Product Support Specialist - Kempton Park
Product Support - Underground Equipment. Location: East Rand Salary: R 58 000 – R 65 000 CTC Benefits: Provident and Pension Fund Duties: SHORT JOB DESCRIPTION: Responsible for analysis, investigation and resolution of underground equipment product-related field issues reported by customer, factory, or sales/dealer teams. Acts as a liaison between customers, engineering, and factory, identifying opportunities for product enhancement and development to grow brand loyalty through unique customer-factory experience. DUTIES: Coordinate technical (FOF) handover of underground equipment to mining clients. Analyse technical issues related to products, conducting root cause analysis, to determine reasons. Analyse site and/or operational constraints and make recommendations to ensure uptime. Conduct advanced diagnostic repairs and maintenance. Reduce warranty costs where possible, through analysis of broader context (territory, customer, site, machine) and make recommendations on the most cost-effective means of ensuring business continuity. Conduct warranty investigations and give detailed feedback in writing of findings to both internal and external customers. Attending Customer and Dealer meetings, provides neutral objective feedback based on technical merit. Develop potential solutions and liaising with sales and engineering teams, determine best remedial action. Collaborate with Technical Training for continuous improvement. Advise, when requested, with technical specifications for tenders. Represent Underground division in the product and quality development processes. Provide technical support to answer product-related enquiries, product performance challenges, etc. This can be done on-site, in person or via email/telephone. Contribute technical documentation, including summarizing product performance, release notes for upgrades, and troubleshooting guides. Conduct product demonstrations and support product training for clients. Assist with product launches and promotional campaigns, providing technical specialist advise. Provide input into QIT process Remain abreast of industry innovations and monitor opposition products and performance. REQUIREMENTS: Sales experience Must be Trade Tested Mechanical / Electrical Engineering. Minimum of 7 years post-qualification maintenance and repairs for underground mining equipment experience required. Full computer literacy in MS Word, MS Excel and MS PowerPoint. Customer relations experience is essential. Must have a valid driver’s license. Good presentation skills Demonstrate aptitude for analytical problem solving by balancing the use of troubleshooting tools with a practical application of experience and creativity Fluent in English as this is essential for support. A team player with strong customer service, communication, written and technical phone support experience. Ability to work hours outside of normal day shift. Able & willing to travel as & when necessary.
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