Remote Industrial Equipment Support Specialist

Placements24; Kempton Park; Hybrid; ZAR 600,000 - 900,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Paid time off

Retirement plan

Learning & certifications

Home office stipend

Job summary

Placements24 seeks a seasoned Remote Industrial Equipment Support Specialist to join its expanding remote operations team in South Africa. You will diagnose and resolve mechanical, electrical, and control system issues remotely, guiding clients through repairs with remote diagnostics and professional communication.

From a home office, you will engage customers via phone, video, and email, analyzing data to prevent downtime and optimize performance while collaborating with engineering and service

Qualifications

• Bachelor's or National Diploma in Mechanical Engineering, Electrical Engineering, Mechatronics, or a related field.
• At least 5 years in technical support, field service, or maintenance for industrial equipment.
• Strong ability to diagnose and troubleshoot complex mechanical, electrical, and control systems.
• Experience with remote diagnostic tools, software, and communication platforms.
• Excellent verbal and written communication, able to explain technical concepts to non-technical users.
• Able to work autonomously and manage workload in a remote setting.
• Proficient with CRM software and technical documentation tools.
• Stable internet connection and dedicated home office setup for remote work.
• Familiarity with PLC, HMI, and SCADA is advantageous.

Responsibilities

• Provide expert remote technical support for industrial equipment.
• Diagnose and troubleshoot mechanical, electrical, and control systems using remote tools.
• Guide customers through complex troubleshooting and repair steps via phone, video, and email.
• Analyze equipment data and service logs to identify issues and recommend preventive maintenance.
• Collaborate with engineering, sales, and service to resolve escalated issues.
• Document all interactions, resolutions, and findings in CRM.
• Develop and maintain a knowledge base of common issues and solutions.
• Stay updated with product updates, bulletins, and new features.

Skills

Remote diagnostic tools

CRM software

Video conferencing

Technical communication

Education

Bachelor's or National Diploma in Mechanical/Electrical/Mechatronics

Tools

Remote diagnostics tools

Job description

About the Role

Our client is a global leader in manufacturing specialized industrial equipment and is seeking a dedicated and experienced Remote Industrial Equipment Support Specialist to join their expanding remote operations team, based out of Tembisa, Gauteng. This is a fully remote position, offering the flexibility to work from anywhere within South Africa. You will be instrumental in providing critical remote technical support and troubleshooting for our diverse range of industrial machinery. This role demands a deep understanding of mechanical and electrical systems, coupled with exceptional diagnostic skills and a passion for delivering unparalleled customer service. As a remote specialist, you will leverage advanced communication tools and remote access technologies to assist clients globally, ensuring minimal downtime and maximum operational efficiency for their businesses. You will be a vital link between our technical expertise and our customers' operational needs, working independently and proactively to resolve complex issues. This is an exciting opportunity to contribute to a forward-thinking company while enjoying the benefits of a remote work arrangement. Your ability to communicate clearly and provide effective solutions will be paramount to your success.

Key Responsibilities

• Provide expert remote technical support to customers experiencing issues with industrial equipment.
• Diagnose and troubleshoot mechanical, electrical, and control system problems using remote diagnostic tools and client-provided information.
• Guide customers through complex troubleshooting procedures and repair processes via phone, video conferencing, and email.
• Analyze equipment performance data and service logs to identify potential issues and recommend preventative maintenance.
• Collaborate with internal engineering, sales, and service teams to resolve escalated customer issues.
• Document all support interactions, resolutions, and findings accurately in the company's CRM system.
• Develop and maintain a knowledge base of common issues and their solutions for efficient problem-solving.
• Stay up-to-date with product updates, technical bulletins, and new equipment features.
• Proactively identify opportunities to improve customer satisfaction and operational efficiency through remote assistance.

Requirements

• A Bachelor's or National Diploma in Mechanical Engineering, Electrical Engineering, Mechatronics, or a closely related technical field.
• At least 5 years of experience in a technical support, field service, or maintenance role for industrial equipment.
• Strong proficiency in diagnosing and troubleshooting complex mechanical, electrical, and control systems.
• Experience with remote diagnostic tools, software, and communication platforms.
• Excellent verbal and written communication skills, with the ability to explain technical concepts clearly to non-technical users.
• Demonstrated ability to work autonomously and manage workload effectively in a remote setting.
• Proficiency in using CRM software and other relevant technical documentation tools.
• A stable internet connection and a dedicated home office setup conducive to remote work.
• Familiarity with PLC, HMI, and SCADA systems is a significant advantage.

Benefits

• Highly competitive remote salary.
• Comprehensive health, dental, and vision insurance.
• Generous annual leave and paid time off.
• Retirement savings plan with company matching.
• Opportunities for continuous learning and professional development through online courses and certifications.
• Home office equipment stipend.
• A dynamic and inclusive remote work culture.