Technical Support Specialist

3 weeks ago

Johannesburg, Gauteng, South Africa Oxyon People Solutions Full time

Purpose of the Position:

To ensure our customers in the EMEA region receive high-quality technical support, with a focus on Africa. The selected candidate will contribute to delivering the best possible service through equipment and services.

Main Areas of Responsibilities:

  • Conduct installations and commissioning of monitoring Radar models in Africa.
  • Introduce and present Mine Monitoring solutions, including hardware, software, and services, through the integration of various technological solutions.
  • Provide remote and onsite support to customers as needed.
  • Detect, diagnose, and resolve system issues experienced by clients.
  • Perform routine system maintenance on all Mine Monitoring products.
  • Guarantee timely action on all client support requests.
  • Assist with product demonstrations for current and prospective clients as requested.
  • Offer technical assistance for new client projects as required.
  • Contribute to pre-sales support and provide technical input for product development and training for internal stakeholders.
  • Develop detailed specifications for product functionality and assist with competitor analysis activities.
  • Contribute to and edit the complete product documentation set as necessary.
  • Participate in a roaster team, providing 24/7 remote support, including weekends.

Knowledge, Skills, and Abilities:

  • Excellent analytical skills to quickly diagnose problems and outstanding customer service skills.
  • Strong communication skills and the ability to adapt to varying levels of technical competency in clients and the pressures they may face while working with malfunctioning equipment.
  • Familiarity with a customer-centric environment.
  • Knowledge of general network infrastructure and configuration.
  • Ability to effectively communicate with customers in an empathic and technically proficient manner.
  • Outstanding communication skills, enabling the provision of advice to non-technical customers.
  • Capacity to work both independently and as part of a team.
  • Experience with slope monitoring in open pit mines is an added advantage.

Education and Experience Required:

  • N6 qualification in Electrical/Electronic or Electrical/Electronic Engineering Degree.
  • A minimum of 3-5 years of experience in the field, working in open pit mines or similar environments.
  • Ability to acquire knowledge and work with various monitoring technologies.
  • Experience working with generators and electronics (electromechanical).
  • Familiarity with current IT and industry-specific trends.
  • Capacity to rapidly acquire knowledge and experience on new technologies to provide customer support and training.
  • Strong communication skills, including the ability to communicate product information and technical concepts effectively to a non-technical audience.
  • Familiarity with the Microsoft Office suite (Word, Excel, PowerPoint) and experience using CRM tools, such as Salesforce, is required.
  • Strong sense of urgency, responsibility, and accountability.
  • Understanding of the product development and management lifecycle.
  • Ability to speak French as a DRC citizen is an added advantage.

Travel:

  • Frequent travel to various sites in Africa is required.
  • Flexibility to work on weekends and participate in a roaster team providing 24/7 remote support.

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