Technical Services Analyst

We are currently looking fr a Technical Services Analyst to join our team in Indonesia. 


Key Deliverables and Responsibilities

In Office:

• Provide commercial support to address request and enquiries
• Provide timely phone, email and remote access support for existing customers
• Record/document all customer issues through to resolution using Wenco’s issue tracking system
• Plan and practice for system implementation and upgrade projects
• Review, contribute and develop documentation, forms and reports to better support customers and continuous improvement activities
• Perform Triage Desk 1st line support function. Identify, resolve/escalate any customer disputes to ensure that outstanding issues are addressed.
• Develop and build close customer relationships and loyalty through high quality and professional delivery of technical customer services.
• Maintain regular contact with customers and have a communication channel that allows feedback on SmartCap performance and perception in the marketplace.
• Develop and provide one-on-one and classroom training on the use and administration of the system.
• Be the Voice of the Customer and provide feedback to Wenco Team to ensure
• Product Develop Team activities and deliverables produce timely, workable solutions for all stakeholders
• Update job knowledge by keeping up with new material and participating in educational opportunities
• Identify and communicate potential new sales, upsell opportunities

On Site:

• Perform successful implementations and upgrades
• Conduct site inspection and reports in preparation of deployments.
• Use and enhance existing systems for reliable and efficient customer deployments
• Coordinate resources from customer staff as required
• Organize and provide training on the use and administration of the system as required for customers and Wenco personnel using one-on-one and classroom training environments.
• Identify, troubleshoot, and resolve software, hardware and network issues
• Escalate any customer disputes to ensure that outstanding issues are addressed.
• Maintain up to date site specific and safety training requirements.
• Disassemble to component level and repair faulty parts
• Keep personnel equipment operational through maintenance and care
• Identify and communicate potential new sales, upsell opportunities

• 3-5 years of successfully implementing new technologies through project management, change management and training
• Diploma in Electronics, IT, training or safety, electronics, communications, or IT discipline. Practical or military experience to an equivalent level.
• Solid understanding and experience with Safety Systems and Products
• Mining, Transportation or Oil and Gas experience/knowledge would be an asset
• Background in training/coaching/mentoring helpful
• Real-Time software systems
• Mobile Computing
• Windows proficiency
• Valid driver’s licence
• Power BI, quicksight, excel, word, PowerPoint,
• SureMDM, Team Viewer, Surelock, Nixagent helpful
• Knowledge and practical troubleshooting of electronics
• Able to complete and troubleshooting basic installations including equipment assembly, mounting, running cables and electrical wiring
• Be proficient at using basic tool set
• Proficiency with communications telemetry including cellular, WLAN, subnets, firewalls and network traffic flow

Skills and Abilities

• Solid technical, analytical and problem-solving skills
• Solid written and verbal communication skills
• Strong presentation skills
• Strong ability to work in high-pressure environments (especially when on-site in remote mine site locations)
• Strong ability to work effectively both in a team environment and as an independent contributor
• Ability to prioritize and multi-task based on customer and business needs
• Ability to build long term relationships with clients