Scope of roleTo provide a high level of technical support to all our customers in Africa.
To continually innovate to ensure the team continually offers the best level of service in terms of services and equipment.
Main responsibilities•Do installations and commissioning of all IBIS radar models in Africa with the assistance of the support engineers.•Offer complete slope stability monitoring solutions which includes hardware, software, support and services, through integration of different technological solutions at Company•Provide remote and onsite support to all customers as required.•Troubleshoot, diagnose and solve problems clients have with the systems.•Perform system maintenance on all IBIS radar systems in African mines.•Ensure that all client support requests are actioned.•Assist with performing demos for all current and prospectus clients as requested.•Deal with customers in an empathic and technically effective manner.•Provide technical assistance as required for new client projects.•To provide pre-sales support and technical input for product development, and product training to internal stakeholders•To develop functional requirement specifications for products and to assist with competitor analysis activities•Contribute to and as required, edit complete product documentation set.
Key skills and experience•Good analytical skills to diagnose problems quickly and excellent customer service skills.•Excellent communication skills and sensitive to varying levels of technical competency inclients and the pressures clients may be under while working with malfunctioning equipment.•Familiar with customer orientated environment.•Knowledge of general network infrastructure and configuration.•Ability to liaise with customers in an empathic and technically effective manner.•Excellent communication skills with the ability to provide advice to non-technically awarecustomers.•Ability to work well within a team as well as on own.•Slope monitoring experience in open pit mines, would be an added advantage
Key behaviors•Bright, motivated and driven, with a thirst for digital knowledge.•Business and customer focused.•Dependability - Job requires being reliable, responsible, and dependable, and fulfillingobligations.•Enjoy knowledge sharing and networking.•Enthusiastic, analytical, creative, innovative, cooperative and confident.
Education•Degree or post graduate qualification in Geotechnical Engineering or Geology.•A minimum of 3 - 5 years of experience in the field, specifically working in open pit mines.
Experience / Skills / Attributes:•Ability to gain knowledge and work with various radar technologies•Experience working with generators and electronics•Familiarity with current IT and industry specific trends•Ability to rapidly acquire knowledge and experience on new technologies in order to use theknowledge to provide customer support and training•Strong communication skills including the ability to communicate product information andtechnical concepts effectively to a non-technical audience•Fluent working knowledge of Microsoft Office suite (Word, Excel, PowerPoint), and experienceusing CRM tools (e.g.
Salesforce) is required•Strong sense of urgency, responsibility and accountability•Understands the product development and management lifecycle
Travel•Flexible as the successful candidate would be required to sometimes work on weekends, and travel to different sites in Africa