NEW EMPLOYMENT AVAILABLETitle : Technical Support SpecialistArea : Cape TownIndustry : Material HandlingRef No. : TRG 2203Salary : Market related TCTC available / negotiableStart Date : As soon as possibleAn opportunity for an experienced TECHNICAL SUPPORT SPECIALIST (JLG, Genie, Magni, Manitou or similar) is required for permanent employment based in Cape Town.Responsibilities:Be the technical specialist for all types of machines and equipment across all machine types and brands in a designated region.Provide specialist technical training, support, and assistance to customers, field service technicians, and workshop staff in the region.Ensure proper machine and equipment training to upskill the workshop and field service technicians to accomplish functional tasks to a high standard.Ensure that the quality of the machines, the work done by the technicians, and the processes followed are in line with company standards.Provide training and practical experience to any apprentice allocated to the tech and keep record of all tasks completed required by the apprentice training program.DUTIES & RESPONSIBILITIES:Regional, on-site support:Travel to sites within the region to support technicians with troubleshooting.Support customers & technicians with repair and quality assessments.Assist the local technician with difficult and challenging repairs on rental and customer units where necessary.Training & development:Establish & maintain a safe work environment.Transfer product knowledge and technical skills to the regional technicians.Mentor technicians in resolving complicated faults and cultivate positive attitudes to excel in the quality of their workmanship.Create an environment in the region where technicians are constantly learning and sharing their learnings and methodologies.Compare the quality of work of each technician to the standard and assist the failing technicians to upskill themselves.Verify the quality of PDIs and paperwork submitted by the technicians, and provide training where the standard is not maintained.Identify technicians that are motivated to grow and learn, and schedule additional training they need to upskill them.Identify technicians that do not adhere to the standard and processes and report to the RGM and NTM.Follow the prescribed apprentice training program modules and sign off on all tasks completed by the apprentice.Technical quality improvements:Make technical recommendations where incorrect methodology is applied when doing repairs.Initiate training sessions to impact and explore the recommendations with the regional technicians.Ensure that service and repairs are carried out as per company quality standards.Make technical recommendations for critical spare parts to be held in stock.Identify suppliers that contribute positively to the growth of the business.Understand the challenges the technicians are experiencing and submit recommendations to the RGM.Train and observe technicians completing tasks in the workshop and in the field and recommend further training.Perform QC as required to ensure OEM standards are upheld.Telephonic support & assistance:Attend to incoming requests from customers and technicians in a courteous manner.Decide on the most effective way of resolving technical breakdowns, including whether a truck should be sent out.Assist technicians telephonically and remotely to diagnose and repair rental and customer units.Perform post-resolution follow-ups with customers and technicians.Fault analysis:Analyze and identify faults on complicated repairs.Analyze whether repairs are warranty related and advise accordingly.Liaise with overseas manufacturers in the event of complicated troubleshooting analysis.Ensure that a repository system is developed for fault recording.Analyze trends for ways to prevent future problems/breakdowns.Reporting:Reports to the RGM.Dotted line to National Technical Manager.Not assigned to do PDIs, breakdowns, or service and maintenance tasks.EDUCATION, QUALIFICATION, EXPERIENCE & SKILLS:Matric / Grade 12.Trade Qualification: Millwright / Auto Electrician / or similar.Min 3 years exp. in a Technical Support Specialist role.Min 5 years previous employment exp. as a Technician (maintenance and repairs on MWEPs, telehandlers, forklifts, and related material handling equipment).JLG, Genie, Magni and Manitou or similar brand exp. (advantageous).Min 5 years previous employment exp. with technical field services (maintenance and repairs).Min 3 years customer service experience (Guided and advised internal and external customers on technical services, maintenance, and repairs).Technical minded.Troubleshooting analysis.Problem-solving.Clear understanding of safety management and risk assessment.A sound understanding of machinery hydraulics, engine machines, electrical, electronics, and technical schematics.APPLICATION INSTRUCTIONS:We will ONLY consider applications from suitably experienced candidates that meet the requirements of this vacancy.
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