Application Specialist

**Application Specialist**:
**Location**: Belo Horizonte, BR
**Req ID**: 26915
**Onsite or Remote**: Onsite Position

Komatsu is an indispensable partner to the construction, mining, forestry, forklift, and industrial machinery markets, maximizing value for customers through innovative solutions. With a diverse line of products supported by our advanced IoT technologies, regional distribution channels, and a global service network, we tap into the power of data and technology to enhance safety and productivity while optimizing performance. Komatsu supports a myriad of markets, including housing, infrastructure, water, pipeline, minerals, automobile, aerospace, electronics, and medical, through its many brands and subsidiaries, including Joy, P&H, Montabert, Modular Mining Systems, Hensley Industries, NTC, and Gigaphoton.

Modular Mining Systems is the global leader in mine management technology and a wholly-owned subsidiary of Komatsu LTD. Our innovative technology powers mine operations in every corner of the globe. The products we cultivate, the solutions we engineer, and the service we deliver set us apart in the Mining Technology industry.

We’re more than a company, and we’re a community of passionate, creative professionals striving toward a shared vision: revolutionizing the way the mining industry operates. With a presence stretching from Johannesburg to Vancouver, Sydney to Lima, you are part of a global brand that supports creativity, fosters innovation, and encourages you to think big, share ideas and be yourself.

**The Company**:
Modular Mining Systems is the global leader in mine management technology and a wholly owned subsidiary of Komatsu Ltd. Our innovative technology powers mine operations in every corner of the globe. The products we cultivate, the solutions we engineer and the service we deliver set us apart in the Mining Technology industry. We’re more than a company, we’re a community of passionate, creative professionals striving toward a shared vision: to revolutionize the way the mining industry operates. With a presence stretching from Johannesburg to Vancouver, Sydney to Lima, you are part of a global brand that supports creativity, fosters innovation and encourages you to think big, share ideas and be yourself.

**Job Purpose**:
The position provides technical support for AHS software and related components in a timely and quality assured manner, including on-site and Help Desk support.
Responsible for supporting and maintaining the Modular System, optimizing available resources, minimizing costs, and maintaining quality standards, technical support and help desk.

Work place: Onsite Carajás

**Job Duties and Responsibilities**:
Provide software support - Provide customer technical support through task assigned processes using the customer ticket portal, support tools, testing and quality assurance methods to ensure product functionality.
- 24-hour helpdesk
- Open support ticket whenever the issue requires action, detailed analysis, escalation, or consumes more than 15 minutes of support time
- Correctly complete all required fields in tickets Security
- Understand MMS/Komatsu policies and ensure compliance
- Comply with all safety requirements, including regulatory and legislative laws, especially when at facilities
- Provide on-site support and assistance before, during and after implementation of a new mine in accordance with contractual clauses
- Provide quality professional services when on site
- Project management - follow basic project management principles, including: scope of work, terms and conditions, communication, project metrics, As built document, reporting, etc.
- Provide technical support in setting up a new mine site, including servers, communication infrastructure, software, etc. Repair functionality
- Successfully connect to the customer site to verify and reproduce the problem
- Diagnose the root cause of problems
- Complete repairs within SLA timeframes
- Get the system up and running as quickly as possible Continuous improvement
- Identify, review, and evaluate operational processes Provide reports on suggested improvements.
- Maintain ongoing communication with the 2nd level when necessary to fully understand issues and improve overall knowledge of the FrontRunner system.
- Proactively seek to identify unexpected system behavior, and escalate these issues accordingly. Business Processes
- 2nd Level of support - understand escalation rules, collaborate with staff for resolution.
- Resource Requirements - capture identified bugs, inefficiencies, requested resources and improvements for feedback to marketing.
- SharePoint - use SharePoint as a single source for all data, including: reports, manuals, documents, presentations, process maps, etc.
- Communication - follow guidelines for communication flow through MMS, Komatsu and Rio Tinto.
- Provide reports summarizing performance, including but not limited to availability, cycle times, warnings and e