Remote Support Specialist

Remote Support Specialist

Weir Motion Metrics

Santiago, Chile

Hybrid

Purpose of Role:

- Support Data Analyst is responsible for monitoring Motion Metrics systems to make sure all systems are performing as expected
- Maintain on-site systems have up-to-date software and configurations suitable for specific equipment types.
- Communicate with customers, support team, and other departments to address any issues.
- Collect data to analyze for any performance out of expectation.
- Maintain records of product data and tickets for traceability and investigation
- Execute update campaigns for systems deployed
- Main backup for systems reviews reports for the team
- Monitor and identify functional performance and improvements of different system modules.
- Troubleshooting of Windows OS, CentOS, Linux, and other company proprietary software.
- Providing resolution to problems related to communication, networking, IP Routing, and synchronization
- Creating and documenting procedures that may be required by customers adapting the information to a customer-specific requirement.
- Test, Reproduce and Troubleshoot failures detected and provide a solution promptly.
- Performance event investigation, resolution, and mitigation for future events.

Why choose Weir:
Be part of a global organization dedicated to building a better future: At Weir, the growing world depends on us. It depends on us constantly reinventing, quickly adapting and continually finding better, faster, more sustainable ways to access the resources it needs to thrive. And it depends on each of us doing the best work of our lives. It’s a big challenge - but it is exciting.

An opportunity to grow your own way: Everything moves fast in the dynamic world of Weir. This creates opportunities for us to take on new challenges, explore new areas, learn, progress and excel. Best of all, there is no set path that our people must take. Instead, everyone is given the support and freedom to tailor-make their own career and do the best work of their lives.

Feel empowered to be yourself and belong: Weir is a welcoming, inclusive place, where each individual’s contribution is recognized and all employees are encouraged to innovate, collaborate and be themselves. We continually focus on people and their wellbeing. We believe in fairness and choose to be honest, transparent and authentic in everything we do.

Key Responsibilities:

- Check MetricsManager Pro and on-site systems’ performance daily including ShovelMetrics, LoaderMetrics, and other products.
- Generate reports both internal and customer-facing.
- Generate reports for ShovelMetrics Missing Tooth Detection, Fragmentation Analysis, Wear Monitoring, or other modules when required or when the events occur.
- Keep track of activities developed on each customer in a daily basis
- Communicate with other departments about systems performance.
- Communicate with customers with regards to system performance, software upgrade or any issues.
- Communicate issues/bugs to Project Leads
- Share alarm rate summary and analysis with customers at their needs.
- Perform configuration and parameters adjustment aligned with the Services Team indications or R&D department.
- Data collection from different servers/customers.
- Install, configure, maintain, and troubleshoot hardware and software systems.
- Update system data, product data, and tickets in the tracking system.
- Collect hardware failure information, communicate with the production department, and track RMA process.
- Remotely connect to client servers at mine-sites to obtain performance data for system evaluation
- Ensure the implementation of Motion Metrics corporate technical guidelines, reporting results, and collaborating with the Global Development and Support & Service teams.
- Create and maintain support documentation, based on the customer or local team needs.

Job Knowledge/Education and Qualifications:

- Fast learner with knowledge of supporting multidisciplinary teams and equipment remotely.
- Minimum 2 years of experience in Customer Support roles for industrial environments, with experience in pre-sales & post-sales.
- Be fluent in English and possess excellent spoken and written skills.
- Computer skills and experience in Networking, Office Suite, Windows & Linux OS, communication systems.
- Knowledge of databases, server environment support tools, cloud services.
- Be able to read and analyze documents, technical procedures, and government regulations.
- Be professional with a positive attitude and work well under pressure to meet expected deadlines.
- Can solve problems and propose solutions to issues that might arise.
- Professional team player with a positive attitude and used to work under pressure to meet expected deadlines.
- Ability to problem solve and propose solutions to issues that might arise
- Accept assignments with open, cooperative, positive, and team-oriented attitudes.

Founded in 1871, Weir is a world leading engineering bu