Job Description

Job Specification
Application Engineer & Training Facilitator
Job Specifics:
Job Title
Application Engineer & Training Facilitator
Location
Johannesburg
Department
Services & Training
Direct Line Manager
General Manager
Office Based / Remote / Hybrid
Office Based
Working Hours
8:00 17:00 (Mondays Thursdays)
8:00 14:30 (Fridays)
8:00 16:00 (Occasional Saturdays dependant on training schedule)
Job Summary:
The Application Engineer and Facilitator is responsible for providing technical support and expertise related to the application of company products or solutions such as EDGECAM, ALPHACAM, RADAN and ESPRITE. This role involves both engineering and training responsibilities, where the individual will assist clients and internal teams in understanding and implementing technical solutions while also delivering training sessions on the proper use of these solutions. The role requires a balance of technical knowledge, communication, and presentation skills.
Key Responsibilities:
1. Technical Support and Application Engineering:

• Provide technical support to customers and internal teams, ensuring proper application and usage of products and systems.
• Collaborate with sales, product development, and customer support teams to ensure that products are implemented effectively and meet client needs.
• Analyse customer requirements and recommend solutions that maximize the value of the company's products.
• Troubleshoot and resolve technical issues, providing timely solutions or escalating to higher-level technical teams when necessary.
• Conduct system testing, configurations, and ensure seamless integration of products with client systems.
• Collaborate with product development teams to provide feedback on product performance and help improve product offerings.

2. Training and Facilitation:

• Deliver training sessions, workshops, and presentations to customers, clients, and internal teams on the technical aspects of the products and solutions.
• Contribute to preparing training materials such as manuals, guides, and presentations to enhance the training process.
• Assess the training needs of clients and customize training sessions based on their specific requirements.
• Facilitate hands-on training to help customers understand the application and operational aspects of the product.
• Evaluate the effectiveness of training programs and modify content or delivery methods based on feedback to improve future sessions.

3. Customer Relationship Management:

• Build and maintain strong relationships with customers by understanding their needs and offering tailored technical solutions.
• Address and resolve customer technical concerns promptly, ensuring a high level of customer satisfaction.
• Assist in creating and maintaining customer documentation such as technical specifications, manuals, and support guides.
• Support the customer through the implementation phase, ensuring a smooth transition and effective use of the product.

4. Project Support and Coordination:

• Coordinate with cross-functional teams (sales, engineering, and support) to manage the delivery and implementation of technical solutions.
• Assist in project planning, ensuring timelines are met, and technical specifications are adhered to.
• Participate in project meetings, providing updates on technical progress and any issues that may arise.
• Ensure that customer expectations are met within the scope of the project.

5. Reporting and Documentation:

• Maintain detailed records of customer interactions, technical issues, resolutions, and training feedback through our CRM system with the assistance of the administrative team.
• Provide regular feedback on product functionality and customer usage to the development team for product improvement.

6. Service Sales and Business Development:

• Promote and sell additional services such as callouts, programming of parts, RS232 cables, and out-of-SLA hourly service charges.
• Identify potential opportunities for new software sales & training based on customer needs and requirements.
• Develop and maintain relationships with existing clients to encourage repeat business and uncover new service opportunities.
• Work closely with the sales team to ensure that all customer service needs are met and potential upsell opportunities are captured.

Qualifications:
Education:

• Grade 12 / Matric
• Qualified toolmaker or Mould & Die maker is to an advantage
• Relevant Certificates in CNC Mill & Lathe programming / operating & setting
• Relevant Certificates in CAD/CAM software training such as EDGECAM / MASTERCAM / SOLIDWORKS / Fusion 360 etc.

Experience:

• Minimum of 2 years experience in CNC Lathe & Milling programming and operation.
• Experience in delivering training or technical facilitation to clients or teams is an advantage.
• Minimum of 1 years experience in CAD/CAM software such as EDGECAM / MASTERCAM / SOLIDWORKS / Fusion 360 etc.

Skills & Competencies:

• Strong technical problem-solving skills with the ability to quickly understand and resolve complex issues.
• Excellent presentation and facilitation skills, with experience in delivering training to both technical and non-technical audiences.
• Strong communication skills, with the ability to explain complex technical concepts clearly and effectively.
• Ability to work independently and as part of a team, managing multiple projects simultaneously.
• Strong organizational skills and attention to detail.
• Ability to adapt quickly to new technologies and keep up with industry trends.

Personal Attributes:

• Customer-oriented mindset with the ability to build strong relationships with clients.
• Professional, confident, and approachable demeanour.
• Self-motivated and proactive in identifying issues and solving problems.
• Collaborative with a willingness to share knowledge and support colleagues.

Additional Information:

• Travel Requirements: Travel will be required on the occasion for training / implementations onsite at a customer.
• Commission: A commission structure is available for sales generated by the Application Engineer.