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 systemsassist in the diagnosis of faulty equipmenttroubleshoot any other issuesAssist senior support engineers in their support casesAssist sales consultants with technical inquiries around our products and systemsAssist in troubleshooting faulty equipmentDiagnose warranty claimsLiaise with factories and suppliers on technical issuesAssist in the creation of technical documentation for new productsRegularly attend supplier training as designatedWork closely with the other tech support staff around the country to:Collaborate on improving systemsHelp resolve issues in other areas where skills can be shared for the common goodInvestigate and document potential serial issuesAssist R+D department in product specification and development when necessary.Meet regularly to discuss tech support issuesDocument/record activities within the company CRMRole requirements are: At Minimum a Matric/NQF4 equivalent plus one or more of the following:Electrical qualification, wireman's licence highly advantageousTechnical support background and experience of at least 1-2 yrs in electrical/power and critical reserve power environment e.g. UPS, hybrid inverters etcOther relevant diplomaDriver's licence and own vehicleKey personal attributes: Computer literacy – highly Computer literate and comfortable with basic technical aspects of common operating systems with Microsoft Office general excellenceCompetent 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 pictureAn ability to respond quickly and accurately to requestsA 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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