Product Support Specialist

Product Support - Underground Equipment.

Location : East Rand

Salary : R 58 000 – R 65 000 CTC Benefits : Provident and Pension Fund

Duties

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.

• 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

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