Product Support Manager

Product Support Manager

Terelion is a global company servicing the Mining business. We operate in over 120 countries providing premium drill bits, DTH and RPS, knowledge and expertise to achieve customer goals. The key to the company's success is our innovative employees. Terelion offers an exciting and fast paced work environment, attractive benefits, and competitive pay. If you're looking to invest in your career development, Terelion is the right place for you. Come join our team!

Key Performance Areas

The Product Support Manager is responsible for overseeing all aspects of product and equipment support for mining operations. This role serves as the primary liaison between operations, maintenance teams, equipment manufacturers, and suppliers to ensure optimal equipment performance and customer satisfaction. The successful candidate will drive continuous improvement initiatives, manage support contracts, analyze equipment performance data, and lead a team focused on maximizing equipment uptime and operational efficiency.

Essential Duties and Responsibilities

• Lead the product support function for mining equipment and related technologies, including team leadership, mentoring, and technical support.
• Develop and execute support strategies that improve equipment reliability, availability, utilization, and overall fleet performance.
• Build and maintain strong relationships with operations, maintenance teams, OEMs, suppliers, and service providers.
• Analyze equipment, maintenance, and operational data to identify trends, resolve issues, and drive continuous improvement.
• Coordinate warranty claims, technical escalations, component failures, equipment rebuilds, upgrades, and life-cycle management activities.
• Manage product support budgets, service agreements, maintenance contracts, and supplier performance expectations.
• Ensure compliance with safety, regulatory, and environmental requirements while preparing reports and recommendations for senior management.

Your Profile

• Bachelor's degree in Engineering, Business, Heavy Equipment Management, or a related field, or equivalent combination of education and experience.
• Minimum of 7 years of experience in mining, heavy equipment, construction, or industrial product support environments, including at least 3 years of leadership or management experience.
• Strong knowledge of surface and/or underground mining equipment, maintenance practices, OEM relationships, and heavy equipment manufacturers such as Caterpillar, Komatsu, Epiroc, Sandvik, or similar.
• Proficiency with equipment management systems, maintenance software, data analysis tools, and project management practices.
• Strong communication, relationship management, analytical, and problem-solving skills.
• Valid driver's license and ability to travel to mine sites as required.
• Preferred qualifications include a professional engineering designation or advanced technical certifications, experience with reliability-centered maintenance, condition monitoring, predictive maintenance, fleet management systems, service contracts, and supplier relationship management.

Key Competencies

• Leadership, team development, and safety leadership
• Customer focus, relationship management, and communication
• Strategic thinking, operational excellence, and continuous improvement
• Technical expertise, financial acumen, and data-driven decision making

Working Conditions

• Regular travel to mine sites and operational facilities.
• Work may involve exposure to outdoor environments, mining operations, and industrial settings.
• Must be able to comply with all site-specific safety requirements, including personal protective equipment standards.

Benefits

Sandvik offers a comprehensive total compensation package including a competitive benefits package of life, health, dental, and disability insurance, paid time off, paid holidays, and a 401(k)-retirement savings plan. In addition, we provide opportunities for professional competence development and training, as well as opportunities for career advancement.

Sandvik is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. Any applicant who, because of a disability, needs accommodation or assistance in completing an application or at any time during the application process should contact Human Resources at View email address on click.appcast.io. Sandvik also provides reasonable accommodations to employees with disabilities consistent with its obligations under the law.