Technical Service Support Specialist Senior

4 weeks ago

Midrand, Gauteng, South Africa Liyema Consulting Full time
Job Title: Technical Service Support Specialist – Senior

Liyema Consulting is seeking a highly skilled Technical Service Support Specialist – Senior to join our team. As a key member of our technical support team, you will be responsible for providing expert diagnostic support, leading complex repair plans, and mentoring regional technicians to enhance their technical capabilities.

Key Responsibilities:
  • Diagnostic Support: Provide expert diagnostic support on complex and difficult-to-diagnose warranty and non-warranty repair events.
  • Repair Planning: Formulate and lead the execution of complex repair plans.
  • Documentation: Accurately document diagnostic and repair actions in relevant systems.
  • Escalation Management: Manage the escalation of more complex requests to the next level of support.
  • Process Improvement: Lead initiatives for diagnostic support and process improvement.
  • Knowledge Management: Maintain and update knowledge of current and new product offerings.
  • Service Promotion: Promote Cummins service programs to drive service sales.
  • Technical Updates: Distribute technical updates and communications across the assigned region.
  • Investigations: Conduct investigations into product issues at customer or dealer locations.
  • Mentorship: Mentor and coach regional technicians to enhance technical capabilities.
Required Qualifications:
  • Technical Experience: Extensive experience in technical support, diagnostics, and troubleshooting, ideally in the automotive or heavy equipment industry.
  • Advanced Knowledge: Advanced knowledge of electronic service tools, troubleshooting methodologies, and diagnostics.
  • Documentation and Escalation: Experience in documenting technical information, managing escalation processes, and supporting service coverage capacity.
Key Competencies:
  • Collaboration: Ability to build partnerships and work collaboratively with others to achieve common goals.
  • Effective Communication: Develops and delivers clear, concise communications tailored to different audiences.
  • Customer Focus: Builds strong customer relationships and provides tailored solutions that meet their specific needs.
  • Problem Solving: Manages complexity and effectively solves problems by making sense of large quantities of information.
  • Nimble Learning: Adapts quickly to new challenges and applies lessons learned from successes and failures.
  • Resourcefulness: Efficiently secures and uses resources to achieve objectives.
  • Tech Savvy: Stays current with digital and technology trends, especially those that impact business functions.
Technical Skills:
  • Diagnostics Application: Ability to translate customer issues into a troubleshooting plan, use electronic service tools to diagnose problems, and validate repairs by duplicating the reported issue.
  • Electronic Service Tool Application: Knowledge of the hardware and software required for diagnosis, maintenance, and repair; ability to interpret tool results and make appropriate service recommendations.
  • Service Documentation: Skilled in capturing and verifying customer and equipment data using service tools, and documenting repair information accurately for historical tracking.
  • Service Capability and Coverage: Understanding of service capability processes, customer expectations, and business priorities. Analyzing metrics to enhance service network capacity.

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