Product Support Specialist
Professional Recruitment Partners
- Kempton Park, Gauteng
- Permanent
- Full-time
- Analyse technical issues related to products, conducting root cause analysis, to determine reasons.
- Analyse site and/or operational constraints and make recommendations to ensure uptime.
- Conduct advanced diagnostic repairs and maintenance.
- Reduce warranty costs where possible, through analysis of broader context (territory, customer, site, machine) and make recommendations on the most cost-effective means of ensuring business continuity.
- Conduct warranty investigations and give detailed feedback in writing of findings to both internal and external customers.
- Attending Customer and Dealer meetings, provides neutral objective feedback based on technical merit.
- Develop potential solutions and liaising with sales and engineering teams, determine best remedial action.
- Collaborate with Technical Training for continuous improvement.
- Advise, when requested, with technical specifications for tenders.
- Represent Underground division in the product and quality development processes.
- Provide technical support to answer product-related enquiries, product performance challenges, etc. This can be done on-site, in person or via email/telephone.
- Contribute technical documentation, including summarizing product performance, release notes for upgrades, and troubleshooting guides.
- Conduct product demonstrations and support product training for clients.
- Assist with product launches and promotional campaigns, providing technical specialist advise.
- Provide input into QIT process
- Remain abreast of industry innovations and monitor opposition products and performance.
- Must be Trade Tested Mechanical / Electrical Engineering.
- Minimum of 7 years post-qualification maintenance and repairs for underground mining equipment experience required.
- Full computer literacy in MS Word, MS Excel and MS PowerPoint.
- Customer relations experience is essential.
- Must have a valid driver’s license.
- Good presentation skills
- Demonstrate aptitude for analytical problem solving by balancing the use of troubleshooting tools with a practical application of experience and creativity!
- Fluent in English as this is essential for support.
- A team player with strong customer service, communication, written and technical phone support experience.
- Ability to work hours outside of normal day shift.
- Able & willing to travel as & when necessary.