Field Services Analyst

Wenco (a Hitachi Construction Machinery subsidiary)•Tucson, AZ

9d•Remote

About The Position

Wenco International Mining Systems (www.wencomine.com), a subsidiary of Hitachi Construction Machinery (HCM), provides industry leading, innovative technologies to customers in the mining and material movement sectors, enabling sustainable and safe operations. We're currently looking for a remote Field Services Analyst based in Phoenix or Tucson, Arizona. This role involves extensive travel (up to 80%). Reporting to the Client Services Manager, you will be responsible for performing end-to-end installation, configuration, and deployment of Wenco hardware and software systems at client sites. The role requires a solid understanding of hardware, radio network basics, and Wenco’s fleet of application services. In addition to installations, you will provide Tier 1 support, on-site and remotely, delivers client training, and mentors junior team members.

Requirements

3–10 years of experience in hardware/software installation, networking, or enterprise software support, preferably some mining and/or heavy construction experience
Diploma or degree in IT, Electronics, Engineering, Mechatronics, Computer Science, or equivalent practical experience, preferably experience in mining
Understanding of radio networks and GNSS systems (including RTK systems)
Experience with Windows OS and Windows Server OS; familiarity with Linux servers and virtual environments
Experience with databases (SQL, InfluxDB) and real-time software systems
Valid driver’s license with a clean driving record
Competence and understanding of Wenco hardware platforms
Strong technical, analytical, and problem-solving skills
Excellent written and verbal communication skills
Ability to deliver client training effectively
Comfortable working in high-pressure or remote site environments
Ability to work independently and prioritize multiple tasks
Strong team player with mentorship and leadership abilities
Attention to detail and strong organizational skills

Nice To Haves

Mining experience or exposure to industrial equipment is an asset

Responsibilities

Perform end-to-end installation and configuration of Wenco hardware and software systems
Complete wiring and installation of rugged computers, radios, GPS antennas, and related cabling
Configure and troubleshoot radio networks and connectivity at client sites
Conduct site inspections and prepare deployment reports
Deploy, configure, and provide basic support for Wenco application services (software)
Provide one-on-one and classroom training for clients on system use and administration
Troubleshoot software, hardware, and network issues
Coordinate resources with mine staff as required
Provide timely phone, email, and remote support for existing clients
Maintain duplicate system testing environments for troubleshooting
Document all client issues and resolutions in Wenco’s issue tracking system
Plan and practice system implementations and upgrade projects
Review and contribute to product documentation and improvements
Mentor junior team members in installation, configuration, and troubleshooting processes
Assist in training new Field Services or Technical Services team members