Director of Customer Service and Support The Product Reliability Specialist is responsible for the development and execution of reliability centered processes, tools, and methods such that it results in a high level of safety, reliability, performance, and maintenance of our mining equipment products both internally and at customer sites. This encompasses a range of activities aimed at maximizing the availability and utilization of MacLean mining equipment by the customer and harnesses the data and analytics to further improve upon those metrics.

The successful candidate will work within the Customer Support and Service group while also interacting directly with Sales, Product Managers, Engineering, Field Service, and end customers to identify and eliminate pain points. This position focuses on the use of management systems, analysis techniques and advanced condition-based and preventive technologies to identify, manage and eliminate failures leading to losses in system function. The role will contribute greatly to customer satisfaction, reduced downtime, and the overall success of the company in the mining equipment industry.

This includes setting reliability targets, conducting failure mode and effects analysis, and implementing best practices for product design and manufacturing.

Testing and Validation: Develop and participate in testing and validation processes to assess the reliability and performance of mining equipment under various operating conditions. This may involve conducting accelerated life testing, stress testing, and environmental testing to identify weaknesses and improve product robustness.

Customer Support: Act as a liaison between the customer and various MacLean business units. Identify opportunities for implementation of aftermarket strategies and work with Sales, Product Management, Engineering, and Customer Service and Support to enhance customer satisfaction.

Maintenance Planning:



Develop maintenance strategies and schedules for mining equipment to ensure optimal performance and minimal downtime. This includes preventive maintenance programs, predictive maintenance using condition monitoring techniques, and reactive maintenance protocols.

Data Analysis: Analyze data from reliability tests, field performance, Vehicle Monitoring Systems (VMS) and maintenance activities to identify trends and areas for improvement. Use data-driven insights to make informed decisions about product enhancements and maintenance strategies.

Root Cause Analysis: Investigate equipment failures to determine the root causes and take corrective actions to prevent recurring issues. Collaborate with engineering and design teams to implement design changes or process improvements.

Review warranty claim history and flag items that need to be addressed.

Consult with the Vehicle Monitoring System team to improve and develop strategic data sets geared to recording key maintenance and reliability information.

Perform Life cycle cost analysis for both new and existing assets.

Work directly with customers to enhance customer confidence and communication between business units.

Supervisory and leadership experience with or without formal authority is considered a strong asset in order to work with such a diverse group of stakeholders

Effective team building and demonstrated leadership skills

Office/Shop setting

Travel may be required to visit customer site(s) domestically and globally. A valid passport is required.

Travel may be required to factory locations

Planned Training: Sales and Support Training





Must be able to complete all required training

Must possess a valid passport and have the ability to travel to mine sites.

Full Time

☐Part Time

☐Temporary

☐Permanent

☐Contract

Hours of Work: Monday – Friday, Hours to be determined ☐Afternoon Shift

☐Overtime may be necessary to meet deadlines

Founded in 1973 in Ontario, Canada, MacLean Engineering is the world’s largest Canadian-based manufacturer of underground mining equipment. While continuing to expand both our product range and global footprint, we remain privately owned and committed to the founder’s original design principles: safety, productivity, and enduring quality. Our company delivers mobile equipment solutions for both underground and surface mining, supported by unit-of-one manufacturing expertise and a global service network.

Driven by a strong commitment to safety, productivity, and customer support, MacLean serves mining operations worldwide through branches in Canada, the United States, Mexico, Peru, South Africa, and Australia. We operate five manufacturing facilities located in Collingwood, Owen Sound, Barrie, North Bay, and Mexico, and employ over 1,000 people across six countries and four continents. Our skilled tradespeople work in a safety first environment to build high quality components and equipment for the underground mining, municipal, environmental, and industrial sectors.

This process may include verification of employment history, education, and a criminal record check, depending on the requirements of the position.

Limited is an equal prospect employer and is committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act (2005).

Limited will provide accommodations to job applicants with disabilities throughout the recruitment process.

📌 Product Reliability Specialist (North Bay)
🏢 MACLEAN ENGINEERING u0026 MARKETING
📍 North Bay