Technical Field Support Specialist – Remote & Onsite

Tracker Connect; Gauteng; On-site; ZAR 360,000 - 540,000; Full time

Job summary

Gilbarco Veeder-Root, a Vontier company, is seeking a Technical Support Specialist in Randburg to deliver end-to-end after-sales technical support for the Mining division, covering hardware and software solutions both remotely and on-site.

You will own incident management, perform root-cause analysis, train internal and external teams, and ensure strict adherence to SLAs while collaborating with cross-functional groups to support product rollouts.

Qualifications

• Degree in Electronics or Electronics & Comm or Electro-Mechanical Engineering.
• Proficiency in SQL and MS Office.
• Good understanding of electronic and mechanical equipment/components.
• Good understanding of databases.

Responsibilities

• Provide remote and on site support for the technical teams, contractors, distributions and customer with full issue analytics, root cause analysis, resolution and documentation of any identified technical issues
• Ensure all service requests are logged for tracking & reporting purposes.
• Track and update all the calls on ticket logging system.
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal team
• Track, compile and report out the SLA stats on a weekly basis.
• Daily management, tracking and monitoring for all the reported issues
• Work closely with internal and external teams to track & resolve the tickets
• Conduct technical trainings for internal and external teams on product portfolio including software application and hardware equipments
• Develop training material and content for technical trainings to ensure effectiveness of the trainings
• Conduct quality audits and on spot checks for the sites installed by internal teams or contractors and document all the findings to ensure the installation quality as per the recommended guidelines and standards
• Taking ownership of reported issues and seeing problems through to resolution
• Collaborating with cross-functional teams to support product rollouts.

Skills

Technical skills

Problem solving

Analytical thinking

Communication skills

Mining operations experience

Team collaboration

Education

Electronics Engineering

Electronics & Communications

Electro-Mechanical Engineering

Tools

SQL

MS Office

Database basics

Job description

Gilbarco Veeder-Root, a Vontier company, is seeking a Technical Support Specialist in Randburg to deliver end-to-end after-sales technical support for the Mining division, covering hardware and software solutions both remotely and on-site.

You will own incident management, perform root-cause analysis, train internal and external teams, and ensure strict adherence to SLAs while collaborating with cross-functional groups to support product rollouts.