Niel McCoy

Directory Aftermarket - BU Automation Sandvik

I have 31 years of experience in the mining industry. I started my mining journey in the Goldfields around Johannesburg. I qualified for my NHD Metalliferous Mining as well my Mine Managers Certificate of competency in 1999. I have had various roles in the industry including production mining, consulting, consulting, contract mining. For the last 15 years I have been with Sandvik Mining and am currently the Director Aftermarket for our Automation Business Unit based in Tampere, Finland. Our team provides global support, spare parts support, commissioning services and training for our global Sales Areas.

Day 2 – Tuesday, 28 Oct. - Cutting Edge Technologies Yielding Service Optimization, Efficiencies and Enhanced CX

14:40 Stream A: Panel: Making Tribal Knowledge and Client History More Accessible to Technicians in the Field

Every technician's ability to access critical knowledge and client history can mean the difference between a seamless service experience and costly inefficiencies. Tribal knowledge—expertise passed informally between seasoned professionals—often remains locked within individuals or disconnected systems, leaving newer technicians at a disadvantage.

This session will explore innovative strategies for making tribal knowledge and client history more accessible and actionable in the field. From leveraging AI-powered knowledge bases to implementing intuitive mobile solutions, industry leaders will discuss best practices for capturing, storing, and sharing essential information.

Key Takeaways:

Practical approaches for digitizing and centralizing tribal knowledge
Strategies for integrating client history into everyday workflows
How AI and automation can empower technicians with real-time insights
Steps to create a culture of continuous knowledge sharing within service teams

Join us as this panel of experts reveal tools and tactics that will transform knowledge management, ensuring every technician has the right information at the right time—whenever and wherever they need it.

Check out the incredible speaker line-up to see who will be joining Niel.

Download The Latest Agenda