Product Support Specialist

Professional Resources Partners Pty Ltd; Gauteng; On-site; Full time

Job summary

A leading company in mining solutions seeks a mechanical/electrical engineer for product support roles, focusing on underground equipment. The ideal candidate will conduct analysis, facilitate client interactions, and provide technical support while ensuring operational continuity. The role demands extensive experience and a strong skill set in technical operations and communication.

Qualifications

• Minimum of 7 years post-qualification experience in maintenance and repairs for underground mining equipment.
• Fluent in English and must have a valid driver's license.
• Must be willing to travel as necessary.

Responsibilities

• Responsible for analysis, investigation, and resolution of product-related field issues.
• Conduct warranty investigations and detailed feedback to customers.
• Coordinate technical handover of underground equipment to mining clients.

Skills

Analytical problem-solving

Customer relations

Technical support

Communication

Education

Trade Tested Mechanical / Electrical Engineering

Tools

MS Word

MS Excel

MS PowerPoint

Job description

Location : East RandSalary : R 58 – R 65 CTC Benefits : Provident and Pension FundDuties : 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.Remain abreast of industry innovations and monitor opposition products and performance.REQUIREMENTS : 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.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.