Remote Field Service Technician (Specialized Equipment)

Placements24; Bloemfontein; Hybrid; ZAR 520,000 - 760,000; Full time

Benefits offered by this job

Remote work stipend

Medical aid

Retirement savings plan

Generous annual leave

Professional development

Work from home flexibility

Job summary

Placements24 seeks a skilled Remote Field Service Technician to join its virtual support team. This fully remote role covers South Africa, focusing on remote installation, maintenance and repair of advanced industrial equipment via video, web and phone support.

You will diagnose electro‑mechanical and control system issues, provide remote training to customer technicians, document cases in CRM, and collaborate with engineering for product improvements.

Qualifications

• Relevant technical qualification or equivalent extensive experience.
• Minimum 5 years in field service, technical support, or maintenance of complex industrial machinery.
• Ability to diagnose electro-mechanical and control system issues remotely.

Responsibilities

• Provide remote installation, troubleshooting, and repair support for industrial machinery.
• Guide customers through procedures via video conferencing and phone support.
• Analyze issues, identify root causes, and deliver effective remote solutions.
• Develop and deliver remote training sessions for customer technicians.
• Maintain detailed case logs and document interactions in the CRM.
• Collaborate with internal teams to resolve escalated issues and improve products.
• Create and update technical documentation and knowledge base articles.
• Monitor equipment performance remotely and flag potential issues.

Skills

Remote diagnostic skills

Communication skills

Problem solving

Self-motivation

Education

National Diploma in Electrical/Mechanical Engineering, Mechatronics

Job description

About the Role

Our client, a global leader in advanced industrial automation solutions, is seeking a highly motivated and experienced Remote Field Service Technician to join their expanding virtual support team. This role is entirely remote, offering the flexibility to work from anywhere within **South Africa**, with a primary focus on supporting clients across the nation. You will be responsible for providing expert remote technical assistance, troubleshooting, and guidance for the installation, maintenance, and repair of specialized industrial equipment. This position requires exceptional diagnostic skills, strong communication abilities, and a deep understanding of complex electro-mechanical systems. The ideal candidate thrives in a remote-first environment and is adept at guiding customers through intricate technical procedures via video conferencing and phone support. Your expertise will be crucial in ensuring minimal downtime for our clients' critical operations.

Key Responsibilities

• Provide comprehensive remote technical support to customers for installation, troubleshooting, and repair of specialized industrial machinery.
• Utilize remote diagnostic tools, video conferencing, and phone support to guide customers through complex procedures.
• Analyze customer-reported issues, identify root causes, and provide effective solutions in a timely manner.
• Develop and deliver remote training sessions for customer technicians on equipment operation and maintenance.
• Maintain detailed case logs, documenting issues, resolutions, and customer interactions in the CRM system.
• Collaborate closely with internal engineering and product development teams to resolve escalated technical issues and provide feedback for product improvement.
• Create and update technical documentation, FAQs, and knowledge base articles for remote support resources.
• Monitor equipment performance remotely where applicable and proactively identify potential issues.
• Ensure high levels of customer satisfaction through efficient and effective remote technical assistance.

Requirements

• Relevant technical qualification (e.g., National Diploma in Electrical/Mechanical Engineering, Mechatronics) or equivalent extensive experience.
• Minimum of 5 years of experience in field service, technical support, or maintenance of complex industrial machinery (e.g., automation systems, robotics, advanced manufacturing equipment).
• Proven ability to diagnose and troubleshoot electro-mechanical and control system issues remotely.
• Excellent command of English, both written and verbal, with exceptional communication and interpersonal skills.
• Proficiency with remote access tools, video conferencing platforms, and CRM software.
• Ability to interpret technical manuals, schematics, and blueprints.
• Strong analytical and problem-solving skills, with a methodical approach to issue resolution.
• Self-motivated, disciplined, and able to work effectively with minimal supervision in a remote setting.
• Willingness to occasionally travel nationally for critical on-site support if absolutely necessary (frequency will be minimal).

Benefits

• Highly competitive salary with a remote work stipend.
• Comprehensive medical aid and retirement savings plan.
• Generous annual leave and paid time off.
• Opportunities for continuous professional development and training on cutting-edge technologies.
• Work from home flexibility, eliminating commute time and costs.
• Join a globally recognized company with a strong commitment to employee well-being and career growth.