Service & Support Engineer

Technical Support Team Manager

This role is responsible for managing a team on and off site that attends to day-to-day technical inquiries within the division, and ensure that all sales staff and customer technical tickets are serviced and closed. The ultimate aim is to ensure adequate technical skills are available within the branch to support our customers in after-sales service.

Role Responsibilities

• 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 system design
• 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

• 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 3-5 yrs in similar environment e.g. Renewables/Solar etc.
• Technical Field support experience e.g. experience with PV systems, communications such as CAN bus and RS485
• Engineering experience as well as commercial site experience
• Experience managing a team in a similar environment
• Other relevant diploma (eg: renewable energy) advantageous
• 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.