After Sales Technical and Admin Support - Pietermaritzburg

Hewitt Colenbrander Recruitment; Pietermaritzburg; On-site; ZAR 350,000 - 480,000; Full time

Job summary

Hewitt Colenbrander Recruitment seeks an experienced technical support professional in South Africa, KwaZulu-Natal, Pietermaritzburg. The role focuses on handling all levels of technical inquiries, supporting dealers and end-users, and coordinating with Service and Training Managers to deliver product launches and training programs.

Responsibilities include circulating SBs and WMs, managing warranty processes, coordinating teardown analyses, and updating flat-rate time charts for repairs.

Qualifications

• Strong communication and interpersonal skills.
• Excellent organisational and administrative abilities.
• Proactive approach with attention to detail.

Responsibilities

• Manage all levels of technical inquiries, providing comprehensive support to both dealers and end-users.
• Partner with the Service Manager to facilitate knowledge transfer, deliver technical support for new product launches, and recommend essential spare parts.
• Circulate critical technical documentation—including Service Bulletins (SBs) and Workshop Manuals (WMs)—to relevant internal and external stakeholders.
• Collaborate with the Training and Service Managers to develop and deliver multi-level training programs as required.
• Oversee warranty administration via Web Warranty, manage product returns, and coordinate the teardown and analysis of returned units.
• Maintain and update flat-rate time charts to optimize standard operating times for product repairs.

Job description

Technical Competencies & Experience:

1. Manage all levels of technical inquiries, providing comprehensive support to both dealers and end-users.
2. Partner with the Service Manager to facilitate knowledge transfer, deliver technical support for new product launches, and recommend essential spare parts.
3. Circulate critical technical documentation—including Service Bulletins (SBs) and Workshop Manuals (WMs)—to relevant internal and external stakeholders.
4. Collaborate with the Training and Service Managers to develop and deliver multi-level training programs as required.
5. Oversee warranty administration via Web Warranty, manage product returns, and coordinate the teardown and analysis of returned units.
6. Maintain and update flat-rate time charts to optimize standard operating times for product repairs.

Behavioural Competencies:

1. Communication: Strong interpersonal and communication skills, with the ability to maintain composure and performance in a fast-paced, high-pressure environment.
2. Administration: Excellent organizational and administrative skills, complimented by a professional telephonic manner.
3. Stakeholder Relations: Proven ability to manage customer relations effectively while maintaining strong, collaborative internal staff relationships.
4. Industry Knowledge: In-depth knowledge of outdoor power products, specifically forest and garden equipment.
5. Execution: A self-motivated, proactive approach with a sense of urgency to meet deadlines and drive impactful results.
6. Quality Assurance: High level of precision, thoroughness, and attention to detail in all tasks.
7. Mobility: Flexibility regarding working hours and a willingness to travel extensively as required.
8. Technical Competency: Comprehensive technical expertise in two-stroke and four-stroke engines, including advanced diagnostics, mechanical/electrical fault-finding, servicing, and repairs.