Remote Senior Field Service Technician - Specialized Equipment

Placements24; Pretoria; Hybrid; ZAR 900,000 - 1,300,000; Full time

Benefits offered by this job

Remote work

Laptop provided

Health insurance

Generous leave

Learning & development

Retirement plan

Travel allowance

Job summary

Placements24 is seeking a highly experienced Remote Senior Field Service Technician to join a globally distributed team. You will provide advanced technical support, troubleshooting, and maintenance for specialized equipment from your home office, serving customers across regions.

Responsibilities include remote installation guidance, diagnostic work, and training for customers and staff. Occasional travel for on-site interventions may be required, with strong focus on communication and

Qualifications

• 7+ years in field service/technical support for specialized equipment
• Ability to diagnose and troubleshoot remotely
• Solid understanding of mechanical, electrical and software aspects of complex machinery
• Excellent written and verbal communication to non-technical users
• Experience with remote access tools and CRM systems; self-starter
• Technical certifications or engineering degree advantageous
• Based in or near Pretoria, willing to travel occasionally

Responsibilities

• Provide remote technical support and troubleshooting via phone, video, and remote diagnostics
• Guide customers through installation, setup, maintenance and repair
• Diagnose hardware and software issues with clear solutions
• Document all service requests and resolutions in CRM
• Develop and deliver remote training for customers and staff
• Collaborate with engineering to identify recurring issues
• Maintain knowledge base of product lines and specs
• Prioritize workload and timely resolution of tickets
• Create technical documentation and FAQs
• Occasionally travel for on-site interventions or training when needed

Skills

Strong communication

Remote diagnostics

Independent work

CRM proficiency

Diagnostic tools

Education

Engineering degree or related certification

Tools

Remote access tools

Diagnostic software

CRM systems

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.