When mining companies seek to increase mine productivity, they turn to Gemcom for technology and services. The Company is home to world renowned and award winning mining solutions and to industry though leaders who are pushing the boundaries of what’s possible in mining.

Product Specialist

Purpose of the Job

As a product expert, provide support to clients to optimize the use of Gemcom products and provide support for the resolution of complex problems, design and deliver product education for skill enhancement, and deliver customised consulting, solution design and product implementation.

Key Results Areas

Customer and Technical Support

Critical Tasks (Main areas related to job KRA)

Resolve allocated client cases (assigned in Maximiser) in a timely and professional manner.
Provide assistance and guidance to Level 1 Product Specialists and ensure delivery of a high level of support to customers.
Demonstrate expert product knowledge and understanding of scope of product, its functionality and application to industry and maintain an understanding of other Gemcom products.
Analyse optimal use of Gemcom products and identify issues and opportunities to add value to clients business through additional Gemcom training, support, projects or products.
Ensure the capture & documentation of customer details & history, including technical support issues.
Continually develop personal knowledge and familiarity with products to enhance expertise and application to industry.
Identify potential sources of client product or service dissatisfaction and actively seek to implement a satisfactory resolution and manage client expectations.
Ensure the transfer of knowledge and the development of expertise of other team members.
Perform product presentation and practical demonstrations to potential and existing clients.

Job Outputs (Results)

Provision of expert problem solving support to resolve complex customer requirements. Measured by case volume, time to resolution, complexity, customer satisfaction.

Key Results Areas

Training and Certification

Critical Tasks (Main areas related to job KRA)

Complete training needs assessment, by interviewing the client, as part of preparing customised training proposals.
Deliver introductory and intermediate level product training (in the classroom & on-site) to enhance customer skill base and optimal use of Gemcom products.
Review & develop training material and learning outcomes for specific product functions.
Develop customised training using customer datasets for individual client requirements.
Identify opportunities to add value to customer business with the provision of other Gemcom services or products and record these as opportunities in Maximiser.
Create and contribute to tutorial material for product functions.
Ensure travel arrangements and training logistics are coordinated for delivery of training on site.
Contribute to the technical writing content of training and support materials distributed to clients.
Provide mentoring and coaching of other team members to impart technical and product knowledge and ensure high standard of services to customers.

Job Outputs(Results)

Delivery of high quality training and education programs to customers. Measured by course and trainer evaluation feedback.
Continual improvement in personal technical product knowledge and familiarity with other Gemcom products. Measured by customer satisfaction, management review and assessment.

Product /Sales Support

Provide feedback and input on product direction, improvements, development and enhancements.
Identify opportunities for the continuous improvement of products, seeking industry best practice and thought leadership to overcome product weaknesses.
Participate in the quality assessment and testing of pre-release product improvements and enhancements
Provide technical support to pre-sales activity including providing technical demonstrations of products.

If this position sounds like you apply online at aloudya@gemcomsoftware.com

Career Level Middle
Yr(s) of Exp N/A
Qualification (N/A)
Industry Information Technology
Job Function Information Technology (I.T.) > Application Specialist - Software / Programming
Sales, CS & Business Devpt > Account Servicing
Sales, CS & Business Devpt > Technical Sales / Sales Engineer
Location DKI Jakarta
Jalan Jenderal Sudirman, Jakarta Capital Region, Indonesia
Salary Negotiable
Employment Type Full Time

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