MPC Technical Consultant
Modular Mining
Johannesburg, South Africa
4h ago

MPC TECHNICAL CONSULTANT CUSTOMER SERVICES Job Purpose : Review customer product status and usage, establish improvement opportunities to help the customer utilise the system optimally and ensure quality and value delivered to customers.

Role will include reviewing mining processes, SOP’s and their integration with Modular products, consulting services, & ensuring Mine plan is followed.

Travel requirements - Up to 50-60% Job Requirements Title Description

  • B.Sc. Engineering
  • Degree in Electronic or Computer Science is required
  • Min 7 years with Modular Mining Systems
  • Strong understanding of Modular products and abilities in the Mine. Excellent relationship with customers and strong understanding of customer needs.
  • Min 5 years of Mining Experience
  • Expose to mine operation environment
  • Product & Domain Knowledge
  • Strong knowledge of Modular products; Installation, support and development
  • Interpersonal skills
  • Excellent interpersonal skills
  • Personality attributes, DISC profile
  • Must meet the sated requirements of the DISC profile for Role
  • Excellent written and verbal communication
  • Must be able to communicate fluently with the customers and coworkers
  • Job Responsibilities Title Importance Description Operations : Technical Support & Service

  • Perform technical troubleshooting and fixes
  • Provided intuitive solutions; even outside of Modular Products
  • Good communications with development managers to create alignment with in field solutions and generic solutions
  • Create Site visit reports & action items
  • Review and manage development & distribution of close out reports & recommendations.
  • Generate or create relavent KPI reports.
  • Rollout projects and initiatives ensure correct documentation and processes are followed and implemented
  • Implement compliance measures and KPI’s
  • Communication and reporting for customer w.r.t open issues and system usage compliance, KPI’s
  • Manage Performance Assurance and Mine Planning Compliance Procesess
  • Conduct & implement change management
  • Perform workshops, training and coaching to ensure the awareness, hability and training during MPC
  • Develop business cases and justification which support PA, MPC, marketing and sales
  • Generate, implement and present MPC KPI’s (Data Integrity, EFOF, FOF, LHE), system reliability and other relevants KPI according the scope of MPC visit
  • Assists Sales team with technical proposals for Mine Plan Compliance
  • Develop activity plan with Customer Value Mining Services in order to ensure that Technical team addresses issues that will result in improved customer satisfaction.
  • Applications observation

  • Establish improvement opportunities such as training, assisted operations and advise on system usage and navigation
  • Document & communicate findings to the customer
  • Provide recommendations to the customer
  • Logistics

  • Communicate with the customer confirming the visit plan
  • Coordinate travel and accommodation requirements
  • Aquire approval from customer before site visit
  • Assist to Coordinate Performance assurance activities at the mine
  • Organize permissions from the customer to conduct work on site. ( including medicals and inductions )
  • Internal Business Process

  • Implement and maintain the Performance Assurance Process (PAP)
  • Rollout projects and initiatives ensure correct documentationand processes are followed and implemented
  • Compliance

  • Monitor and provide technical advice on tasks performed to the MPC teams
  • Provide guidance to team members
  • Review and report deliverables per plan
  • Ensure team compliance to safety and other local policies of the site and the region
  • Administration

  • Ensure all approvals from designated managers internally before site visits
  • Ensure all internal labour requests are captured and approved
  • Create activities on Zendesk activities and log time accordingly
  • Comply with Mine safety rules as well as Modular safety policies.
  • Ensure resources comply with all travel requirements needed for the destination
  • Job Relationship Direct Manager : Regional MPC Solutions Manager Competencies Competency Description Required Level Importance Troubleshooting Determines when investigative calls to customer are required to solve issues

  • Asks customers appropriate questions to properly scope the problem
  • Gains an understanding of customers’ needs and how they use the product
  • Invests necessary time to identify root cause
  • Requests assistance from more knowledgeable team members when unable to identify root cause or solution 5- Extremely Effective 5- Extremely Important Modular Products Restarts services
  • Cleans databases
  • Diagnoses UNIX / Linux & windows OS problems
  • Diagnoses Dispatch 5 & 6 problems
  • Configures applications. 4- Very Effective 3- Important Technical Services - Customer Service Manages difficult or emotional customer situations effectively
  • Responds promptly to customer needs
  • Maintains courteous and professional demeanor
  • Anticipates what internal and external stakeholders must know about support issues / requests, and provides the information to relevant stakeholders
  • When unable to solve support issues, takes the initiative to find help without losing ownership of the issue
  • Does not take irreversible action without proper investigation
  • Avoids quick fixes and creates sustainable solutions
  • Verifies problems are resolved before closing service requests
  • Solicits customer feedback to improve service
  • Meets commitments
  • Makes special efforts to ensure that customers are satisfied 4- Very Effective 4- Very Important Technical Services - Quality of Work Maintains work standards
  • Produces work that is accurate and complete according to specifications
  • Utilizes available materials and methods to ensure completion of high quality work within budget
  • Completes work that requires few corrections or revisions 4- Very Effective 4- Very Important Technical Services - Technical and Professional Knowledge Keeps up-to-date on technical information, technology, policies, and procedures, and uses such knowledge effectively
  • Serves as a resource person on whom others rely for technical advice
  • Keeps informed of the latest developments in his / her technical area of expertise 4- Very Effective 4- Very Important Technical Services - Problem Solving Identifies and anticipates potential problems for timely corrective action
  • Assesses the strengths and weaknesses of solutions and develops effective action plans
  • Recognizes problem situations and utilizes creative problem solving methods to identify solutions to problems
  • Correctly diagnoses a problem and then solves it himself / herself or identifies who can solve it
  • Appropriately prioritizes problems to determine their urgency
  • Works tenaciously to solve problems despite obstacles
  • Develops new or better ways of performing tasks 4- Very Effective 4- Very Important Technical Services - Planning and Organizing Plans work efficiently to meet short-term goals
  • Prioritizes work to accomplish tasks within given timeframes / deadlines
  • Acquires resources needed to complete assignments 5- Extremely Effective 5- Extremely Important Key Performance Indicators
  • Customer Performance

  • Customer Data Integrity (Improvements and sustainability)
  • MPC KPI’s (Loading and Hauling Effciency, PA Utilization KPIs as FOF and EFOF, Hang and Queue, High Precision compliance, short term mine planning gap analysis, ETKPH)
  • Customer System compliance KPI’s (i.e operator route compliance, administrator compliance etc)
  • Customer Productivity KPI's (Show value in use aligned to customer objectives)
  • System / hardware rollouts / updates with related success measures (Projects)
  • Integration of best practises into the mine processes
  • Correct use of Modular product
  • Development of solutions to meet the customer needs
  • Customer Satisfaction

  • Value in use by utilising the Modular Suite of products
  • Compliance to the mine plan
  • Deliver value
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