Technical Support Specialist

4 months ago

Cape Town, South Africa The Recruitment Guy Full time

NEW EMPLOYMENT AVAILABLE

Title: Technical Support Specialist

Area: Cape Town

Industry: Material Handling

Ref No.: TRG 2203

Salary: Market related TCTC available/negotiable

Start Date: As soon as possible

An opportunity for an experienced TECHNICAL SUPPORT SPECIALIST (JLG, Genie, Magni, Manitou or similar) is required for permanent employment based in Cape Town.

  • To be the technical specialist for all types of machines and equipment across all machine types and brands in a designated region.
  • To provide specialist technical training, support, assistance to customers, field service technicians and workshop staff in the region.
  • To ensure proper machine and equipment training to upskill the workshop and field service technicians to accomplish functional tasks to a high standard.
  • To ensure that the quality of the machines, the work done by the technicians, and the processes followed are in line with company standards.
  • To provide training and practical experience to any apprentice allocated to the tech, and to 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
  • Travel to sites within the region to support customers & technicians with repair and quality assessments
  • Travels to sites within the region to 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
  • Mentor technicians and cultivate positive attitudes to excel in the quality of their workmanship
  • Create an environment in the region where the 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
    • Identity technicians that are motivated to grow and learn, and schedule additional training they need to upskill them and report to the RGM and NTM
    • 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 task 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 in their line of duty and submit recommendations to the RGM where possible, implement measure to assist the technician to enable them to complete their job requirements
  • 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 customer and technicians

Fault analysis

  • Analyze and identify faults on complicated repairs
  • Analyze whether repairs are warranty related and advise accordingly
  • Liaise with overseas manufactures in the event of complicated trouble shooting 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. (adv).
  • Min 5 years previous employment exp. with technical field services (maintenance and repairs).
  • Min 3 years customers service experience (Guided and advised internal and external customers on technical services, maintenance and repairs)
  • Technical minded.
  • Trouble shooting analysis.
  • Problem solving.
  • Clear understanding of safety management and risk assessment.
  • A sound understanding of machinery hydraulics, engine machine, electrical, electronics and technical schematics.

#TheRecruitmentGuy

#CapeTown

#TechnicalSupportSpecialist

#MaterialHandling

#Millwright

#AutoElectrician

#Telehandlers

#MEWP

#Forklifts

#JLG

#Genie

#Magni

#Manitou

APPLICATION INSTRUCTIONS

  • We will ONLY consider applications from suitably experienced candidates that meet the requirements of this vacancy.

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