Scope of role

To provide a high level of technical support to all our customers in Africa. To continually innovate to ensure the team continually offers the best level of service in terms of services and equipment.

Main responsibilities

• Do installations and commissioning of all the Client’s radar models in Africa with the assistance of the support engineers.
• Offer complete slope stability monitoring solutions which includes hardware, software, support and services, through integration of different technological solutions at the Client.
• Provide basic and intermediate training to all customers.
• Provide remote and onsite support to all customers as required.
• Troubleshoot, diagnose and solve problems clients have with the systems.
• Perform system maintenance on all radar systems in African mines.
• Ensure that all client support requests are actioned.
• Assist with performing demos for all current and prospectus clients as requested.
• Deal with customers in an empathic and technically effective manner.
• Provide technical assistance as required for new client projects.
• To write Geotechnical reports according to clients’ requests as per the guidance of the support engineers
• To provide pre-sales support and technical input for product development, and product training to internal stakeholders
• To develop functional requirement specifications for products and to assist with competitor analysis activities
• Contribute to and as required, edit complete product documentation set.

Key skills and experience

• Fluent in French, with a sound knowledge of the DRC and the mining Industry there would be highly advantageous.
• Good analytical skills to diagnose problems quickly and excellent customer service skills.
• Excellent communication skills and sensitive to varying levels of technical competency in clients and the pressures clients may be under while working with malfunctioning equipment.
• Familiar with customer orientated environment.
• Knowledge of general network infrastructure and configuration.
• Ability to liaise with customers in an empathic and technically effective manner.
• Excellent communication skills with the ability to provide advice to non-technically aware customers.
• Ability to work well within a team as well as on own.

Key behaviours

• Bright, motivated and driven, with a thirst for digital knowledge.
• Business and customer focused.
• Dependability - Job requires being reliable, responsible, and dependable, and fulfilling obligations.
• Enjoy knowledge sharing and networking.
• Enthusiastic, analytical, creative, innovative, cooperative and confident.

Education

• A graduate with relevant Degree in (Mechanical Engineering, IT, Electrical Engineering, Mining Engineering) or equivalent combination of education.  Technical qualifications with suitable experience will also be applicable as this position will be very hands-on.

Experience / Skills / Attributes:

• Ability to gain knowledge and work with various radar technologies
• Experience working with generators and electronics
• Familiarity with current IT and industry specific trends
• Ability to rapidly acquire knowledge and experience on new technologies in order to use the knowledge to provide customer support and training
• Strong communication skills including the ability to communicate product information and technical concepts effectively to a non-technical audience
• Fluent working knowledge of Microsoft Office suite (Word, Excel, PowerPoint), and experience using CRM tools (e.g. Salesforce) is required
• Strong sense of urgency, responsibility and accountability
• Understands the product development and management lifecycle

Travel

• Flexible as the successful candidate would be required to sometimes work on weekends, and travel to different sites in Africa