Technical Support Representative

About the role

The Technical Support Representative provides expert technical assistance for equipment breakdowns and service cases escalated from BIA’s country teams and central units. The role ensures compliance with OEM standards, drives effective after‑market support, and contributes to continuous improvement of equipment performance.

Key responsibilities

• Monitor and follow‑up all technical support issues between OEMs and BIA, acting as the single point of contact.
• Apply OEM tools, standards and processes to deliver timely, high‑quality support to internal after‑market customers.
• Prepare and submit technical reports, statistics and progress updates to BIA management.
• Manage claim files, maximize recovery and organise regular technical support meetings with OEMs.
• Conduct remote or on‑site investigations of major technical issues, coordinating with local teams, OEMs and customers.
• Analyse machine data (e.g., KOMTRAX Plus) and support deployment of digital solutions such as Smartfleet.
• Facilitate best‑practice sharing across countries and escalate high‑urgency issues when needed.
• Monitor shovel performance, recommend efficiency improvements and assist with spare‑parts forecasting.

Required profile

• Strong technical background in heavy‑equipment after‑market support.
• Experience working with OEM standards and claim processes.
• Ability to analyse telemetry data and conduct thorough investigations.
• Proactive communication skills to coordinate between OEMs, internal teams and customers.

Required skills

• KOMTRAX Plus or similar telemetry systems
• Smartfleet or comparable digital diagnostic platforms
• Mechanical, hydraulic and electrical troubleshooting
• Preventive and corrective maintenance planning
• Oil sampling and condition‑monitoring techniques
• Spare‑parts inventory management