Product Master – OEM Equipment

Core Purpose

The Product Master plays a critical role in supporting customers by conducting systematic fault-finding, diagnosing issues, and providing prompt, accurate, and safe solutions. This role demands a specialist understanding of customer and operational needs and the ability to act as a trusted advisor, offering solutions that improve customer satisfaction. Additionally, the Product Master provides technical and maintenance expertise to the Technical Support and Field Service Support teams, ensuring best practices in operator and maintenance training.

This position is site-based in the Kamoa region of the DRC.

Key Responsibilities

Technical Support & Troubleshooting

• Perform root cause analysis and troubleshooting as second-line support.
• Adjust and optimize systems on client equipment to enhance performance.
• Provide technical recommendations to improve processes and serve customer needs better.

Customer Support & Product Expertise

• Collect technical feedback from the Sales Unit and contribute to the technical database.
• Act as a technical owner of market releases for new and existing products.
• Conduct product launches, testing, and commissioning services.
• Support operational readiness for large-scale projects.
• Provide application advice to sales and review operating cost proposals.

Training, Development & Collaboration

• Coach, mentor, and transfer knowledge between the factory and Sales Unit.
• Conduct operator and maintenance training using best practices.
• Work closely with the Parts & Services division on training interventions.

Health, Safety & Compliance

• Execute all activities in alignment with HSEQ rules, regulations, and procedures.
• Promote a strong safety culture by ensuring compliance and addressing anomalies.

Education & Experience:

• Diploma or Bachelor’s degree in a technical discipline (or equivalent experience).
• 6 to 10 years of experience with Normet, Caterpillar, Bell or a similar OEM Machinery.
• Strong troubleshooting expertise in hydraulic and electrical systems.

Technical & Industry Knowledge

• Qualified technician in mechanics, hydraulics, and electrics.
• Proficient in mining equipment operations and applications.
• Familiar with new technology and digitalization trends.

Skills & Competencies

• Strong ability to motivate and guide teams while delivering effective training.
• Proactive, self-motivated, and driven to take initiative.
• Excellent communication and interpersonal skills with a team-player mindset.
• Strong customer service focus with determination to meet targets and goals.

This role offers a Competitive remuneration package with great benefits.