Authorised By: F Bilki. Position Identification. Position Title. Training and Support.
Reports to. Projects Consultant,. Business Unit. Micromine Consultin. Location.
Job Description HR610 A
Position Identification Position Title
Training and Support Consultant, Micromine
Reports to
Projects Consultant, Micromine Consulting Services/Regional Services Manager
Business Unit
Micromine Consulting Services (MCS)
Location
London
Position Summary
This position provides customer help-desk desk support and training services, assists the product development evelopment group with ongoing software development, and assists the MCS geological consulting team with resource project work. The Training and Support Consultant also provides pre-sales technical demonstrations demonstration to the sales group and an advisory role to the Marketing group.
Performance Review Period Internal Relationships
At the end of the probation probation period and then as a minimum at the conclusion of each financial year. year • • • • •
Micromine Consulting Services Micromine Sales & Marketing Sales and CRM Coordinator Micromine Product Development Other Micromine offices
Position Requirements Listed, but not limited to, are the key requirements for this position.
Core Competencies
• • •
Experience or Education
• • • •
A self-starter starter with excellent written and verbal skills, excellent interpersonal skills, and the ability to build relationships with customers, resellers and co-workers. workers. Competent with Microsoft Windows and Office software applications Word, Access, Excel, and PowerPoint. Prepared to travel as needed. A recognised ed tertiary earth science qualification (diploma or degree in geology, geophysics, mining engineering or similar). 2-5 5 years experience in an operational exploration or mining environment. Recent experience in providing help desk support, training, or public presentations. Recent experience with general purpose mining software is desirable but not essential (need not be a Micromine product).
Key Responsibilities Listed, but not limited to, are the key responsibilities of this position.
1.
Client Support •
Provide telephone, email and face-to-face face support for users who have a current maintenance agreement.
•
Document all significant support issues in the company’s Customer Relationship Management (CRM) database.
•
Report on significant support issues at regular team meetings.
•
For support issues that are the result of possible possible software bugs, test and verify the bugs, enter the details into the bug database, and liaise with the product development staff to establish a solution. Report any possible workwork around to the Client as soon as possible.
•
Authorised By: F Bilki
Provide support for external supporting supp systems such as MARX licensing or Pay-As-You-Use Use (PAYU) licensing.
February 2011
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Job Description HR610 A
2.
Training •
Provide training to current and new software users. Such training may take place at our training facility in Perth, at a Client’s office or site, or at a third party venue such as a university computer laboratory.
•
Organise training manuals and set up the training room prior to training sessions. Pack up the training room once training is complete. Issue training certificates to all trainees and ensure that payment details de are finalised.
•
For on-site site training, where necessary, organise all travel and accommodation details, and, if required, arrange for booking of a suitable training venue and equipment.
•
Provide in-house house training for new staff, managers, and other staff members who require semi-detailed semi product knowledge.
3.
Product Development •
Liaise with the product development team and software users during the software design cycle. This may involve canvassing users to determine the functionality of a new component, and and then writing a design brief for the product development team.
4.
Sales and Marketing •
Assist the Sales and Marketing reams by providing technical support during pre-sales sales demonstrations, trade shows, and other promotional events as requested.
•
5.
Assist with the promotion of training courses and maintenance agreements.
Travel •
During the course of the role there may be a requirement to travel to other Micromine offices and clients sites both within Australia and overseas.
6.
Resource Project Work •
7.
Assist the MCS geological consulting team with resource project work when required. required
Miscellaneous Projects •
Provide technical support to other staff members for various promotional or product development projects as required. Such projects may include creating demonstration demonstration data sets, testing hardware or software components, and so on.
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Authorised By: F Bilki
Other tasks as designated by the Projects Consultant.
February 2011
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