Job Description

Product Support - Underground Equipment.Location: East RandSalary: R 58 000 - R 65 000 CTC Benefits: Provident and Pension FundDuties:SHORT JOB DESCRIPTION: Responsible for analysis, investigation and resolution of underground equipment product-related field issues reported by customer, factory, or sales/dealer teams. Acts as a liaison between customers, engineering, and factory, identifying opportunities for product enhancement and development to grow brand loyalty through unique customer-factory experience.DUTIES: * Coordinate technical (FOF) handover of underground equipment to mining clients.

• Analyse technical issues related to products, conducting root cause analysis, to determine reasons.
• Analyse site and/or operational constraints and make recommendations to ensure uptime.
• Conduct advanced diagnostic repairs and maintenance.
• Reduce warranty costs where possible, through analysis of broader context (territory, customer, site, machine) and make recommendations on the most cost-effective means of ensuring business continuity.
• Conduct warranty investigations and give detailed feedback in writing of findings to both internal and external customers.
• Attending Customer and Dealer meetings, provides neutral objective feedback based on technical merit.
• Develop potential solutions and liaising with sales and engineering teams, determine best remedial action.
• Collaborate with Technical Training for continuous improvement.

• Advise, when requested, with technical specifications for tenders.
• Represent Underground division in the product and quality development processes.
• Provide technical support to answer product-related enquiries, product performance challenges, etc. This can be done on-site, in person or via email/telephone.
• Contribute technical documentation, including summarizing product performance, release notes for upgrades, and troubleshooting guides.
• Conduct product demonstrations and support product training for clients.
• Assist with product launches and promotional campaigns, providing technical specialist advise.
• Provide input into QIT process
• Remain abreast of industry innovations and monitor opposition products and performance.

REQUIREMENTS: * Sales experience

• Must be Trade Tested Mechanical / Electrical Engineering.
• Minimum of 7 years post-qualification maintenance and repairs for underground mining equipment experience required.
• Full computer literacy in MS Word, MS Excel and MS PowerPoint.
• Customer relations experience is essential.
• Must have a valid drivers license.
• Good presentation skills
• Demonstrate aptitude for analytical problem solving by balancing the use of troubleshooting tools with a practical application of experience and creativity!
• Fluent in English as this is essential for support.

• A team player with strong customer service, communication, written and technical phone support experience.
• Ability to work hours outside of normal day shift.
• Able & willing to travel as & when necessary.

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