Product Support Manager - Underground Drills & Bolters

About this role

Sandvik Underground Drilling Division of Mining & Ground Support is looking for a Product Support Manager.

Sandvik  has a strong platform based on our world-class R&D capabilities, and premium, high-tech products. We are at the forefront of automation, digitalization and electrification, and sustainability is an integral part of how we do business.  We seek bright, curious, and forward-thinking multi-cultural team members who are motivated by serving customers and employees, in future proofing business and thrive in an inclusive learning culture.  We offer  competitive wages and benefits , strong support for  learning and professional development , and opportunities to grow a  successful, rewarding career  in a diverse, collaborative, and globally connected organization that values innovation, fairness, and long‑term impact.

Sandvik Mining and Rock Solutions is a mining industry leader of and full-service provider of equipment and consumables to underground hard rock mining and tunnelling.  We engineer an extensive range of underground drill rigs for mining development and production. Available in a variety of feed lengths, boom configurations and size classes, our underground drill rigs maximize productivity while delivering the lowest cost per meter. We offer battery-driven underground drills for all underground drilling applications.

The Underground Drill Product Support Manager will be based out of the Denver, CO office.

Key Responsibilities:

Primary overview of this role includes: • Leading complex technical assignments as SME in Underground Drilling • Leading a team of Underground Drilling experts • Acting as trusted advisor to customers, identifying solutions for advanced product challenges • Coordinating with internal stakeholders (Application Engineers, Account Managers, Product Masters, Technical Specialists) to resolve product-related issues • Serving as a primary technical liaison between the Sales Area and Product Line/factory. • Driving frontline readiness for new technologies and product launches (parts, training, resources) • Developing and delivering machine-specific training packages, both operator and maintenance, across the Sales Area.

Leadership of Experts: • Team Leadership & Mentoring : Lead and mentor a team of operator trainers, fostering professional development and ensuring consistent delivery of high-quality technical expertise to customers.

• Drilling Optimization Programs : Direct the planning and execution of drilling optimization programs with customers, enabling partner customers to improve the productivity of their underground drills.

• Technical Advisory Services : Ensure the team is equipped to advise customers on technical calibration and fine-tuning of their underground drills, maintaining a high standard of hands-on technical competence.

• Value Delivery & Utilization: Ensure the team consistently delivers measurable customer value and that expert time is planned, tracked, and invoiceable in line with business targets.

Maintenance Advisor: • Advanced Technical Support : Directly and through the team, support internal site teams on specialized installations, inspections, and repairs; provide second-line support and troubleshooting for complex product issues; engage with customers on the most advanced cases, including warranty inspections and corrective campaigns. • Problem Analysis & Resolution : Lead and coordinate the analysis of failed products, reporting of anomalies, and proactive development of solutions to prevent recurrence; ensure the team recommends or implements product/process improvements to enhance system performance. • Knowledge Management & Efficiency Optimization : Drive the transfer of technical knowledge within the team and internal stakeholders to solve complex problems; ensure technical data is collected and documented; prioritize energy efficiency, environmental impact, and maintenance cost when proposing support actions.

Health & Safety: • Enforce and lead compliance with Sandvik’s EHS and SHEQ standards, including applying safety updates, conducting incident investigations, and reporting non-conformities. • Promote continuous safety improvements through proactive measures, leadership, and adherence to all relevant procedures and bulletins.

Planning & Reporting: • Provide technical input for project documentation including specifications, cost/material estimates, schedules, reports, and commissioning support; perform system adjustments and product testing during new product launches for the sales area. • Document and report findings to a database and deliver actionable recommendations to enhance customer service and process efficiency.

Customer Value Add: • Technical Expertise & Advisory : Serve as a subject matter expert and ensure the team provides specialized guidance to clients and internal teams on product applications, processes, and mining conditions. • Customer Engagement & Solution Development : Build strategic customer relationships and act as a trusted advisor, both directly and through the team, supporting solution identification and operational improvements tailored to customer needs. • Sales & Operational Support : Deliver application-specific advice to sales teams, contribute to cost proposal reviews, and ensure the team supports product operational readiness during fleet transitions to Sandvik solutions.

Collaboration: • Expert Network & Technical Coordination : Be an active member of global expert networks and encourage team participation; facilitate technical knowledge exchange between backline support, the team, and the Sales Area. • Training & Product Support : Lead technical and product training initiatives directly and through the team, ensure accurate course content, and oversee the delivery of workshops/seminars for the equipment division. • Feedback & Collaboration : Ensure technical feedback is collected, documented, and relayed to product lines by the team; chair monthly technical review

Similar jobs

• Global Product Support Specialist – Rotary Drilling — Sandvik (Sandvik Internal For Nonwd Employees) · Alachua, FL
• Global Product Support Specialist – Rotary Drilling — Sandvik · Alachua, FL
• Technical Product Support, MaxiDrill & Reclamation Products - American Augers — Ttc · West Salem, OH
• Product Support Manager — KLA · Milpitas, CA | Phoenix, AZ
• Product Support Manager — Sandvik · Dallas, TX
• Product Support Manager — Claylabs · San Francisco
• Production Support Engineer — Amount · Chicago, IL
• Production Support Engineer — Ionq · Bothell, Washington, United States