This role assists senior technicians and support engineers in attending to all day-to-day technical inquiries within the branch, and ensure that all sales staff and customer technical tickets are serviced and closed. The ultimate aim is to ensure adequate technical skills are available within the branch to support our customers in after-sales service.
Role responsibilities:
Attend to customer technical support requests (received electronically or telephonically)
Attend site in local, national, and potentially international locations to:
assist in commissioning new systems
assist in the diagnosis of faulty equipment
troubleshoot any other issues
Assist senior support engineers in their support cases
Assist sales consultants with technical inquiries around our products and systems
Assist in troubleshooting faulty equipment
Diagnose warranty claims
Liaise with factories and suppliers on technical issues
Assist in the creation of technical documentation for new products
Regularly attend supplier training as designated
Work closely with the other tech support staff around the country to:
Collaborate on improving systems
Help resolve issues in other areas where skills can be shared for the common good
Investigate and document potential serial issues
Assist R+D department in product specification and development when necessary.
Meet regularly to discuss tech support issues
Document/record activities within the company CRM
Role requirements are:
At Minimum a Matric/NQF4 equivalent plus one or more of the following:
Electrical qualification, wireman's licence highly advantageous
Technical support background and experience of at least 1-2 yrs in electrical/power and critical reserve power environment e.g. UPS, hybrid inverters etc
Other relevant diploma
Driver's licence and own vehicle
Key personal attributes:
Computer literacy – highly Computer literate and comfortable with basic technical aspects of common operating systems with Microsoft Office general excellence
Competent Professional business written and verbal communications skills. The ability to express yourself clearly and effectively within the company.
An ability to provide excellent customer service - Service focus by responding to Internal customers' needs by doing it right the first time.
Excellent time management, organizational, and follow-through skills. Disciplined Approach by being Punctual, Strong Attendance Record, getting back to customers, suppliers, and internal staff, and returning calls.
Attention to detail while maintaining the ability to see the implications for the bigger picture
An ability to respond quickly and accurately to requests
A creative outlook with a problem-solving attitude.
Self-motivated - Meet and exceed all that is required of you in your job.
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