Epiroc Drilling Solutions, LLC

Regional End User Support Manager

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Description/Job Summary

In this role you will be responsible for managing three key deliveries:
  • Service Desk: The remote support for the end users. You are the brigde of the Epiroc IT, the end users and the external service delivery organizations. Together with the vendor and contract manager you are responsible for the strategic development of the Service Desk service and for the relationship with the strategic Partner. You are the operational responsable person for the partner in your region, ensure quality and escalation with the partner
  • Desk Side Support: The local support for the end users. You are leading the team performing all tasks that cannot be managed remotely or require indepth technical knowledge, enable purchase activities, provide local guidance to the business. You are the trusted advisor of the business for the operational needs
  • Business Unit specific support: The IT onsite support of production unit, delivery centers and all non-desk side support. You will support the key business functions of the supply chains and ensure the right support model is engaged. Ensure disaster solution to mitigate Epiroc loss of revenue
For the day to day operational duties you will report to the Global IT Support Manager, with the local administrative management line in the region you will be located.

Responsibilities/Duties

  • Lead the Regional IT Support Virtual Team to act as ONE; internal, external and partner staffs will be the united delivery team for the end user IT support
  • Ensure regional adoption of routines and guidelines by the Support teams
  • Assess the end user’s perspective of service performance
  • Monitor and review the service performance
  • Identify areas for enhancement and continuous improvement
  • Communicate, prioritize and resolve delivery issues and risks, disputes and escalations
  • Work with compliance, audit, risk and security teams to ensure Epiroc best practices
  • Prepare and review service performance reports identifying issues and initiating corrective actions
  • Represent the Support Organization in the Major Incident Resolution
Transparent service cost management

Required Skills

  • Fluency in English (oral and written is a must). Other languages are a plus
  • ITIL certification desired
  • Project Management is a plus

Required Experience

5-10 Years Experience

Required Education

  • University degree or equivalent competence gained through experience

Required Qualifications

  • Excellent written and verbal communication skills, ability to communicate to both business and technical individuals with positive results
  • Ability to collaborate effectively within Epiroc organizations and Partners
  • Team player with good leadership capabilities
  • Exceptional customer service orientation
  • Excellent analytical and problem-solving skills
  • Ability to influence and facilitate change
You must be able to travel internationally
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Atlas Copco is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, sexual orientation, and gender identity.