Mechanical Engineer: Customer Support

SUMMARY:
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POSITION INFO:

Our client designs, builds and certifies hazardous area enclosures and equipment. They are based in the United Kingdom, but this role will be based in Century City, Cape Town. Working hours: 10:00 – 18:30.

For the position you would be required to have:

• B. Eng/ B. Sc/ B. Tech in Mechanical Engineering
• Understanding of ITIL service management principles is helpful
• Experience with Knowledge Centred Support (KCS) practices is desirable
• 5+ years of experience in technical support, customer service engineering, or a similar role in an industrial or technical domain
• Documentation and process mapping skills
• Strong engineering background with ability to understand and troubleshoot product range (purge and pressurization systems)
• Proficiency in diagnosing both hardware and software issues is required
• Sound experience of pressure regulators, pneumatics, etc
• Occasional travel to customer sites may be required for on-site troubleshooting or relationship building

Responsibilities would include you to:

• Develop Customer Support Centre, ensuring high-quality technical support to customers, and building the processes and infrastructure needed
• Serve as an advocate for customers by ensuring their needs and issues are understood and addressed with urgency.
• Foster a collaborative learning-oriented team culture.
• While this is an individual contributor role, the Senior Engineer will often informally lead the support team, especially as the function grows.
• Front line expert for resolving complex customer technical queries
• Hands on troubleshooting and customer assistance,
• Ensure prompt accurate resolutions to maintain high customer satisfaction
• Manage critical customer situations such as major system downtime by leading the package of work inside the company to resolution
• Ensure customers are kept informed of progress at regular intervals
• Act as the primary escalation point for complex issues
• Co-ordinate with Engineering or other internal departments for solutions as needed at any stage of the order lifecycle, whether that be pre-sales or after product delivery.
• Creating and maintaining a comprehensive technical knowledge database
• Ensure all documentation is clear, up to date and easily accessible.
• Train team members to improve skill flexibility targets of three people able to complete each job function.

Package up to around R88k per month

Please apply online or contact Jan van Dyk on 021 – 531 2015 for more information