Technical Support Manager

Kickstart Your Engineering Career at Blue Cube Systems

About the Role:

The Technical Support Manager is responsible for leading the support team to deliver exceptional technical assistance to customers using our sensor products. This role focuses on diagnosing and resolving technical issues efficiently, ensuring customer satisfaction and reliability in product performance. The manager will also drive continuous improvements in support processes, oversee team development, and maintain a customer-focused approach to foster loyalty and long-term success. Through effective leadership and technical expertise, the Technical Support Manager plays a critical role in enhancing customer retention, product reliability, and overall business success.

What We Do:

Blue Cube Systems specializes in real-time measurement solutions for the mining and mineral processing industries. Our advanced instruments provide continuous, on-site analysis of material properties, enabling instant decision-making to optimize efficiency and product quality. Find out more at our website:

Location: Stellenbosch, Western Cape, South Africa

Reports to: Operations Manager

What You'll Do:

Escalations & Service Operations:

• Find causes of reported faults on instruments.
• Drive root‑cause analysis (RCA) for Priority level 1 & 2 incidents, publish post‑incident reviews and track actions to closure.
• Carry out basic hardware checks and component replacements when required.
• Test repairs to confirm error resolution.
• Contribute to basic hardware improvements or fixes as part of team initiatives.
• Lead L2/L3 escalations from subsidiaries and direct clients, ensure SLA‑aligned response, resolution planning and clear customer communications.
• Run structured triage (impact/safety/uptime), set priorities and next actions, coordinate on‑call/standby. 
• Identify potential product and system improvements.
• Implement, test and roll-out software related improvements.

Provide ongoing and ad hoc support to clients and subsidiaries:

• Respond to L1 client queries and requests on an ad-hoc basis.
• Manage collaborative problem resolution of reported client and subsidiary issues.

Cross‑Functional Coordination and Software maintenance:

• Update existing software programs.
• Translate symptoms/logs into clear bug reports and change requests, partner with Engineering and/or IT through fix, verification and release.
• Collaborate with Manufacturing on New Product Introduction (NPI) handover, test coverage, Spares/Return Merchandise Authorization (returns/repairs process) (RMA) trends and factory escapes.
• Maintain a tight product feedback loop to improve reliability and serviceability.

Process, Tools & Knowledge: 

• Own the ticketing/It Service Management (Ticketing practices/Tools) (ITSM) workflow (intake, categorization, prioritization, escalation paths) and the Configuration Management Database (CMDB)/asset records.
• Build and curate a global Knowledge Base (runbooks, wiring diagrams, network configs, install/commissioning guides, troubleshooting trees).
• Define Standard Operating Procedures (SOP)s for diagnostics, log collection, configuration standards, field upgrade readiness and rollback.
• Coordinate release/change communications (notes, deployment windows, risk calls) with Engineering and/or IT for the subsidiaries.
• Own delegated operational infrastructure care per SOPs (monitoring alerts triage, backup checks/test restores, access management, and patch scheduling/execution); escalate complex infra incidents to Engineering and/or IT.

Manufacturing:  Provide support to manufacturing team:

• Assist with standard setup procedures for software and ad-hoc queries.
• Review set up documentation as part of the QC process.

Team Leadership:

• Lead and develop a team of 4–6 technical specialists by 2026 (electrical/electro‑mechanical and practical field experience).
• Oversee the daily activities of subordinates, assigning tasks and monitoring performance.
• Provide coaching and training to subordinates to enhance their technical skills and customer service abilities.
• Workforce planning, hiring, onboarding, mentoring, coaching, performance reviews and an equitable on‑call rotation.

 Reporting & Continuous Improvement:

• Track and report KPIs, surface risks and trends by site/region/firmware/hardware revision.
• Champion continuous‑improvement projects that reduce Mean Time To Restore/Repair (MTTR), recurring incidents, and field rework.

Safety & Compliance:

• Enforce safe practices (PPE, Lockout/Tagout-safety procedure, confined spaces, site inductions).
• Follow the quality management system, ensure Corrective And Preventative Action (CAPA) discipline and documentation integrity.

What We're Looking For:

• Minimum:  B.Eng./B.Tech in Electrical, Electronic, or Mechatronic Engineering.
• 5+ years in technical support/field service for industrial/embedded/electro‑mechanical products.
• Minimum of 2 years leading a team.
• Experience in Electronic fault finding and improvements, Software development (Python, Pascal, C), Linux Systems and Engineering Support.
• Strong diagnostics across electronics, sensors, networking, and Linux based software (logs, services, permissions, shell basics).
• Able to read schematics/wiring diagrams.

Optional but Awesome:

• Experience of mineral processing plants would be advantageous.

Your Traits:

• Technical Expertise
• Problem-Solving
• Customer Focus
• Leadership
• Adaptability
• Resilience
• Organizational Skills

At Blue Cube Systems, you'll join a culture of innovation, learning, and global impact. If you're ready to make a difference and start a career where your skills will be valued and expanded, apply today