipment utilization.
• Assist in diagnosing and troubleshooting mechanical, hydraulic, and electrical issues.
• Ensure proper execution of preventive and corrective maintenance plans.
• Recommend component replacements and overhauls based on condition monitoring/ oil sampling.
• Ensure all maintenance and repair activities comply with site safety regulations.
• Identify potential hazards related to shovel operations and recommend safety measures.
• Assist in forecasting and managing spare parts inventory to minimize downtime.
• Provide detailed technical reports and recommendations to both the site and BIA.