Product Support Manager - Underground Drills & Bolters

Sandvik•Denver, CO

6h•Onsite

About The Position

Sandvik Underground Drilling Division of Mining & Ground Support is looking for a Product Support Manager. Sandvik has a strong platform based on our world-class R&D capabilities, and premium, high-tech products. We are at the forefront of automation, digitalization and electrification, and sustainability is an integral part of how we do business. We seek bright, curious, and forward-thinking multi-cultural team members who are motivated by serving customers and employees, in future proofing business and thrive in an inclusive learning culture. We offer competitive wages and benefits, strong support for learning and professional development, and opportunities to grow a successful, rewarding career in a diverse, collaborative, and globally connected organization that values innovation, fairness, and long‑term impact. Sandvik Mining and Rock Solutions is a mining industry leader of and full-service provider of equipment and consumables to underground hard rock mining and tunnelling. We engineer an extensive range of underground drill rigs for mining development and production. Available in a variety of feed lengths, boom configurations and size classes, our underground drill rigs maximize productivity while delivering the lowest cost per meter. We offer battery-driven underground drills for all underground drilling applications. The Underground Drill Product Support Manager will be based out of the Denver, CO office.

Requirements

Engineering / Technical degree or diploma
Additional 8+ years experience on Sandvik equipment
Expert Equipment knowledge and skills
Underground Drilling Equipment
Rock Drill Technologies
Automation on Sandvik Underground Drilling Offering
i-SERIES (expert skills and knowledge)
Decentralized Automation – Bus Technology, Control Systems, Mechanics, Hydraulics, Pneumatics, Electrics
Proficient in English, both written and verbal
Advanced technical report writing
Must have the legal right to work in the United States on an indefinite basis without employer sponsorship. (Please note: temporary work authorizations, including OPT, do not meet this requirement.)

Nice To Haves

Advanced coaching / trainer experience on mining equipment
Advanced digitized system knowledge relevant to equipment

Responsibilities

Leading complex technical assignments as SME in Underground Drilling
Leading a team of Underground Drilling experts
Acting as trusted advisor to customers, identifying solutions for advanced product challenges
Coordinating with internal stakeholders (Application Engineers, Account Managers, Product Masters, Technical Specialists) to resolve product-related issues
Serving as a primary technical liaison between the Sales Area and Product Line/factory.
Driving frontline readiness for new technologies and product launches (parts, training, resources)
Developing and delivering machine-specific training packages, both operator and maintenance, across the Sales Area.
Lead and mentor a team of operator trainers, fostering professional development and ensuring consistent delivery of high-quality technical expertise to customers.
Direct the planning and execution of drilling optimization programs with customers, enabling partner customers to improve the productivity of their underground drills.
Ensure the team is equipped to advise customers on technical calibration and fine-tuning of their underground drills, maintaining a high standard of hands-on technical competence.
Ensure the team consistently delivers measurable customer value and that expert time is planned, tracked, and invoiceable in line with business targets.
Directly and through the team, support internal site teams on specialized installations, inspections, and repairs; provide second-line support and troubleshooting for complex product issues; engage with customers on the most advanced cases, including warranty inspections and corrective campaigns.
Lead and coordinate the analysis of failed products, reporting of anomalies, and proactive development of solutions to prevent recurrence; ensure the team recommends or implements product/process improvements to enhance system performance.
Drive the transfer of technical knowledge within the team and internal stakeholders to solve complex problems; ensure technical data is collected and documented; prioritize energy efficiency, environmental impact, and maintenance cost when proposing support actions.
Enforce and lead compliance with Sandvik’s EHS and SHEQ standards, including applying safety updates, conducting incident investigations, and reporting non-conformities. Promote continuous safety improvements through proactive measures, leadership, and adherence to all relevant procedures and bulletins.
Provide technical input for project documentation including specifications, cost/material estimates, schedules, reports, and commissioning support; perform system adjustments and product testing during new product launches for the sales area. Document and report findings to a database and deliver actionable recommendations to enhance customer service and process efficiency.
Serve as a subject matter expert and ensure the team provides specialized guidance to clients and internal teams on product applications, processes, and mining conditions.
Build strategic customer relationships and act as a trusted advisor, both directly and through the team, supporting solution identification and operational improvements tailored to customer needs.
Deliver application-specific advice to sales teams, contribute to cost proposal reviews, and ensure the team supports product operational readiness during fleet transitions to Sandvik solutions.
Be an active member of global expert networks and encourage team participation; facilitate technical knowledge exchange between backline support, the team, and the Sales Area.
Lead technical and product training initiatives directly and through the team, ensure accurate course content, and oversee the delivery of workshops/seminars for the equipment division.
Ensure technical feedback is collected, documented, and relayed to product lines by the team; chair monthly technical reviews; collaborate with Parts & Services division on training materials, toolkits, and implementation plans.
Own the technical/application aspects of product launches and phase-outs; manage operational readiness for large-scale projects, leveraging the team's expertise in execution.