Technical Support Specialist (Jlg, Genie, Magni, Manitou)

The Recruitment Guy; Cape Town; On-site; ZAR 30 000 - 60 000; Full time

Job summary

An established industry player is seeking a skilled Technical Support Specialist to join their team in Cape Town. This role involves providing expert technical support, training, and mentorship to technicians and customers in the region. You'll be responsible for troubleshooting complex issues, ensuring quality standards are met, and fostering a culture of continuous learning among technicians. If you have a passion for machinery and a knack for problem-solving, this is an exciting opportunity to make a significant impact in a dynamic work environment. Join a team that values expertise and dedication to excellence.

Qualifications

• Minimum 3 years as a Technical Support Specialist with a focus on machinery.
• Experience with JLG, Genie, Magni, or similar brands is advantageous.

Responsibilities

• Provide technical support and training to technicians and customers.
• Travel to sites for troubleshooting and quality assessments.
• Mentor technicians and ensure adherence to safety standards.

Skills

Technical Support

Troubleshooting

Problem Solving

Customer Service

Safety Management

Technical Analysis

Education

Matric / Grade 12

Trade Qualification: Millwright / Auto Electrician

Tools

Hydraulic Systems

Electrical Schematics

Mechanical Equipment

Job description

An opportunity for an experienced TECHNICAL SUPPORT SPECIALIST (JLG, Genie, Magni, Manitou or similar) is required for permanent employment based in Cape Town.

Title : Technical Support Specialist

Area : Cape Town

Ref No. : TRG 2203

Salary : Market related TCTC available / negotiable

Start Date : As soon as possible

• To be the technical specialist for all types of machines and equipment across all machine types and brands in a designated region.
• To provide specialist technical training, support, assistance to customers, field service technicians and workshop staff in the region.
• To ensure proper machine and equipment training to upskill the workshop and field service technicians to accomplish functional tasks to a high standard.
• To ensure that the quality of the machines, the work done by the technicians, and the processes followed are in line with company standards.
• To provide training and practical experience to any apprentice allocated to the tech, and to keep record of all tasks completed required by the apprentice training program.

DUTIES & RESPONSIBILITIES :

Regional, on-site support

• Travel to sites within the region to support technicians with troubleshooting.
• Travel to sites within the region to support customers & technicians with repair and quality assessments.
• Travels to sites within the region to assist the local technician with difficult and challenging repairs on rental and customer units where necessary.
• Establish & maintain a safe work environment.
• Transfer product knowledge and technical skills to the regional technicians.
• Mentor technicians in resolving complicated faults.
• Mentor technicians and cultivate positive attitudes to excel in the quality of their workmanship.
• Create an environment in the region where the technicians are constantly learning and sharing their learnings and methodologies.
• Verify the quality of PDI’s and paperwork submitted by the technicians, and provide training where the standard is not maintained.
• Identify technicians that are motivated to grow and learn, and schedule additional training they need to upskill them and report to the RGM and NTM.
• Identify technicians that do not adhere to the standard and processes and report to the RGM and NTM.
• Follow the prescribed apprentice training program modules and sign off on all task completed by the apprentice.

Technical quality improvements

• Make technical recommendations where incorrect methodology is applied when doing repairs.
• Initiate training sessions to impact and explore the recommendations with the regional technicians.
• Ensure that service and repairs are carried out as per company quality standards.
• Make technical recommendations for critical spare parts to be held in stock.
• Identify suppliers that contribute positively to the growth of the business.
• Understand the challenges the technicians are experiencing in their line of duty and submit recommendations to the RGM where possible, implement measures to assist the technician to enable them to complete their job requirements.
• Train and observe technicians completing tasks in the workshop and in the field and recommend further training.
• Perform QC as required to ensure OEM standards are upheld.

Telephonic support & assistance

• Attend to incoming requests from customers and technicians in a courteous manner.
• Decide on the most effective way of resolving technical breakdowns, including whether a truck should be sent out.
• Assist technicians telephonically and remotely to diagnose and repair rental and customer units.
• Perform post resolution follow ups with customer and technicians.

Fault analysis

• Analyze and identify faults on complicated repairs.
• Analyze whether repairs are warranty related and advise accordingly.
• Liaise with overseas manufacturers in the event of complicated troubleshooting analysis.
• Ensure that a repository system is developed for fault recording.
• Analyze trends for ways to prevent future problems / breakdowns.

Reporting

• Reports to the RGM.
• Dotted line to National Technical Manager.
• Not assigned to do PDI’s, breakdowns, or service and maintenance tasks.

EDUCATION, QUALIFICATION, EXPERIENCE & SKILLS :

• Matric / Grade 12.
• Trade Qualification: Millwright / Auto Electrician / or similar.
• Min 3 years exp. in a Technical Support Specialist role.
• Min 5 years previous employment exp. as a Technician (maintenance and repairs on MWEP’s, telehandlers, forklifts, and related material handling equipment).
• JLG, Genie, Magni and Manitou or similar brand exp. (adv).
• Min 5 years previous employment exp. with technical field services (maintenance and repairs).
• Min 3 years customer service experience (Guided and advised internal and external customers on technical services, maintenance and repairs).
• Technical minded.
• Trouble shooting analysis.
• Problem solving.
• Clear understanding of safety management and risk assessment.
• A sound understanding of machinery hydraulics, engine machine, electrical, electronics and technical schematics.

APPLICATION INSTRUCTIONS

• We will ONLY consider applications from suitably experienced candidates that meet the requirements of this vacancy.
• Attach any relevant documentation that will support & enhance your application.
• All Tertiary and Secondary qualifications.
• Any Relevant Professional Memberships / Partnerships.
• Any Trade, Training and / or In-House certificates etc.
• Any Relevant operating and / or vehicle / hardware / equipment licenses.
• All Previous employment references and their contactable details.
• Correspondence is reserved for the shortlisted candidates who meet the minimum requirements.
• Should you not hear from us within 3 weeks of your application, please consider your application to be unsuccessful.