Customer Experience Specialist

Wenco International Mining Systems, a subsidiary of Hitachi Construction Machinery (HCM), provides industry-leading, innovative technologies to customers in the mining and material movement sectors, enabling sustainable and safe operations. The Customer Experience Specialist acts as the primary point of contact and technical solution Subject Matter Expert (SME) for the installation, configuration, and delivery of HCM's asset health, productivity, and ESG product called ConSite Mine+ (CSM+).

The Specialist will be the central point of contact for information, enquiries, and technical support of CSM+ (and related digital solutions) to ensure benefits realization for both current and prospective Hitachi Construction Machinery (HCM) dealer-users.

The successful candidate will leverage their deep working knowledge of asset management and its related technologies, particularly CSM+, to help Wenco and HCM dealer teams optimize the implementation, configuration, usage, and value benefits of CSM+.

The Specialist will also educate dealers and users about the product and help them understand, generate, and detail the value of HCM digital solutions. To ensure the early success of CSM+ deployments, this role will coordinate project tasks around the implementation and use of the solution during the Proof of Value (PoV) and act as customer and dealer technical liaison for the solution.

This may involve, but not limited to, frequent checking-in with customers and dealers to help address any questions and issues, creating support tickets, and tracking its resolution to provide feedback to dealers and customers.

1. Become the SME and primary point of contact for implementation, support, and value generation for CSM+ technical solution for dealers and their customers.
2. Coordinate PoV implementations between dealers and delivery teams and work with dealer(s) and Wenco staff to support the in-field installation of the CSM+ PoV and subsequent ecosystem partner solutions.
3. Maintain a regular contact cadence with dealers to address any technical or solution usage questions, concerns, or roadblocks associated with either the use or installation of CSM+.
4. Monitor the status of the PoV with individual dealers and provide timely updates on any progress, risks, or issues.
5. Understand the costs and value from implementation, configuration, training, and support of solution and work with the Manager – Customer Experience to determine value and contribution to overall profitability.
6. Assist with being the first level of CSM+ support for dealers, and coordinate with Wenco Support as required to establish, document and continuously improve business processes.
7. Create, maintain, and provide system documentation.
8. Facilitate the promotion and sale of the product by creating business cases and assisting with presentations and meetings.
9. Continuously improve CSM+ project planning, reporting, documentation, and standards.
10. Assist with product improvement and gap identification.
11. Formulate constructive and mutually beneficial working relationships with CSM+ users.

1. Successful CSM+ PoV as measured by number of active dealers, and based on HCM / dealer feedback on achieving their business value objectives.
2. Document, communicate, and continuously improve all processes related to development, delivery, support, and usage of the CSM+ PoV, including calculation of associated costs to execute.
3. Using the knowledge gained through the CSM+ PoV program, create Go to Market (GTM) materials for dealers to help understand the product, use cases, and business value.

1. Bachelor's degree in either Mechanical, Mechatronics, Computer, Electrical Engineering or similar preferred.
2. Mining, Geology, IT Systems or Mathematics acceptable.
3. Primary / major studies in computer programming, SQL and common query languages, or data analytics is highly regarded.
4. Demonstrated hands-on technical customer support experience with mining equipment and/or software-based asset health solutions for mining.
5. Deep knowledge of asset management principles, processes, KPIs, standards, and best practices in the mining industry.
6. Previous experience with deploying and supporting asset health technologies and services for mining or similar industry (e.g. oil and gas, etc.)
7. Knowledge of, and previous experience with, remote operations monitoring highly desirable.
8. Experienced with reporting in multiple BI / analytics tools highly desirable.
9. Experienced with working in cross-functional and remote-based teams.
10. Solid understanding of Hitachi and other OEM mining equipment fleets is highly desirable.
11. Experience with software-based or application-based troubleshooting: analyzing logs, determining data flow, querying databases, investigating configurations and utilizing software-based troubleshooting tools.
12. Previous experience with on-board communications and data equipment/hardware is desirable: understanding wiring schematics, connections, interfaces, operating systems (Linux, Windows, Blackberry Pi) and remote troubleshooting.
13. Previous experience working with, and knowledge of, fleet management technologies in the open-pit mining industry will be highly regarded.
14. Understanding of software products and commercial models such as SaaS & DaaS desirable.
15. Experience in creating, maintaining, improving, and delivering presentations and other materials to both technical and business audiences.
16. Fluency in English is a must, Japanese is desirable (or the willingness to learn).
17. Travel of up to 30% may be required (must have a valid passport and legally be able to travel internationally if required).

1. Aptitude to understand the needs of the customer, along with an ability to understand their business problems, with knowledge of how to apply technology and processes to address problems.
2. Ability to self-learn without external motivation.
3. Ability to work effectively in a cross-functional and remote team.
4. A naturally high motivation to achieve excellence and get tasks completed on time.
5. Ability to form mutually beneficial working relationships with customers, dealers, and colleagues.
6. Highly organized, analytical, structured, and detailed work ethic.
7. Able to break down complex technical concepts or processes and effectively communicate them to a variety of audiences.
8. Proactive and creative problem solver and able to 'own' a problem so that results are achieved.
9. Dependable and delivers a consistent good standard of work.
10. Strong verbal and written English communication skills.
11. Naturally curious and promotes and displays knowledge-sharing with others.
12. Understanding of mining operations, particularly with maintenance, as well as with IT systems.
13. Ability to use Microsoft Office suite and knowledge of database queries.
14. Ability to manage multiple priorities and projects simultaneously.
15. Strong integrity and team player in support of Wenco, HCM, and group company culture.

Wenco advances the efficiency and safety of the world's surface mining equipment through our fleet management systems. We are committed to providing a stable yet exciting workplace environment for individual employees to build and grow their career with the Company. Wenco is an Equal Opportunity Employer.

Disclaimer: The information in this description has been designed to indicate the general nature and level of work performed by employees. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. It is not intended as an employment contract. Job descriptions are subject to change, which may not necessarily affect compensation.