Service & Support Technician

Rubicon; Durban; On-site; ZAR 25 000 - 45 000; Full time

Job summary

An established industry player is seeking a dedicated Technical Support Assistant to join their dynamic team. In this role, you will provide essential support to senior technicians and engineers, ensuring that customer inquiries are addressed promptly and effectively. Your responsibilities will include troubleshooting technical issues, assisting in the commissioning of new systems, and collaborating with various teams to enhance service delivery. This position offers the opportunity to develop your skills in a fast-paced environment while contributing to customer satisfaction and operational excellence. If you are self-motivated and eager to learn, this is the perfect opportunity for you.

Qualifications

• 1-2 years experience in technical support within electrical environments.
• Matric/NQF4 plus electrical qualification preferred.

Responsibilities

• Attend to customer technical support requests via phone or email.
• Assist in troubleshooting and diagnosing faulty equipment.
• Collaborate with tech support staff nationwide to improve systems.

Skills

Technical Support

Electrical Knowledge

Customer Service

Problem Solving

Communication Skills

Education

Matric/NQF4 equivalent

Electrical Qualification

Relevant Diploma

Tools

Microsoft Office

CRM Software

Job description

This role assists senior technicians and support engineers in attending to all day-to-day technical inquiries within the branch, ensuring that all sales staff and customer technical tickets are serviced and closed. The ultimate aim is to ensure adequate technical skills are available within the branch to support our customers in after-sales service.

Role Responsibilities

1. Attend to customer technical support requests (received electronically or telephonically).
2. Attend site in local, national, and potentially international locations to:
   • assist in commissioning new systems
   • assist in the diagnosis of faulty equipment
   • troubleshoot any other issues
3. Assist senior support engineers in their support cases.
4. Assist sales consultants with technical inquiries around our products and systems.
5. Assist in troubleshooting faulty equipment.
6. Diagnose warranty claims.
7. Liaise with factories and suppliers on technical issues.
8. Assist in the creation of technical documentation for new products.
9. Regularly attend supplier training as designated.
10. Work closely with other tech support staff around the country to:
    • Collaborate on improving systems.
    • Help resolve issues in other areas where skills can be shared for the common good.
    • Investigate and document potential serial issues.
    • Assist R+D department in product specification and development when necessary.
    • Meet regularly to discuss tech support issues.
    • Document/record activities within the company CRM.

Role Requirements

• At minimum, a Matric/NQF4 equivalent plus one or more of the following:
• Electrical qualification, wireman's license highly advantageous.
• Technical support background and experience of at least 1-2 years in electrical/power and critical reserve power environments (e.g., UPS, hybrid inverters).
• Other relevant diploma.
• Driver's license and own vehicle.

Key Personal Attributes

• Computer literacy – highly proficient with basic technical aspects of common operating systems and Microsoft Office.
• Strong professional business written and verbal communication skills.
• Excellent customer service skills – responding to internal customers’ needs and doing it right the first time.
• Excellent time management, organizational, and follow-through skills.
• Attention to detail with awareness of the bigger picture implications.
• Ability to respond quickly and accurately to requests.
• Creative outlook with a problem-solving attitude.
• Self-motivated – committed to exceeding job requirements.