Product Support Specialist

Professional Resources Partners Pty Ltd; Kempton Park; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A leading company in the mining equipment sector seeks a Technical Support Specialist to address underground equipment issues. The role involves coordinating technical handovers, conducting repairs, and providing customer support. Candidates must have a Trade Tested Mechanical/Electrical Engineering qualification and at least 7 years of relevant experience. Strong analytical skills and customer relations experience are essential for success in this position.

Qualifications

• Minimum of 7 years post-qualification maintenance and repairs for underground mining equipment experience required.
• Fluent in English, essential for support.
• Valid driver’s license required.

Responsibilities

• Coordinate technical handover of underground equipment to mining clients.
• Conduct advanced diagnostic repairs and maintenance.
• Provide technical support and document product performance.

Skills

Analytical problem solving

Customer relations

Technical support

Education

Trade Tested Mechanical / Electrical Engineering

Tools

MS Word

MS Excel

MS PowerPoint

Job description

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.
• 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.