Equipment Support Specialist

Bebeeproduct; Johannesburg; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A manufacturing company is seeking a Product Support Specialist based in Johannesburg to enhance customer satisfaction. The role involves leading product support for Electrical and Automation products, analyzing processes, conducting investigations, and managing projects. The ideal candidate will possess strong technical support skills, knowledge of root cause analysis, and effective communication abilities. This position plays a critical role in maintaining high operational standards and ensuring compliance with OEM procedures. A thoughtful understanding of product knowledge and customer queries will be key.

Qualifications

• In-depth knowledge of Electrical and Automation products is essential.
• Experience in customer technical support and documentation is required.
• Ability to perform detailed analysis and reporting.

Responsibilities

• Lead product support for Electrical and Automation products.
• Develop skills in root cause analysis and report writing.
• Oversee new machines and modifications for field testing.

Skills

Customer satisfaction

Technical support

Root cause analysis

Project management

Communication skills

Job description

Job Description

The role of a Product Support Specialist entails driving customer satisfaction by ensuring the implementation and maintenance of effective processes and systems.

Main Responsibilities

Lead product support for Electrical and Automation products.

Analyze and implement support structures to enhance efficiency.

Develop and train support personnel on product knowledge and best practices.

Conduct investigations into component failures and optimize machine performance.

Ensure machines are prepared, commissioned, and analyzed to meet operational standards.

Evaluate and trial new machines and prototypes to identify areas for improvement.

Enforce compliance with OEM standards and ensure adherence to established procedures.

Provide technical support and communicate effectively with customers.

Maintain accurate documentation and records.

Key Objectives : Product Knowledge

Foster in-depth knowledge of allocated products, encompassing design, functionality, operation, service, and maintenance aspects.

Develop skills in root cause analysis, report writing, and other administrative tasks.

Machine Preparedness

Assist in scope analysis for new machines and collaborate with Capital Sales to assess scope and monitor compliance during production.

Participate in pre-delivery inspections and report quality issues or non-conformances.

Machine Field Analysis

Evaluate operating functionality, ergonomics, and safety risks.

Conduct time-and-motion studies to enhance productivity performance, reliability assessments, durability checks, and engineering fault finding.

Offer recommendations to the Engineering department, improve maintenance and repair efficiency, and analyze performance data.

Project Management

Oversee new machines, prototypes, alternative parts, modifications, upgrades, and additions for field testing.

Initiate, design, install, and close out upgrade proposals and projects, estimating costs and resources.

Plan, control, and execute projects using approved tools and processes.

Maintenance, Service, and Repairs Process Management

Analyze processes at mines, develop new methods for improvement, and set OEM standards for performance.

Warranty

Analyze failures and submit findings to improve the Warranty process and inform design parameters.

Customer Technical Support

Audit and assess machines, conduct fault finding and root-cause-analysis, and assist with aftermarket customer machine care programs.

Attend OEM meetings, Production, and Planning meetings, perform machine health scans, and provide feedback on machine performance and audit findings.

Communication and Conveyance

Support dealers and stakeholders with technical information and queries.

Roll out machine updates, perform customer surveys, visit sites to discuss findings, and keep stakeholders informed of improvements and changes.

Documentation and Records

Complete Risk Assessments, submit Technical reports, and file records and market information.

Track components and timelines for warranty close-outs and manage access to records and documents.

Change Management

Ensure all documents and processes are in place for any changes affecting customers and the support team.

Facilitate the successful handover of updated processes, information, and documentation.