Job Description

Job Title: Technical Support Specialist (Role type: Technical Support)
Note: The job title may vary, depending upon the years of experience and internal parity.
Related product portfolio: ATD Products
Job Mission:
To provide exceptional technical support to customers utilizing our ATD products, ensuring optimal performance, maximum uptime, and customer satisfaction.
Your key Responsibilities are:

• Training: To Field Service for routine inspections, preventive and corrective maintenance, on-site troubleshooting.

• Technical Support: Customer support, operator training, dealer support.

• Parts Management: Ensuring parts availability and inventory management at OEM level.

• Sales Support: Product demonstrations and sales consultation.

• Safety Compliance: Enforcing safety protocols and regulatory compliance.

• Data Analysis: Collecting and analyzing data for performance improvement.

General Task of you and your department:
Technical Support:

• Provide timely and accurate technical assistance via phone, email, or on-site visits.
• Troubleshoot and diagnose complex issues, identifying root causes and recommending solutions.
• Offer guidance on product operation, maintenance, and troubleshooting procedures.
• Conduct remote diagnostics and provide step-by-step instructions for issue resolution.
• Collaborate with engineering and service teams to address complex technical challenges.

Field Service:

• With the help of dealer team
• perform on-site inspections, repairs, and installations.
• Conduct routine maintenance and preventive checks to ensure optimal performance.
• Troubleshoot and resolve field issues, including hydraulic and mechanical problems.
• Coordinate with the dealer team to schedule service appointments and minimize downtime.

Customer Relationship Management:

• Understand customer needs by actively listening, asking relevant questions, and identifying specific requirements.
• Leverage product knowledge to recommend suitable product, based on customer needs and technical specifications.
• Build strong relationships with customers through effective communication and problem-solving.
• Proactively address customer concerns and exceed expectations.
• Gather feedback on product performance and customer satisfaction.
• Identify opportunities for product improvement and share insights with the product development team.

Department Responsibilities:

• Technical Expertise: Stay up to date with the latest technologies and industry trends related to ATD products. Continuously expand knowledge of product features, limitations, and troubleshooting techniques. Participate in training programs to enhance technical skills and product knowledge.
• Customer Focus: Prioritize customer satisfaction and strive to deliver exceptional service. Respond promptly to customer inquiries and service requests. Maintain accurate and up-to-date customer records.
• Problem-Solving: Employ a systematic approach to problem-solving, analyzing issues and identifying root causes. Develop creative solutions and workarounds to address complex challenges. Document troubleshooting procedures and lessons learned for future reference.
• Teamwork: Collaborate effectively with colleagues in sales, engineering, and service departments. Share knowledge and expertise to improve team performance. Contribute to a positive and supportive work environment.

Competencies

• Commercial background (University degree, equivalent education or through experience) with strong technology & application skills in construction and mining equipment.
• Excellent team-leadership skills and experiences
• Knowledge of common IT Tools (Microsoft Office)

Behaviors

• Customer centric, Agility, Accountability, Teamwork

Opportunities

• Interfacing domestic customer and international colleagues will broaden applicant's experience and enhance depth of applicant's career.
• Working upon Epiroc global work process will ram up applicant's competences.

Language requirements

• English
• Knowledge of any other language is an asset

Country and city description
Nashik is in the west central part of India is in Maharashtra state, is famous for its historical and religious background. Well connected to major metro cities, nearest being Pune and Mumbai. Mumbai is just 180 km and can reach in about 3 hour's drive by the 4-lane express highway. Nashik city has a very pleasant climate throughout the year. Nashik is famous for its grapes and wineries known as the Wine Capital of India. While Nasik is relatively large, it has a small-town feel: friendly people, many of whom speak English and is very safe. Has a reasonable population of expats due to the presence of MNCs and technical collaborations. Adequate facilities exist like housing, schooling, gyms, restaurants, shopping centre, Mall, Multiplex, etc.
Many reputed and large multinational companies like Mahindra Automobiles, Bosch, ABB, Siemens, Schneider, Glaxo Smith Kline, Hindustan Aeronautics, Crompton Greaves, Kirloskars, CEAT Tyres etc. have their operations in Nashik. Nashik industries are well supported by Industrial development zone within close vicinity.
Company presentation:
Epiroc is a leading productivity partner for the mining, infrastructure and natural resources industries. With cutting edge technology, Epiroc develops and produces innovative drill rigs, rock excavation and construction equipment, and provides world-class service and consumables. The company was founded in Stockholm, Sweden, and has passionate people supporting and collaborating with customers in more than 150 countries. Epiroc had revenue in 2017 of $ 3.7 billion USD and has more than 13,000 employees. Principal product development and manufacturing units of Epiroc are in Sweden, the United States, Canada, China and India.
Diversity is key to grow fresh and innovative ideas and solutions for our customers. In the 150 countries where you can find us, we encourage our employees to take ownership of
their own development and careers with the support from their leaders. This way our employees can grow in the business, wherever they are at their careers, from entry level to senior leadership. We are committed to give you every opportunity to succeed in a culture of innovation, diversity and collaboration, combined with a caring atmosphere. We are committed to give you every opportunity to succeed in a culture of innovation, diversity and collaboration, combined with a caring atmosphere.
Epiroc Product Company Nashik established in 1972, having young and energetic team of 230 strong employees. Five divisions operating as one organisation - Underground Rock Excavation (URE), Surface and Exploration Drilling (SED), Drilling Solution (DS), and Mining and Rock excavation Service (MRS).
Epiroc Product Company Nashik develops, manufactures and markets a wide range of mining and construction equipment for global market, with focus on the India market. Learn more at
Epiroc Product Company Nashik develops, manufactures and markets a wide range of mining and construction equipment for global market, with focus on the India market.
Learn more at
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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 .