Technician

RAD Resources; Gqeberha; On-site; ZAR 134,000 - 201,000; Full time

Job summary

RAD Resources in South Africa seeks a technically skilled support agent to assist with telephonic and counter-based technical support while maintaining high standards of customer service.

The role includes testing and repairing electronic and mechanical products, logging failures for QA, and providing feedback to Production and R&D to drive improvements. SAP/CRM data must be accurately captured, with flexibility for overtime and site events.

Qualifications

• In possession of or studying towards N3/S2 (Electronic or Mechanical or Electro-Mechanical Engineering).
• Good knowledge and understanding of electronic concepts.
• Displays good practical ability.

Responsibilities

• Maintain a friendly and organised customer service environment and ensure queries are handled accurately and professionally.
• Assist with telephonic and counter-based technical support.
• Test and repair mechanical and electronic products to original quality standards.
• Log failures and provide feedback to QA, Production and R&D to identify trends and improvements.
• Capture all SAP, CRM, service reports and customer interactions within required timelines.
• Support ad-hoc duties such as training, updating technical data, exhibitions and site support.

Skills

Electronic concepts

Practical ability

Customer interactions

Education

N3/S2 in Electronic/Mechanical/Electro-Mechanical

Tools

SAP

CRM

Job description

Maintain a friendly and organised customer service environment and ensure that client queries are handled accurately in a professional manner and that you are presentable at all times.

Assist with technical support provided by the department, both telephonic and at the counter.

Responsible for the mechanical and electronic testing and repair of all products.

Ensure that all equipment repaired and tested performs in their original state and to our quality standard.

Log all failures to ensure that the quality department at Head Office receives proper and useful feedback about failures experienced, and assist the Production and R&D department in establishing of failure trends and suggest possible improvements to our product(s).

Actively contribute improvement ideas relating to product reliability, service processes, test equipment and customer experience.

Ensure all SAP, CRM, service reports, repair records and customer interactions are accurately captured and updated within prescribed timelines.

Assist when necessary with other ad-hoc duties; i.e. training, updating of technical data, exhibitions, site support, the testing of new products, special site requirements.

Manage optimal relationships with the client base, ensuring that the needs of the client come first.

Maintain the highest level of neatness and adhered to all Occupational Health and Safety standards.

Respond to incoming technical support queries via all contact channels (live chat,calls,zoho desk email tickets)

Ensure that written communication is responded to within the specified SLA’s for each channel

Ensure that all communication with our clients is of the required quality as outlined in the department’s QA script.

Capture all relevant information on inbound calls (zoho desk interaction logging)

Be available to work reasonable overtime, after-hours support, weekend shifts and mandatory stock take activities when required to support operational demands, customer commitments and business objectives

Experience and Qualifications

• In possession of or studying towards of N3/S2 (Electronic or Mechanical or Electro-Mechanical Engineering)
• Good knowledge and understanding of electronic concepts
• Displays good practical ability