Regional Technical Support Specialist

The Recruitment Guy (Pty) Ltd; Cape Town; On-site; ZAR 350,000 - 500,000; Full time

Job summary

A leading company in Cape Town is seeking a Regional Technical Support Specialist to provide expert technical mentorship, ensure quality standards, and support regional technicians. The role involves on-site support, training, fault analysis, and improvement of technical services across various equipment types. Ideal candidates will possess trade qualifications and extensive field service experience.

Qualifications

• Minimum 5 years as a Technician (Maintenance and repairs on MEWP’s, telehandlers or related equipment).
• Minimum 5 years in Field Service (Technical field services).
• Minimum 3 years in Customer Service (guiding customers on technical services).

Responsibilities

• Provide specialist technical support and mentorship.
• Travel to sites for troubleshooting and quality assessments.
• Conduct training and development for regional technicians.

Skills

Technical minded

Trouble shooting analysis

Problem solving

Clear understanding of safety management and risk assessment

Understanding of machinery hydraulics

Engine mechanics

Electrical

Electronics

Education

Matric / Grade 12

Millwright or Auto Electrician Trade Qualification

Tools

Aerial work platforms

Forklifts

Telehandlers

Cherry pickers and cranes

All terrain and industrial lifting equipment

Job description

Regional Technical Support Specialist required in Cape Town.

An experienced Regional Technical Support Specialist is required for permanent employment based in Cape Town (Western Cape region).

Job Description:

• To be the technical specialist for all types of machines and equipment across all machine types and brands in a designated region.
• To provide specialist technical mentorship, support, and assistance to customers, field service technicians and workshop staff in the region.
• To identify technical shortfalls in resource capability and report on these shortfalls to the operational management.
• To ensure that the quality of the machines, the work done by the technicians, and the processes followed are in line with company standards.
• To provide mentorship and practical experience to any apprentice allocated to the tech, and to keep record of all tasks completed required by the apprentice training program.
• Reports to the RGM with a dotted line to National Technical Manager
• Not assigned to do PDI’s, breakdowns, or service and maintenance tasks

Duties and Responsibilities:

Regional, on-site support:

• Travel to sites within the region to support technicians with troubleshooting
• Travel to sites within the region to support customers & technicians with repair and quality assessments
• Travels to sites within the region to assist the local technician with difficult and challenging repairs on rental and customer units where necessary

Training and development:

• Establish & maintain a safe work environment
• Transfer product knowledge and technical skills to the regional technicians
• Mentor technicians in resolving complicated faults
• Mentor technicians and cultivate positive attitudes to excel in the quality of their workmanship
• Create an environment in the region where the technicians are constantly learning and sharing their learnings and methodologies
• Compare the quality of work of each technician to the standard and report on the failing technicians for management to intervene
• Verify the quality of PDI’s and paperwork submitted by the technicians, and provide mentorship where the standard is not maintained
• Identity technicians that are motivated to grow and learn, and report to the RGM and NTM
• Identify technicians that do not adhere to the standard and processes and report to the RGM and NTM

Technical quality improvements:

• Make technical recommendations where incorrect methodology is applied when doing repairs
• Initiate mentoring sessions to impact and explore the recommendations with the regional technicians
• Ensure that service and repairs are carried out as per national quality standards
• Make technical recommendations for critical spare parts to be held in stock
• Identify suppliers that contribute positively to the growth of the business
• Understand the challenges the technicians are experiencing in their line of duty and submit recommendations to the RGM where possible, implement measure to assist the technician to enable him to complete his job requirements
• Observe technicians completing tasks in the workshop and in the field and recommend further training
• Perform QC as required to ensure OEM standards are upheld

Telephonic support & assistance:

• Attend to incoming requests from customers and technicians in a courteous manner
• Assist technicians telephonically and remotely to diagnose and repair rental and customer units
• Perform post resolution follow ups with technicians

Fault analysis:

• Analyze and identify faults on complicated repairs
• Analyze whether repairs are warranty related and advise accordingly
• Liaise with overseas manufactures in the event of complicated trouble shooting analysis
• Ensure that a repository system is developed for fault recording
• Analyze trends for ways to prevent future problems/breakdowns

Requirements:

• Matric / Grade 12
• Millwright or Auto Electrician Trade Qualification
• Minimum 5 years as a Technician (Maintenance and repairs on MEWP’s, telehandlers or related equipment) +
• Minimum 5 years in Field Service (Technical field services, maintenance and repairs) +
• Minimum 3 years in Customer Service (Successfully guided and advised internal and external customers on technical services, maintenance and repairs)

Skills Required:

• Technical minded
• Trouble shooting analysis
• Problem solving
• Clear understanding of safety management and risk assessment
• A sound understanding of machinery hydraulics, engine mechanics, electrical, electronics and technical schematics
• Aerial work platforms (scissor lifts, boom lifts)
• Forklifts (electric, diesel, counterbalance)
• Telehandlers
• Cherry pickers and cranes (where applicable)
• All terrain and industrial lifting equipment