The Technical Specialist is responsible for providing quality technical support and for developing the technical competencies of the customer and internal personnel. 

Key responsibilities include: 

Technical Expertise 

• Provides technical training to the service network on proper operation, maintenance and troubleshooting practices. 
• Provides technical support to end users, operators, and service personnel in cases of complex technical issues. 
• Provides relevant feedback to factories to enable improvements to the equipment or its operation. 
• Assists in compiling accurate data to process warranty claims and Rock Tool improvements. 
• Investigates warranty claims proactively and reactively to enhance customer satisfaction and provide feedback to the respective factories. 
• Assists factories with field-testing and trials of new products and updated components to ensure proper and safe operation. 
• Performs Rock Tool demonstrations in a safe manner. 
• Assists in the training of distributors. 

Customer Service 

• Provide on-site technical assistance to resolve issues. 
• Assists customers with parts interpretations and recommended stock holdings. 
• Develop customer relationships to ensure customers have a positive experience and remain loyal to the Sandvik brand. 

Safety and Environment 

• Complies with SMC safety policies and applicable government, customer or industry regulations or requirements. 
• Identifies and reports any unsafe work habits. 
• Strives to find safer ways for customers to work with Sandvik’s products. 

Personal Leadership 

• Ensures that all activities are carried out in accordance with Company Values and current Company Policies and Procedures. 
• Takes responsibility for personal development and enhancement of skills. 
• Proactively ensures community involvement within the area of responsibility. 

Key Accountabilities and Performance Measures

• Provide training to increase the competencies of Rock Tool users. Measured by customer and Sandvik personnel competence.