Customer Support Agent

ElectroMechanica; Cape Town; On-site; ZAR 50 000 - 200 000; Full time

Job summary

A leading technical support provider in Cape Town is looking for a Technical Support Specialist to provide first-line technical support and resolve customer issues. The ideal candidate will have an NQF Level 4–5 qualification in Electrical, Electronic, or Mechatronic Engineering, and at least 2 years of experience in a technical support environment. This role requires strong practical understanding of automation components, effective communication skills, and a methodical approach to tasks. Competitive compensation aligns with industry benchmarks.

Qualifications

• Minimum 2 years’ experience in a technical support or service environment.
• Prior experience in an automation, control, or electrical distribution environment is beneficial.
• Exposure to variable speed drives (VSDs), PLCs, relays, or industrial instrumentation is an advantage.

Responsibilities

• Provide first-line (L1) technical support to customers from the branch.
• Diagnose and resolve basic product faults, escalating complex cases when necessary.
• Conduct basic testing, configuration, and repairs of products returned for service.
• Collaborate with field service technicians to ensure timely resolution of customer issues.

Skills

Strong practical understanding of electrical or automation components

Basic fault-finding and troubleshooting using test instruments

Effective communication and customer service skills

Computer literacy, including familiarity with ERP systems

Organised and methodical approach to tasks

Education

NQF Level 4–5 qualification in Electrical, Electronic, or Mechatronic Engineering

Job description

Role Summary

Provides first-line (L1) and limited second-line (L2) technical support from the branch to assist customers and internal teams. Works closely with sales, field service and engineering to ensure that customer issues are resolved efficiently, escalating complex technical problems as required.

Key Responsibilities

• Provide first-line (L1) technical support to customers from the branch.
• Diagnose and resolve basic product faults, escalating complex cases to L2 support or engineering teams when necessary.
• Conduct basic testing, configuration, and repairs of products returned for service.
• Maintain and calibrate tools, and test rigs to ensure readiness and reliability.
• Support the preparation of replacement units, spares, and demo equipment for customer use or field deployment.
• Collaborate with field service technicians and engineering to ensure timely resolution of customer issues.

Essential Requirements

• NQF Level 4–5 qualification in Electrical, Electronic, or Mechatronic Engineering.
• Minimum 2 years’ experience in a technical support or service environment.
• Strong practical understanding of electrical or automation components.
• Basic fault-finding and troubleshooting using test instruments and diagnostic tools.
• Computer literacy, including familiarity with ERP systems.
• Effective communication and customer service skills.
• Organised and methodical approach to technical and administrative tasks.

Beneficial Requirements

• Prior experience in an automation, control, or electrical distribution environment.
• Exposure to variable speed drives (VSDs), PLCs, relays, or industrial instrumentation.
• Experience assisting field technicians or providing customer-facing technical support.

Work Environment & Compensation

• Location: Regional Office.
• Travel Requirements: Occasional in support of field teams.
• Working Hours: Standard office/technical hours.
• Compensation Range: in line with relevant industry benchmarks for Paterson grade.

Organisational Context

At EM, we are driven by the purpose of “Making connections, powering tomorrow.” We power our customers’ worlds by integrating quality products into innovative solutions, supported by people who are passionate about service.

• Vision: Advance the lives of every person in Southern Africa sustainably through electrification and automation.
• Mission: Connect with customers by deeply understanding their evolving needs; promote brands and solutions to solve tomorrow’s problems today; and partner across the value chain in a sustainable, easy-to-do-business way.

Values

• Open – We communicate honestly and transparently, listening deeply to differing views.
• Loyal – We serve our customers, colleagues, and manufacturers with integrity and dedication.
• Brave – We go beyond comfort zones, taking on new challenges with courage and vision.