Support Engineer

Job Title

About the role

Purpose: To proactively manage customer interactions—both potential and existing—by providing exceptional support to the company's sales and service functions. This role involves assisting with in-house engineering tasks related to product, process, and software enhancements. Additionally, it includes conducting product demonstrations, trials, installations, commissioning, maintenance, and troubleshooting at client sites as needed. The role also focuses on routine and corrective remote calibration of analysers. Responsibilities also extend to delivering presentations, generating reports, and performing data analysis to drive continuous improvement and customer satisfaction.

Key Responsibilities

Engineering

• Diagnose and identify root causes of reported hardware faults on instruments.
• Perform repairs or component replacements as required and validate solutions through testing.
• Develop and implement hardware solutions to recurring issues.
• Maintain software systems, including troubleshooting and resolving bugs or performance issues.

Manufacturing Support

• Provide technical support to the manufacturing team.
• Configure and deploy software during production processes.
• Address ad-hoc technical queries and assist with issue resolution.
• Source components when necessary and support integration of new parts.
• Complete required documentation as part of quality control (QC) processes.

Product Improvement

• Contribute to product and system improvement initiatives.
• Identify opportunities for enhancements in products and processes.
• Design, implement, test, and deploy software-related improvements.

Commercial Support

• Enhance customer experience while supporting business growth.
• Align customer requirements with product offerings and service capabilities.
• Deliver product demonstrations and technical presentations.
• Ensure all customer-facing documentation is accurate, professional, and aligned with company standards.

Client Support

• Provide ongoing and ad-hoc technical support to clients and subsidiaries.
• Build and maintain strong client relationships through effective communication.
• Take ownership of client issues, ensuring timely and collaborative resolution.
• Manage calibration and performance for multiple clients.
• Support Product Support Services (PSS) contract renewals through technical insights and performance feedback.

Client Satisfaction

• Contribute to the development of client references and case studies.
• Capture and document successful project outcomes, demonstrating value delivered.
• Strengthen overall client satisfaction and confidence in company solutions.

Skills and Experience

Education

• Bachelor's degree in electronic engineering or Mechatronic Engineering (B.Eng).

Technical Knowledge

• Linux operating systems and Bash scripting.
• Proficiency in Microsoft Excel.
• Basic understanding of contract and project management principles.

Experience

• Minimum of 2 years of experience in:
  • Electronic fault diagnosis and system improvements
  • Software development (Python, Pascal, or C)
  • Linux systems and engineering support
  • Work within mineral processing plants (preferred)

Additional Requirements

• Advanced proficiency in MS Office.
• Professional fluency in Spanish and, ideally, English.
• Availability for international travel (up to 50% of working days annually).
• Strong ability to work independently with excellent problem-solving skills and attention to detail.

Technical Competencies

• Strong knowledge of software development best practices (version control, code reviews, testing, documentation, and structured coding).
• Ability to develop, debug, and maintain software, including embedded systems.
• Solid understanding of hardware systems and how components interact.
• Experience in Linux systems administration and network management.
• Ability to read and create electronic circuit diagrams and perform electrical wiring tasks.
• Capability to analyze systems critically for continuous improvement.
• Experience in remote calibration of electronic instruments, with a clear understanding of performance impact.

Leadership Competencies

• Self-management: Ability to work autonomously, prioritize tasks, and manage workload effectively.
• Ownership: Accountability for client deliverables and assigned responsibilities.
• Coaching & mentoring: Ability to guide, support, and develop team members.
• Communication & influence: Strong communication skills to convey ideas clearly and influence outcomes.
• Strategic thinking: Ability to anticipate challenges and identify opportunities for innovation.
• Vision & direction: Capability to contribute to and align with organizational strategy.
• Project leadership: Lead client-specific projects and technical initiatives.
• Team leadership: Coordinate and guide teams in resolving complex client issues.

About Draslovka

In Draslovka, the art of CN chemistry has been passed on from generation to generation for more than 100 years. Draslovka is recognized as a global leader in the R&D and production of CN-based chemicals used across a wide range of sectors, including mining, agriculture, automotive, and pharmaceuticals.

Today, Draslovka has a worldwide presence, with business units in 7 territories and sales teams in more than 80 countries, enabling us to provide our clients with a robust network of expert support.

Draslovka stands on three business pillars: Mining solutions, Agricultural solutions, and Specialty Chemicals. Draslovka Mining Process Solutions provides reliable and safe support for the most significant mining operations worldwide. We also introduce highly innovative solutions, such as Glycine Leaching Technology, which is the most environmentally sustainable and cost-effective way to produce precious metals and critical minerals yet. Within Agricultural Solutions, Draslovka presents an innovative range of fumigation and agricultural products.

At Draslovka, we believe that we can create a positive impact on the environment and communities through the innovative products we create. We are committed to developing innovative products, whilst ensuring we protect the environment and our people. Our strategy rests on four core pillars guiding our efforts to improve the sustainability of our business:

• for Sustainability
• The Environment
• and Developing our People
• Responsibly

We believe that the only right way forward is to develop products and practices that leave our planet better than it was yesterday. That is why we are committed to producing the highest-quality products safely and efficiently. We never stop reinventing them. All this, however, would not be possible without the right team. We support every person in our organization to help them realize their full potential and lead our company forward, ensuring the next 100 years of our history.

As a member of a global team, you'll have the opportunity to travel and work with diverse cultures as you grow your skills in an inclusive, team-oriented environment. Expect a competitive salary, exposure to industry-leading professionals, and a supportive team that will help you flourish within our collaborative culture. Embark on your journey with us, where your unique talents will be valued and cultivated.