Wenco International Mining Systems (www.wencomine.com), 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.
Reporting to the Client Services Manager, North America, the Senior Field Services Analyst leads complex and higher-risk field work across Wenco's hardware, network and software systems, at client mine sites and remotely. The role combines advanced hands-on field capability with the judgement to set a standard and carry it across sites.
The role is central to new product introductions and early deployments. It establishes the installation baseline that support depends on, provides Wenco's field presence while a new system stabilises, and builds the procedures, as-built standards, troubleshooting guides and training material that Client Services relies on afterwards.
Key Deliverables and Responsibilities
Field leadership
- Lead installation, commissioning and verification on new deployments, including complex and non-standard installs
- Establish and verify the installation baseline at each new site: installed to standard, as-builts recorded, QA check completed, and the unit running clean before it is handed to operators
- Perform advanced root cause analysis across hardware, network and software faults, and apply repeatable methods across a range of fleet vehicles
- Lead implementations and upgrades of hardware and networking to Wenco standards
- Carry a consistent standard across sites rather than site-by-site variation
Deployment quality and knowledge
- Provide Wenco's field presence during new deployments: follow the system in real use and feed findings back to product and engineering teams
- Build the installation procedures, as-built standards, troubleshooting guides and training material Client Services depends on after handover
- Contribute to product documentation and to the improvement of field processes and standards
Support, client and team
- Resolve software, hardware and network issues; escalate only genuinely complex cases, with complete documentation
- Deliver client training on system use, administration, and the Wenco support and RMA process
- Represent Wenco on site as a single point of contact, handling escalations and building long-term working relationships with client personnel
- Mentor Field Services Analysts on installation methods, product depth and systematic troubleshooting, and support onboarding of new team members
- Work within and reinforce Wenco's quality-managed support and escalation process
Experience and Knowledge
- 5–10 years across hardware installation or field services and technical software support, in mining, industrial technology or a related environment
- Diploma or degree in Electronics, Engineering, Computer Science, Mechatronics, or a related IT or mining discipline; or equivalent practical experience
- Advanced experience installing, commissioning and troubleshooting rugged computers, radios, GPS antennas and cabling on heavy or light equipment
- Advanced knowledge of networking, radio and LTE connectivity, GNSS including RTK, and electrical fault-finding
- Windows and Windows Server environments, virtual machines, and database operations (SQL); real-time software systems
- Experience commissioning or supporting new technology in the field, where procedures are still being written, is highly valued
- Mining experience required or strongly preferred; exposure to fleet management systems highly valued
- Valid driver's licence and valid passport; able to travel to remote and northern sites
- French language capability is preferred, though not required, for work at French-speaking client sites in Canada
Skills and Abilities
- Strong technical judgement across hardware and software, and the ability to separate a product fault from an installation or network fault
- Disciplined documentation: able to turn field experience into procedure others can follow
- Credible and calm with clients under pressure, including at supervisor and management level
- Mentors effectively and raises the capability of the people around them
- Comfortable working in remote locations and extreme conditions, including underground environments, and able to lead work on site
Travel: Extensive (up to 80%). Active mine sites across North America, including remote and northern operations; international travel as required.
Base salary of $110,000 - $130,000, commensurate with experience and qualifications.
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 work place 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.
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As our team experiences high volumes of applications, only shortlisted candidates will be contacted. To be considered, please ensure a resume is attached.
