Job Description
Role Overview Provide expert-level technical support for the MineStar product family, delivering world-class customer service to mining customers and dealers. This role focuses on troubleshooting complex hardware and software ecosystems, resolving application issues, and acting as a subject matter expert (SME) in collaboration with Service Engineering and implementation teams. Key Responsibilities Technical Support & Troubleshooting Identify, troubleshoot, and resolve MineStar hardware and software issues for customers and dealers Resolve a high percentage of application issues; escalate promptly to advanced support when needed Troubleshoot the complete MineStar ecosystem, including: Sensors on machinery Onboard control units Onboard displays Network data transfers Application servers Provide hotline support and rotational coverage for MineStar products Perform incident management and root cause analysis for complex applications Customer & Dealer Support Deliver world-class customer service for MineStar hardware and software Communicate clearly (verbal and written) with customers and dealers regarding issue status and resolution Advocate on behalf of customers and dealers to resolve technical product issues Build and maintain strong working relationships with customers and dealers within the assigned region Collaboration & Escalation Act as a Subject Matter Expert (SME) for the MineStar product family within the Helpdesk Support team Escalate critical and high-priority issues to Service Engineering when required Communicate top priority issues and trends to Service Engineering leadership Partner with Implementation Teams to ensure smooth, problem-free transitions of new sites to Product Support Key Relationships Product Service Engineers: SME training, escalation point for complex technical issues Implementation Team: Site-specific discussions and coordination during new site transitions Customers & Dealers: Ongoing communication on issue status, resolution, and support outcomes Basic Qualifications Associates Degree Ability to learn and support complex software and hardware interactions Strong troubleshooting and analytical mindset Preferred / Additional Qualifications Mining industry experience Call center or helpdesk technical support experience Enterprise application support experience Experience providing first-call technical support directly to customers Moderate IT knowledge, including: Virtualization TCP/IP networking fundamentals Database fundamentals (Oracle, SQL Server) Windows Server and VM environments Microsoft client and server platforms Mechanical or electrical engineering background (preferred) Experience with incident, service, and root cause analysis processes Ability to communicate effectively with both technical and non-technical mining customers Technical Skills Core Skills & Competencies Technical Support Troubleshooting Help Desk / Helpdesk Support Incident & Service Management Provisioning ServiceNow Active Directory Networking (TCP/IP) Enterprise Application Support Soft Skills & Attributes Strong problem-solving and analytical skills Self-motivated with a desire to continuously learn new technologies Process-focused with disciplined execution Customer advocacy mindset Career-oriented; seeking long-term growth, not just a job Work Environment & Conditions Position requires periodic work in both open pit and underground mining environments Must complete and pass regulatory mining safety training Typical onsite mining support may include a full work week in mining environments Role supports 24/7/365 operations, requiring rotational shifts and occasional weekend coverage Job Type & Location This is a Contract position based out of Tucson, AZ. Pay And Benefits The pay range for this position is $19.00 - $24.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benef