Senior Customer Support Technician X4

Copper Quail; Johannesburg; On-site; ZAR 50 000 - 200 000; Full time

Job summary

A recruitment firm is seeking a full-time Customer Support Technician based in Johannesburg. The role involves assembling and commissioning equipment, providing repairs and maintenance at mine sites, and sales support for mill relining technologies. The ideal candidate will have solid computer skills, knowledge of the mining industry, and effective time management abilities. A competitive remuneration package will be offered above market average, reflecting the responsibilities involved.

Benefits

Competitive remuneration package above market average

Qualifications

• Knowledge of hard rock mining industry.
• Well developed computer skills in Microsoft Office.
• Effective time management to satisfy customer contacts.
• Possession of a current 'C' Class Driver’s License.

Responsibilities

• Assemble and commission COMPANY’s Projects and Products.
• Repair and maintain COMPANY equipment at mine sites.
• Sales support for COMPANY’s Mill Relining Technologies.
• Proactively ensure customer needs are met.

Skills

Knowledge of hard rock mining industry contacts

Well developed computer skills

Well-developed communication skills

Effective time management

Attention to detail in paperwork

Possession of current driver’s license

Education

Tertiary qualification in engineering or related discipline

Tools

Microsoft Office suite

Job description

Johannesburg, South Africa | Posted on 08/27/2025

Copper Quail’s objective is to become a trusted partner within our clients’ organizations in Africa, understanding not only the people at their heart, but also their culture and ethos. We are Recruitment Advisors, specializing in Executive Search, Contingency Recruitment, Headhunting, Outsourced Labour and training. Using our significant market knowledge across, experience and judgement to help our clients employ the best qualified individuals for each position in Africa.

We’re known for our successful track record, responsiveness and discretion. We have a high performance culture and employ only experienced recruiters. These knowledgeable professionals provide a high level of service, deliver effective solutions and foster successful relationships through regular conversations with clients and candidates.

Job Description

Department COMPANY South Africa

Reports to Service Superintendent

Location Johannesburg, South Africa

Status Permanent full time

Hours of Work Highly variable, subject to travel and customer site requirements. Typically, twelve (12) hour days will be worked while on site. Infrequently, this may also be exceeded while travelling to and from site.

Scope of This Position

The Customer Support Technician is responsible for proactively working individually and as part of a team to assemble and commission the complete range of COMPANY’s Projects and Products as directed by the Service Superintendent. The Customer Support Technician is the central point of contact for service requests and is responsible for the efficient commissioning, repair, maintenance and training on COMPANY Equipment range. Spare Parts sales for existing COMPANY customers is also an integral part of this role. The Customer Support Technician will also participate in training and motivation provided to all COMPANY South Africa personnel and will act in a manner to improve the culture of teamwork further and cohesiveness. International and domestic travel is required with an expectation that a range of negotiated site travel days will be achieved. The range envisaged is somewhere between 80 to 150 days will be spent travelling to, working on and travelling from customer sites. Additional days in attendance at COMPANY offices compiling recommendation of spare parts sales and their follow up as detailed in the company folder are also an important requirement.

Responsibilities & Duties

Key Result Areas

• Assembly and commissioning of COMPANY’s range of Relining Technologies and associated products and options.
• Commissioning, repair, maintenance, training and monitoring of COMPANY equipment at mine sites in Rest Africa and South Africa.
• Sales support of COMPANY’s Mill Relining Technologies and associated products and options.
• Understanding of and compliance with COMPANY Workplace Health, Safety & Environment Policies.

Supervision Responsibilities

This position has no direct supervisory responsibilities.

Specific Duties

The specific tasks required of (but not limited to) the Customer Support Technician include:

• Work Based Training And Assembly: work with the Service Superintendent to build a strong competency in, and ability to adapt to, a range of breakdown situations that will be encountered when servicing or maintaining COMPANY’s range of supplied equipment.
• Servicing of COMPANY’s Mill Relining Technologies: the commissioning, repair, maintenance and monitoring of the COMPANY suite of technologies at mine sites; training of mine site personnel in the effective utilization of COMPANY’s suite of technologies; fault finding skills; coordination of information to site; ensure all issued Technical Bulletins have been implemented; coordinate information; complete service module information update and check (hours of operation, scheduling of next service); ensure spare parts required on site for upcoming trips are in progress and on time.
• Work with warehouse dispatch personnel to expedite if required; while on site, proactively ensure the customer’s needs are met. If this requires the purchase of spare parts on an emergency basis, they are purchased via credit card; ensure a quote is provided and a purchase order is received from the customer; provide assistance to the customer warehouse function to audit/identify spares stock at the site warehouse if requested by the customer; work as an integral part of COMPANY’s Services & Site Maintenance team in a professional, proactive manner so as to ensure feedback and follow up to the customer occurs in a timely manner; ensure the timely completion of timesheets, expenses and other administrative paperwork.
• Spare Parts Sales for existing COMPANY customers: in conjunction with the Service Superintendent, respond to existing customer requests for the sale of spare parts in conjunction with the Service Superintendent; coordinate with COMPANY the supply and delivery of these spare parts.
• Sales support of COMPANY’s Mill Relining Technologies and associated products and options: at the direction of the Service Superintendent provide some sales support to COMPANY’s customer base.

While KPI’s will change with experience, the following will be used to assess the individual’s performance. Objectives for each KPI will be negotiated with the individual on commencement, and adjusted with experience.

• Proactively work individually and as part of a team to service and commission the complete range of COMPANY’s Projects and Products as directed by the Service Superintendent.
• On-time delivery with a high regard to quality to ensure the achievement of production schedules.
• Coordinate on time. This will be measured by feedback from the Service Superintendent.
• Encourage and maintain a customer service philosophy within the COMPANY South Africa team to the wider COMPANY group; understand you are part of a service-oriented department providing assistance to internal and external customers; measured by feedback from the Service Superintendent and external customers.
• Attention to detail to maintain a high level of quality in all work; measured by the number of errors and feedback from the Service Superintendent.
• Maintain functional and productive working relationships with all COMPANY staff; measured by feedback from COMPANY South Africa team members and other COMPANY personnel.
• Display professionalism and effectiveness in service and sales to satisfy COMPANY’s and customers’ expectations; measured by periodic assessment by the Service Superintendent with customer feedback and repeat business.
• Submit ideas and customer suggestions for improvements into COMPANY’s Request Management Systems and follow through to resolution; measured by the number of suggestions implemented with feedback from the Service Superintendent, Product Development Manager and other management team members as appropriate.
• Continually look to improve resource requirements and advise the Service Superintendent of inefficiencies; work toward continuous improvements of procurement systems and processes within the wider Ax context that best serve COMPANY’s manufacturing-focused business.
• Participate proactively in COMPANY’s Lean manufacturing philosophy and ISO systems framework.

Requirements

DESIRED SKILLS, QUALIFICATIONS AND EXPERIENCE

(R) - Required / (D) - Desirable (training could be provided)

• Knowledge of and a wide range of contacts within the hard rock mining industry (D)
• Well developed computer skills specifically in relation to the use of the Microsoft Office suite of software and email (R)
• Knowledge of and experience with the maintenance programs of grinding mills, and in particular relining (D)
• Tertiary qualification in engineering or a mining industry related discipline would be well regarded however (D)
• Well-developed communication skills and presentation to represent COMPANY at various levels at mine sites and other organizations as required (R)
• Effective time management to ensure sufficient and effective customer contact, particularly in regard to COMPANY’s global market (R)
• The ability to undergo and satisfy all site requirements with respect to health/medical requirements and the provision of personal records as required by individual customer sites (R)
• Attention to detail with respect to paperwork processing (R)
• Possession of a current “C” Class Driver’s License or South African equivalent
• Possession (or ability to possess) of an unrestricted, international Driver’s License

A competitive remuneration package will be offered above market average.