Technology Support Specialist

Finning•Edmonton, AB

3d•Hybrid

About The Position

Reporting to the Technology Support Team Lead, the Technology Specialist I will provide expertise and ongoing technical support to assist the support team and customers on the use and operation of Caterpillar® Mining and Construction software and hardware technologies. The primary function of the Technology Support Specialist is to provide ongoing technical support to end-users and customers, as well as mentoring coworkers on the use and operation of Mining software and hardware technologies. Using a combination of expertise and coordination with Finning and Caterpillar®, the successful candidate will provide troubleshooting and assistance implementing of the software and hardware for Cat® Technologies including, but not limited to: Command, Health, Fleet, Terrain, Site Aware, DSS, and Trimble Heavy Civil technologies that is currently used at the customers mining and construction operations. Responsibilities may also include Finning technologies under the CUBIQ family of services. This role will be primarily based out of our Head Office branch in Edmonton, Alberta on a hybrid work schedule with requirements to be dispatched to our sites across Western Canada (Saskatchewan, Alberta, British Columbia and the Northwest Territories). On-call schedule will be required. Shift work and travel to site at 50% or more of working hours may be required as projects schedule dictates.

Requirements

Ability to provide a driver’s abstract, that meets Finning’s driving and fleet policy requirements and maintains ongoing eligibility to operate a Finning vehicle.
Ability to successfully complete and maintain compliance with drug and alcohol testing requirements to access customer sites, as required by Finning policy and customer regulations.
Ability to wear a respirator in a mining environment
Knowledge of major fleet management systems including MineStar/Wenco/Modular.
Experience with computer networking.

Nice To Haves

Post-secondary education in Business, Project Management, Trades, or Engineering is an asset.
Strong customer focus, innovation, results-driven mindset, and excellent communication skills.
Experience in Mining Operations or Heavy Civil Construction is an asset.
Mine Planning experience an asset.
Knowledgeable in GPS/GNSS systems.
Civil CAD, Vulcan, Deswik or other Mine Engineering software experience an asset.

Responsibilities

Provide technical support for Minestar® and Caterpillar® products.
Work in tandem with other Finning groups to support autonomous solutions on customer sites.
Assist with implementation and troubleshooting of software and hardware technologies.
Address customer requests for technical assistance via phone and in person, prioritizing issues based on customer impact, operational urgency, and business need.
Deliver on-site support as needed to minimize customer downtime.
This role supports live production environments where responsiveness and availability are critical to customer success.
Execute projects to develop customer requirements and processes.
Manage communication with customers to deliver upgrades and troubleshooting.
Maintain and track technology inventory and tooling.
Support technology projects and complete lessons learned.
Complete documentation for support handover activities.
Develop best practices and documentation for technology systems.
Ensure thorough reporting and closure of support and training cases.