Description

About the Role

IMDEX is seeking a Technical Service Representative to provide high-quality technical support and consultative services to both established and newly established clients. This role is client-facing, locally focused, and plays a key part in supporting product launches, driving value-based solutions, and strengthening long-term customer relationships. You will act as a trusted technical advisor, combining product expertise, industry knowledge, and customer insight to deliver effective solutions aligned with IMDEX strategy.

Key Responsibilities

Client & Consultative Services

  • Execute client contact plans to support product launches and ongoing customer engagement
  • Serve as the first point of contact for client inquiries and complaints, resolving issues or escalating complex matters as needed
  • Conduct service calls and meetings with clear objectives, using standard materials and consultative questioning
  • Present IMDEX products and solutions with a strong value proposition aligned to customer needs
  • Customize solutions and training programs to meet client-specific requirements
  • Ensure timely and professional resolution of client issues

Technical Service Delivery

  • Maintain and continuously develop in-depth knowledge of IMDEX solutions
  • Build technical solutions based on a deep understanding of client pain points and business objectives
  • Support clients in the effective use of IMDEX technologies
  • Record all service-related client interactions in ServiceNow
  • Participate in IMDEX Academy and other training programs
  • Provide structured feedback to product design teams to support product improvement and innovation
  • Ensure service delivery and contractual support align with IMDEX commercial, legal, and operational standards

Account Management & Value Selling

  • Develop strong professional relationships and represent IMDEX positively within the assigned area
  • Identify revenue growth opportunities within existing accounts
  • Apply value-selling methodologies to present solutions that align with client business aspirations
  • Collaborate cross-functionally to deliver seamless customer experiences
  • Maintain accurate and timely records in CRM systems
  • Share success strategies, insights, and opportunities across teams

Leadership & Collaboration

  • Demonstrate accountability, integrity, and constructive challenge at all levels
  • Build strong partnerships and collaborate effectively across teams
  • Communicate with confidence, respect, and professionalism
  • Seek and provide regular feedback to support continuous improvement

Health, Safety, Risk & Compliance

  • Comply with all IMDEX Quality, Health, Safety and Environment (QHSE) policies
  • Actively participate in safety meetings and hazard reporting
  • Promote positive risk and compliance behaviors
  • Adhere to IMDEX Code of Conduct, local laws, and regulatory requirements

Qualifications & Experience

Essential

  • Completion of secondary education
  • Desirable
  • Experience using Client Relationship Management (CRM) systems
  • Background in mining, drilling, or related industries
  • Understanding of drilling optimization, rock knowledge, and data analytics
  • Familiarity with IMDEX technologies (e.g., Gyros, Fluids)
  • Previous experience in a technical sales or service role, preferably within the mining industry

Why Join IMDEX?

At IMDEX, our values drive how we work and innovate:

  • Global Game Changers – Leveraging global expertise to reduce environmental impact and create better outcomes
  • Forever Curious – Challenging the status quo through technology and innovation
  • Go Beyond – Delivering exceptional customer experiences and real value
  • Together We Thrive – Succeeding through collaboration, accountability, and shared success
  • Interested candidates are encouraged to apply and join a global team shaping the future of mining technology.