Senior Customer Support Engineer (Mech Eng)
- Milnerton, Cape Town
- Permanent
- Full-time
- B. Eng/ B. Sc/ B. Tech in Mechanical Engineering
- Understanding of ITIL service management principles is helpful
- Experience with Knowledge Centred Support (KCS) practices is desirable
- 5+ years of experience in technical support, customer service engineering, or a similar role in an industrial or technical domain
- Documentation and process mapping skills
- Strong engineering background with ability to understand and troubleshoot product range (purge and pressurization systems)
- Proficiency in diagnosing both hardware and software issues is required
- Sound experience of pressure regulators, pneumatics, etc
- Occasional travel to customer sites may be required for on-site troubleshooting or relationship building
- Develop Customer Support Centre, ensuring high-quality technical support to customers, and building the processes and infrastructure needed
- Serve as an advocate for customers by ensuring their needs and issues are understood and addressed with urgency.
- Foster a collaborative learning-oriented team culture.
- While this is an individual contributor role, the Senior Engineer will often informally lead the support team, especially as the function grows.
- Front line expert for resolving complex customer technical queries
- Hands on troubleshooting and customer assistance,
- Ensure prompt accurate resolutions to maintain high customer satisfaction
- Manage critical customer situations such as major system downtime by leading the package of work inside the company to resolution
- Ensure customers are kept informed of progress at regular intervals
- Act as the primary escalation point for complex issues
- Co-ordinate with Engineering or other internal departments for solutions as needed at any stage of the order lifecycle, whether that be pre-sales or after product delivery.
- Creating and maintaining a comprehensive technical knowledge database
- Ensure all documentation is clear, up to date and easily accessible.
- Train team members to improve skill flexibility targets of three people able to complete each job function.
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