Proactive Support Desk Officer (Santiago, Chile)
Santiago, Chile
hace 2 días

About GroundProbe

We are GroundProbe, a global technology leader specialising in real-time solutions for measuring and monitoring geohazards.

For 20 years, we have been creating state-of-the-art technologies and software that deliver precise and reliable information.

Coupled with expert services and support, we give our customers the certainty they need to make critical decisions, with confidence.

Leading mining and civil operators in over 30 countries rely on us to better manage risk, maintain operations and production, and keep people and communities safe.

It’s an exciting time for us. Our cutting-edge technology, continual focus on innovation and enviable culture has won us a long list of awards, including #1 Most Innovative Company and #2 Best Place to Work in Agriculture, Mining & Utilities in Australia and New Zealand.

Every day we embrace new ways of thinking, and we believe that our people around the world are our most important resource.

GroundProbe is part of Orica Monitor, a business stream of Orica.

About the opportunity - 16436 - Proactive Support Desk Officer (Santiago, Chile)

The purpose of the Proactive Support Desk Officer is to :

  • Increase global customer satisfaction by anticipating customer issues and addressing them proactively.
  • Provide technical support for Support desk officer (24 / 7 support desk), GSS, business units and customers through an effective helpdesk process.
  • Support monitoring, auditing and maintenance of key reliability processes and systems.
  • Provide data analytics of reliability and maintenance data from monitoring systems operating the field. These will drive predictive diagnostic processes, minimising unplanned maintenance / breakdowns.
  • Support in maintaining CRM and ERP system.

    Office hours Monday to Friday

    What you will be doing

  • Work safely, and with regard to the safety of others, including :
  • o Compliance with all OH&S policies and procedures.

    o Actively work to improve safety in the workplace.

  • Provide proactive technical support to external and internal customers, including :
  • o Perform monitoring of GroundProbe’s Equipment by checking data quality parameters and telemetry.

    o Perform Predictive data analytics from web upload and MTM records

    o Perform maintenance audit for all business units.

    o Provide technical analysis based on monitoring activities, escalate and report in accordance with correct escalation process.

    o Maintain CRM system and managing support desk tickets to ensure customer problems being addressed in expected timeframe.

    o Perform Effective and timely triage of issues and customer focused tracking to closure Development of customer facing FAQ

    o Assist in managing ERP and CMMS System. Including inventory balancing :

    o Completion of tasks and projects as detailed within action plans.

    Assets this role is accountable for maintaining :

    Knowledge :

  • Proven track record or demonstrable ability to successfully operate within a product reliability and support program.
  • GroundProbe products.
  • Technical background / experience.
  • Working effectively within a cross functional team.
  • Proven track record of successfully working within the operations function of a business - desirable
  • Mining Industry desirable.
  • General international business and geography knowledge and understanding desirable.
  • Technical Skills :

  • Excellent communication, presentation and reporting skills and highly service orientated
  • Software applications :

  • Microsoft Office.
  • ERP system (Microsoft AX desirable).
  • Microsoft Access
  • Microsoft Excel (Advanced level desirable)
  • Languages :

  • Fluency in English.
  • Working knowledge in Spanish and / or Portuguese and / or Chinese (Mandarin) desirable
  • Social Skills :

  • Develop, influence and maintain positive and professional relationships with people fulfilling a range of roles in existing customer organisations.
  • Ability to develop, influence and maintain positive and productive relationships with internal customers, colleagues and manager.
  • Positive behaviours including contributions to problem solving and planning, listening, co-operating and supporting team.
  • Application :

  • Ability to clearly understand role requirements and to successfully deliver on these to a high standard, on time and with limited supervision or direction.
  • Ability and willingness to travel independently to a range of global locations, including customer sites and GroundProbe offices if required.
  • Tenacity and ability to solve unique problems.
  • Cultural Fit :

  • Alignment with GroundProbe way of doing business and values (Safety first, Customer focus, Honesty and Integrity, Innovative solutions and People matter).
  • Problem Solving :

  • Ability to successfully diagnose performance trends and continuously improve output within existing systems or methodology.
  • Good understanding of issues relating to design of individual systems required to achieve best-practice in operational reliability programs and related areas.
  • Innovative ideas and approaches.
  • What we offer

    As part of a truly global company, you will have the ability to grow and learn in a diverse, collaborative culture. We foster relationships and learning through connected global and local teams, promote flexible and diverse career paths and support the development of your knowledge and skills.

    You will be paid a competitive salary, learn from talented individuals across multiple disciplines and be able to thrive in a safe workplace within a collaborative culture.

    Ignite your career at a place where your distinct potential can find its home.

    Our commitment :

    GroundProbe promotes and fosters a culture of inclusion and Equal Opportunity Employment everywhere we operate. We treat our people and applicants with fairness, dignity, and respect, getting the best of everyone’s contributions.

    All qualified applicants will receive consideration for employment without regard to race, religion, sexual orientation, gender perception or identity, nationality, age, military or veteran, marital or disability status.

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