Remote Senior Field Service Technician - Specialized Equipment

Placements24; Gauteng; Remote; ZAR 600,000 - 900,000; Full time

Benefits offered by this job

Competitive remote salary

Health, dental, vision insurance

Generous annual leave and personal PTO

Company laptop and tools

Global learning and growth

Retirement savings plan with employer

Work from home flexibility

Travel allowance

Job summary

Placements24 is recruiting a highly experienced Remote Senior Field Service Technician to support customers globally from a home office in Pretoria, Gauteng. You will diagnose, troubleshoot, and maintain specialized equipment using remote access tools, video calls, and CRM systems, while guiding clients through complex procedures.

The role emphasizes strong communication, thorough documentation, and the ability to work independently.

Qualifications

• 7+ years in field service or tech support for industrial or scientific equipment.
• Ability to diagnose remotely and explain complex tech to non-technical users.
• Knowledge of mechanical, electrical, and software components of sophisticated machinery.
• Based in or near Pretoria, willing to travel occasionally.
• Experience with CRM and remote diagnostic tools.

Responsibilities

• Provide remote technical support via phone, video, and remote diagnostics.
• Guide customers through installation, setup, maintenance, and repair.
• Diagnose hardware and software issues with clear solutions.
• Document service requests and resolutions in the CRM.
• Develop and deliver remote training sessions.
• Collaborate with engineering for product improvements.
• Maintain up-to-date knowledge base.
• Prioritize tickets and manage workload, including travel as needed.
• Create technical documentation and FAQs.

Skills

Remote troubleshooting

Communication skills

Independent work

Documentation

Time management

Education

Engineering degree

Technical certifications

Tools

CRM systems

Remote diagnostics

Diagnostic software

Remote access tools

Job description

About the Role

Our client is seeking a highly experienced and self-motivated Remote Senior Field Service Technician with expertise in specialized equipment to join their globally distributed team. This is a fully remote position, allowing you to leverage your skills from the comfort of your home office. You will be responsible for providing advanced technical support, troubleshooting, and maintenance services for our client's cutting-edge machinery to customers across various regions. This role requires exceptional diagnostic abilities, strong communication skills, and the capacity to guide clients through complex technical procedures remotely. If you thrive on solving intricate technical challenges and enjoy a flexible, remote work environment, this opportunity in Pretoria, Gauteng (your home location) is ideal for you.

Key Responsibilities

• Provide remote technical support and troubleshooting for complex specialized equipment via phone, video conferencing, and remote diagnostic tools.
• Guide customers through installation, setup, maintenance, and repair procedures.
• Diagnose hardware and software issues, providing clear and concise solutions.
• Document all service requests, troubleshooting steps, and resolutions accurately in the company's CRM system.
• Develop and deliver remote training sessions for customers and internal support staff.
• Collaborate with engineering and product development teams to identify and report recurring issues or product improvements.
• Maintain an up-to-date knowledge base of the company's product lines and technical specifications.
• Manage your workload effectively, prioritizing urgent requests and ensuring timely resolution of all support tickets.
• Contribute to the creation of technical documentation, user manuals, and FAQs.
• Occasionally travel for critical on-site interventions or training, if required by business needs (though the role is primarily remote).

Requirements

• Minimum of 7 years of experience in field service or technical support for specialized industrial or scientific equipment.
• Proven ability to diagnose and troubleshoot complex technical issues remotely.
• Strong understanding of mechanical, electrical, and software components of sophisticated machinery.
• Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.
• Proficiency with remote access tools, diagnostic software, and CRM systems.
• Self-starter with strong organizational and time management skills, capable of working independently without direct supervision.
• Ability to create clear and concise technical documentation and training materials.
• Relevant technical certifications or a degree in a related engineering field are highly advantageous.
• Experience in a customer-facing role, demonstrating patience and a commitment to customer satisfaction.
• Must be based within or near Pretoria, Gauteng , or willing to travel occasionally if needed.

Benefits

• Highly competitive remote salary with potential for performance bonuses.
• Comprehensive health, dental, and vision insurance plans.
• Generous annual leave and personal time off.
• Company-provided laptop and communication tools.
• Opportunities for continuous learning and professional growth in a global setting.
• Retirement savings plan with employer matching.
• Flexibility to work from home, enhancing work-life balance.
• Travel allowance for any occasional business trips required.