Johannesburg, South Africa | Posted on 12/20/2024
We are looking for a highly skilled and proactive SAMP Support Technician to join our team. This critical role involves facilitating the effective use and optimization of the SAMP platform at client sites, with a particular focus on data analysis of engineering-related issues and user assistance in leveraging the system to its full potential. The ideal candidate will be experienced in data modelling, engineering analysis, and delivering hands-on support to clients. You will be responsible for setting up, troubleshooting, and enhancing the SAMP platform while providing insightful recommendations based on detailed data analysis and system performance.
Key Responsibilities: SAMP Implementation & Setup: Manage the installation and configuration of SAMP instances at client sites, including FL setup, IL setup, checksheet creation and management, dashboard configuration, dynamic image creation, inspections capture, QCP creation, and risk assessment setup.
Data Analysis & Reporting: Conduct in-depth analysis of client data to identify trends, inefficiencies, and engineering-related issues within the SAMP system.
Provide actionable insights to clients to help optimize system usage and improve operational efficiency.
Collaborate with engineering teams to troubleshoot and resolve data discrepancies or technical issues, ensuring that clients achieve the highest data integrity within SAMP.
Client Support & User Assistance: Provide timely, hands-on support to clients, answering their queries, troubleshooting technical problems, and guiding them through system functionalities to maximize the use of the SAMP platform.
Resolve support tickets effectively, ensuring that clients' engineering needs are met and their issues are addressed promptly.
Proactively assist clients in understanding complex system features such as surveys, events capture, actions tracking, and risk assessments.
Offer tailored solutions to clients by analyzing their unique business processes and aligning them with SAMP functionalities.
Develop, update, and deliver training materials (manuals, demonstrations, classroom sessions) that are specifically designed to assist clients in using SAMP for engineering-related tasks.
Conduct user training sessions, ensuring that all users are equipped with the skills and knowledge to use the system effectively.
Update and enhance training content to address evolving client needs and the introduction of new features.
Support the creation of user-friendly guides for complex tasks, such as setting up risk calculators or designing surveys.
Proactive Monitoring & Platform Optimization: Continuously monitor client usage of SAMP and provide feedback on areas for improvement.
Identify opportunities to streamline processes, improve data capture accuracy, and optimize the platform's capabilities based on client feedback and system usage data.
Recommend software enhancements or process changes that could help clients improve their engineering workflows.
Safety & Compliance: Ensure adherence to all safety protocols, both in-office and when visiting client sites.
Manage safety requirements for contractors, mitigating potential risk factors related to system access and operational activities.
Implement and follow company HSEC plans and ensure they are communicated effectively to all teams and stakeholders.
Parameters for Success: Effective and timely resolution of support tickets, with a focus on solving engineering-related issues.
Data integrity and quality maintained across the SAMP platform.
High client satisfaction, with a focus on minimizing call-backs and ensuring smooth system usage.
Proactive and up-to-date training, ensuring all users are consistently improving their system knowledge.
Required Qualifications & Experience: Formal Education: NDip in any Engineering field (e.g. Mechanical, Process, Electrical, Metallurgical etc.)
Work Experience: Previous experience in an engineering, technical project, or business development environment is highly advantageous.
Experience in data analysis, particularly within the context of engineering and technical systems, will be beneficial.
Proficiency in data analysis tools and platforms, such as MS Excel, Google Sheets, or other engineering software.
Proficiency in MS Office, Project, Google Suite, and similar tools for project management and reporting.
Knowledge & Skills: Expertise in data modelling and data integrity management, especially in the context of engineering data.
Ability to analyze engineering-related issues and offer recommendations to clients based on data-driven insights.
Strong troubleshooting skills, with a keen understanding of system workflows and engineering processes.
Attention to Detail: Ensure accuracy in system setup, data analysis, and reporting.
Client-Centric: Focus on delivering outstanding service by anticipating client needs and providing tailored support.
Problem-Solving: Offer practical solutions to technical and engineering challenges, improving system performance and user satisfaction.
Collaboration & Teamwork: Work effectively with cross-functional teams, encouraging input and driving collective decision-making.
Organization & Time Management: Manage multiple client requests simultaneously, balancing urgency with thoroughness.
What We Offer: Opportunity to work in a dynamic engineering environment with high levels of client interaction and continuous learning.
Professional development and growth opportunities within the technology and engineering fields.
How to Apply: Interested candidates are encouraged to submit their resume and a cover letter detailing their experience and motivation for the role to our career's website.
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