Service & Support Technician

Rubiconsa; KwaZulu-Natal; On-site; ZAR 20 000 - 40 000; Full time

Job summary

An established industry player seeks a dedicated Technical Support Assistant to enhance customer service and technical support. In this role, you will collaborate with senior technicians, assist in troubleshooting and diagnosing issues, and ensure that customer inquiries are resolved efficiently. Your expertise will contribute to the successful commissioning of new systems and the creation of technical documentation. This position offers a dynamic work environment where your contributions will directly impact customer satisfaction and operational excellence. If you are self-motivated and passionate about technical support, this is the perfect opportunity for you.

Qualifications

• Minimum of Matric/NQF4 plus electrical qualification preferred.
• 1-2 years experience in technical support in electrical/power environment.

Responsibilities

• Attend to customer technical support requests and troubleshoot issues.
• Assist in commissioning new systems and diagnose faulty equipment.

Skills

Technical Support

Customer Service

Problem Solving

Time Management

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, and ensure 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:

• Attend to customer technical support requests (received electronically or telephonically)
• 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
• Assist senior support engineers in their support cases
• Assist sales consultants with technical inquiries around our products and systems
• Assist in troubleshooting faulty equipment
• Diagnose warranty claims
• Liaise with factories and suppliers on technical issues
• Assist in the creation of technical documentation for new products
• Regularly attend supplier training as designated
• Work closely with the 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 are:

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

Key personal attributes:

• Computer literacy – highly Computer literate and comfortable with basic technical aspects of common operating systems with Microsoft Office general excellence
• Competent Professional business written and verbal communications skills. The ability to express yourself clearly and effectively within the company.
• An ability to provide excellent customer service - Service focus by responding to Internal customers’ needs by doing it right the first time.
• Excellent time management, organizational, and follow-through skills. Disciplined Approach by being Punctual, Strong Attendance Record, getting back to customers, suppliers, and internal staff, and returning calls.
• Attention to detail while maintaining the ability to see the implications for the bigger picture
• An ability to respond quickly and accurately to requests
• A creative outlook with a problem-solving attitude.
• Self-motivated - Meet and exceed all that is required of you in your job.