Product Support Specialist

2 weeks ago


Pretoria, Gauteng, South Africa Professional Recruitment Partners Full time
Product Support Specialist - Underground Equipment.

Location:
East Rand

Salary:
R R CTC Benefits: Provident and Pension Fund

Duties:

SHORT JOB DESCRIPTION:

Responsible for analysis, investigation and resolution of underground equipment product-related field issues reported by customer, factory, or sales/dealer teams.

Acts as a liaison between customers, engineering, and factory, identifying opportunities for product enhancement and development to grow brand loyalty through unique customer-factory experience.


DUTIES:

  • Coordinate technical (FOF) handover of underground equipment to mining clients.
  • Analyse technical issues related to products, conducting root cause analysis, to determine reasons.
  • Analyse site and/or operational constraints and make recommendations to ensure uptime.
  • Conduct advanced diagnostic repairs and maintenance.
  • Reduce warranty costs where possible, through analysis of broader context (territory, customer, site, machine) and make recommendations on the most cost-effective means of ensuring business continuity.
  • Conduct warranty investigations and give detailed feedback in writing of findings to both internal and external customers.
  • Attending Customer and Dealer meetings, provides neutral objective feedback based on technical merit.
  • Develop potential solutions and liaising with sales and engineering teams, determine best remedial action.
  • Collaborate with Technical Training for continuous improvement.
  • Advise, when requested, with technical specifications for tenders.
  • Represent Underground division in the product and quality development processes.
  • Contribute technical documentation, including summarizing product performance, release notes for upgrades, and troubleshooting guides.
  • Conduct product demonstrations and support product training for clients.
  • Assist with product launches and promotional campaigns, providing technical specialist advise.
  • Provide input into QIT process
  • Remain abreast of industry innovations and monitor opposition products and performance.

REQUIREMENTS:

  • Sales experience
  • Must be Trade Tested Mechanical / Electrical Engineering.
  • Minimum of 7 years post-qualification maintenance and repairs for underground mining equipment experience required.
  • Full computer literacy in MS Word, MS Excel and MS PowerPoint.
  • Customer relations experience is essential.
  • Must have a valid driver's license.
  • Good presentation skills
  • Fluent in English as this is essential for support.
  • A team player with strong customer service, communication, written and technical phone support experience.
  • Ability to work hours outside of normal day shift.
  • Able & willing to travel as & when necessary.

Salary:
R58, R65,000.00 per month

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