Field Engineer

Company Description

Vision Elevators (Pty) Ltd. delivers comprehensive mobility solutions across Africa. We manufacture, install, repair, maintain, and modernize various lift products, including elevators, escalators, home lifts, platform lifts, goods hoists, dumbwaiters, stairlifts, and equipment for disabled access. Established in South Africa in 2004, the company now operates in South Africa, Namibia, and Mauritius. We prioritize safety and security by adhering to SANS and EN regulations and hold an ISO 9001:2015 accreditation. Our offices are located in KwaZulu Natal, Cape Town, and Johannesburg, along with representative agents throughout Africa.

Role Description

This is a full-time, on-site role based in JHB for a Field Engineer. The Field Engineer will be responsible for troubleshooting, providing technical support, and conducting field services. Daily tasks include diagnosing and resolving technical issues, managing projects, and communicating effectively with customers to ensure top service quality and reliability.

Service monitoring process

Monitor call-out rate on jobs and resolve "sick units" on the different routes.

Monitor daily/weekly repeat calls to identify sick units and ensure resolution.

Verify if callbacks are chargeable or not based on the technician's opinion

Monitor units on shutdown report and assist in resolution to have these units placed back into operation promptly. Liaise with technicians, branch admin and procurement to ensure all measures are taken to minimize downtime

Manage technical teams to ensure all maintenance is being completed safely, timeously and to the prescribed/legislated standard

Monitor completion of the bi­annual and annual inspections completed by technicians. Ensure this is being done and recorded correctly

Service department assist process

Assist in solving more complex technical problems

Assist and travel to sites where technicians may be struggling with a call-out or repair

Assist with repairs if the technician is unable to complete the repair himself

Service sales and assessment process

Conduct project handover between construction and service departments

Assist Service Manager and Administrators with the preparation of quotations for repair work.

Conduct paid assessments and draft report of findings

Quality control and auditing process

Complete regular site visits to units on the service portfolio to monitor the quality of workmanship conducted by technicians

Monitor technician performance and recommend performance/disciplinary intervention to HR when required

Keep up to date with regulations/policies/procedures applicable to the maintenance and repair of the company's products. Make recommendations for upgrades in order to comply

Recommend training initiatives to improve service performance and customer satisfaction

Identify shortcomings and recommend improvements to the equipment/systems/policies that would result in better quality units and better service levels

Customer and sub­contractor relationship management

Accountable for customer satisfaction and quality of service

Attend to difficult customer technical queries, technical reports or interventions when required

Accountable for sub­contractor quality and service performance

Develops and maintains a cordial and professional relationship with the customers and sub­contractors.

Thoroughly investigate and resolve all critical customer problems

People management/leadership

Accountable for people (service technician) development and well-being, and managing the performance of the team and individuals

Determines objectives, and plans as well as organizes, communicates, controls, and motivates the service team

Identifies field operative training needs and manages training plans

Ensure that all service technicians comply with safe work practices in accordance with OH&S standards

KPI

Performance measures:

Number of callouts reported monthly (pattern, increase or decrease in number)

Ensure a callout rate of 10% or less in your region

Noticeable improvement in service technician knowledge base and understanding (passed on from yourself). Measured by survey and reporting

Number of unresolved technician and customer complaints

Ensure not more than 1% of the units in your region are on shutdown. Attend to shutdown units are attended to immediately and put back into service within a maximum of 48 hrs.

Time taken to return units into service from shutdown

Qualifications

• Experience in Troubleshooting and Technical Support
• Strong Communication skills, both written and verbal
• Field Service experience and Project Management skills
• Ability to work independently and adapt to on-site challenges
• Relevant certifications or qualifications in technical or engineering disciplines are beneficial
• Knowledge of lift products and mobility solutions is a plus
• Trade tested lift mechanic