Technical Support Engineer - Johannesburg
Purpose of the position : To provide a high level of technical support to all our customers in the EMEA region, with specific focus to Africa. To ensure the team continually offers the best level of service in terms of services and equipment. Major Areas of Responsibilities: Do installations and commissioning of all the company's monitoring Radar models in Africa Explaining and presenting Mine Monitoring solutions which include hardware, software, Support, and services, through the integration of different technological solutions Provide remote and onsite support to all customers as required. Troubleshoot, diagnose, and solve problems clients have with the systems. Perform system maintenance on all Mine Monitoring products. Ensure that all client support requests are actioned. Assist with performing demos for all current and prospectus clients as requested. Provide technical assistance as required for new client projects. To provide pre-sales support and technical input for product development, and product training to internal stakeholders To develop functional requirement specifications for products and to assist with competitor analysis activities Contribute to and as required, edit the complete product documentation set. Provide 24/7 remote support, being part of a roaster team, also during weekends. Knowledge, Skills, and Abilities: Good analytical skills to diagnose problems quickly and excellent customer service skills. Excellent communication skills and sensitivity to varying levels of technical competency in clients and the pressures clients may be under while working with malfunctioning equipment. Familiar with a customer-orientated environment. Knowledge of general network infrastructure and configuration. Ability to liaise with customers in an empathic and technically effective manner. Excellent communication skills with the ability to provide advice to non-technically aware customers. Ability to work well within a team as well as on their own. Slope monitoring experience in open pit mines, would be 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 gain knowledge and work with various monitoring technologies Experience working with generators and electronics (electromechanical) Familiarity with current IT and industry-specific trends Ability to rapidly acquire knowledge and experience on new technologies to use the knowledge 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 Fluent working knowledge of Microsoft Office suite (Word, Excel, PowerPoint), and experience using CRM tools (e.g., Salesforce) is required Strong sense of urgency, responsibility, and accountability Understands the product development and management lifecycle Being a DRC citizen and be able to speak French would be an added advantage. Travel: Flexible as the successful candidate would be required to sometimes work on weekends, and travel frequently to different sites in Africa.
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