Senior Customer Support Technician X4

Position Customer Support Technician

Department COMPANY South Africa

Reports to Service Superintendent

Location Johannesburg, South Africa

Status Permanent full time

Hours of Work Highly variable, subject to travel and customer site requirements. Typically, twelve (12) hour days will be worked while on site.

Infrequently, this may also be exceeded while travelling to and from site.

The Customer Support Technician is responsible for proactively working individually and as part of a team to assemble and commission the complete range of COMPANY’s Projects and Products as directed by the Service Superintendent. The Customer Support Technician is the central point of contact for service requests and is responsible for the efficient commissioning, repair, maintenance and training on COMPANY Equipment range. Spare Parts sales for existing COMPANY customers is also an integral part of this role. The Customer Support Technician will also participate in training and motivation provided to all COMPANY South Africa personnel and will act in a manner to improve the culture of teamwork further and cohesiveness. International and domestic travel is required with an expectation that a range of negotiated site travel days will be achieved. The range envisaged is somewhere between 80 to 150 days will be spent travelling to, working on and travelling from customer sites. Additional days in attendance at COMPANY offices compiling recommendation of spare parts sales and their follow up as detailed in the company folder are also an important requirement.

RESPONSIBILITIES & DUTIES

Key Result Areas

• Assembly and commissioning of COMPANY’s range of Relining Technologies and associated products and options.
  
• Commissioning, repair, maintenance, training and monitoring of COMPANY equipment at mine sites in Rest Africa and South Africa
  
• Sales support of COMPANY’s Mill Relining Technologies and associated products and options
  
• Understanding of and compliance with COMPANY Workplace Health, Safety & Environment Policies
  

Supervision Responsibilities

This position has no direct supervisory responsibilities.

The specific tasks required of (but not limited to) the Customer Support Technician include:

• Work Based Training And Assembly
  work with the Service Superintendent to build a strong competency in, and ability to adapt to, a range of breakdown situations that will be encountered when servicing or maintaining COMPANY’s range of supplied equipment
  
• Servicing of COMPANY’s Mill Relining Technologies
  the commissioning, repair, maintenance and monitoring of the COMPANY suite of technologies at mine sites training of mine site personnel in the effective utilization of COMPANY’s suite of technologies fault finding skills coupled with the ability to efficiently resolve problems in a manner appropriate to the particular situation, is a large part of this role ensure all issued Technical Bulletins have been implemented, or, coordinate information to site ensure the necessary follow up is conducted. complete service module information update and check (hours of operation, hammer fires, scheduling of next service) ensure spare parts required on site for upcoming trips are in progress and on time.
  
• Work with warehouse dispatch personnel to expedite if required
  while on site, proactively ensure the customer’s needs are met. If this requires the purchase of spare parts on an emergency basis are purchased via credit card ensure a quote is provided and a purchase order is received from the customer provide assistance to the customer warehouse function to audit/identify spares stock at the site warehouse if requested by the customer working as an integral part of COMPANY’s Services & Site Maintenance team in a professional, proactive manner so as to ensure feedback and follow up to the customer occurs in a timely manner ensure the timely completion of timesheets, expenses and other administrative paperwork
  
• Spare Parts Sales for existing COMPANY customers
  in conjunction with the Service Superintendent, respond to existing customer requests for the sale of spare parts in conjunction with the Service Superintendent, co-ordinate with COMPANY the supply and delivery of these spare parts
  
• Sales support of COMPANY’s Mill Relining Technologies and associated products and options
  at the direction of the Service Superintendent provide some sales support to COMPANY’s customer base
  
  

• Proactively work individually and as part of a team to service and commission the complete range of COMPANY’s Projects and Products as directed by the Service
  
• Superintendent on time with a high regard to quality to ensure the achievement of production schedules. If this is not possible, advise the relevant
  
• Coordinator on time. This will be measured by feedback from the Service Superintendent.
  
• Encourage and maintain a customer service philosophy within the COMPANY South Africa team to the wider COMPANY group. A specific example of this KPI is to ensure that you understand you are part of a service-orientated department providing assistance to internal and external customers. This will be measured by feedback from the Service Superintendent and external customers.
  
• Through attention to detail, maintain an exceptional level of quality in all work completed. This will be measured by the number of errors and through feedback provided by the Service Superintendent.
  
• Maintain functional & productive working relationships with all COMPANY staff. These will be measured by feedback from COMPANY South Africa team members and other COMPANY personnel.
  
• Display professionalism and effectiveness in service and sales in a manner that consistently satisfies both COMPANY’s and our customer’s expectations. This is measured by periodical assessment by the Service Superintendent with customer feedback and repeat business as the indicators of success in meeting this KPI.
  
• Constantly submit ideas and customer suggestions for improvements into COMPANY’s Request Management Systems (eg. Ideas, ECR) and proactively follow these through to resolution. This is measured by the number of suggestions successfully implemented and feedback will be provided by the Service Superintendent, Product
  
• Development Manager and other management team members as appropriate.
  
• Continually look to improve resource requirements & advise the Service
  
• Superintendent of inefficiencies as they are encountered and work toward continuous improvements of procurement systems and processes within the wider Ax context, that best serve COMPANY’s manufacturing focused business.
  
• Participate proactively in COMPANY’s Lean manufacturing philosophy and ISO systems framework.

Requirements

DESIRED SKILLS, QUALIFICATIONS AND EXPERIENCE

(R) - Required / (D) - Desirable (training could be provided)

• Journeyman Mechanic, Journeyman Crane Technician, Journeyman Diesel Technician or similar trade qualification (R)
  
• Knowledge of and a wide range of contacts within the hard rock mining industry (D)
  
• Well developed computer skills specifically in relation to the use of the Microsoft Office suite of software and email (R)
  
• Knowledge of and experience with the maintenance programs of grinding mills, and in particular relining (D)
  
• Tertiary qualification in engineering or a mining industry related discipline would be well regarded however (D)
  
• Well-developed communication skills and presentation to represent COMPANY at various levels at mine sites and other organizations as required (R)
  
• Effective time management to ensure sufficient and effective customer contact, particularly in regard to COMPANY’s global market (R)
  
• The ability to undergo and satisfy all site requirements with respect to health/medical requirements and the provision of personal records as required by individual customer sites (R)
  
• Attention to detail with respect to paperwork processing (R)
  
• Possession of a current “C” Class Driver’s License or South African equivalent
  
• Possession (or ability to possess) of an unrestricted, international Driver’s License
  

Benefits