Job Description

• Attend to customer technical support requests (received electronically or telephonically)
• Attend site in local, national, and potentially international locations to:

• assist in commissioning new systems
• assist in the diagnosis of faulty equipment
• troubleshoot any other issues
• Assist senior support engineers in their support cases
• Assist sales consultants with technical inquiries around our products and systems
• Assist in troubleshooting faulty equipment
• Diagnose warranty claims
• Liaise with factories and suppliers on technical issues
• Assist in the creation of technical documentation for new products
• Regularly attend supplier training as designated
• Work closely with the other tech support staff around the country to:

• Collaborate on improving systems
• Help resolve issues in other areas where skills can be shared for the common good
• Investigate and document potential serial issues
• Assist R+D department in product specification and development when necessary.
• Meet regularly to discuss tech support issues
• Document/record activities within the company CRM

Role Requirements Are:

• At Minimum a Matric/NQF4 equivalent plus one or more of the following:
• Electrical qualification, wireman's licence highly advantageous
• Technical support background and experience of at least 1-2 yrs in electrical/power and critical reserve power environment e.g. UPS, hybrid inverters etc
• Other relevant diploma
• Driver's licence and own vehicle

Key Personal Attributes:

• Computer literacy highly Computer literate and comfortable with basic technical aspects of common operating systems with Microsoft Office general excellence
• Competent Professional business written and verbal communications skills. The ability to express yourself clearly and effectively within the company.
• An ability to provide excellent customer service - Service focus by responding to Internal customers needs by doing it right the first time.
• Excellent time management, organizational, and follow-through skills. Disciplined Approach by being Punctual, Strong Attendance Record, getting back to customers, suppliers, and internal staff, and returning calls.
• Attention to detail while maintaining the ability to see the implications for the bigger picture
• An ability to respond quickly and accurately to requests
• A creative outlook with a problem-solving attitude.
• Self-motivated - Meet and exceed all that is required of you in your job.