The Technical Training Facilitator provides training and technical support for our comprehensive range of fire detection, suppression, and control equipment to new and existing clients throughout Sub-Saharan Africa. As the Technical Training Facilitator, you must build customer trust by providing professional and accurate training sessions and technical support.
PRIMARY RESPONSIBILITIES
- Design, develop, and deliver both theoretical and practical training courses on Technoswitch products, focusing on fire detection, suppression, and control systems.
- Ensure training content meets the requirements of South African National Standards (SANS), SAQCC, and QCTO, as well as Technoswitch’s internal standards of excellence.
- Conduct training sessions for customers, partners, and internal teams, ensuring participants gain a solid understanding of product features, installation procedures, and troubleshooting techniques.
- Evaluate the effectiveness of training programs through participant feedback and performance assessments, making adjustments to improve learning outcomes.
- Stay current with industry regulations, standards, and best practices to ensure training content is always up to date and compliant with local and international fire safety standards.
- Provide ongoing support and guidance to trainees after courses, helping to reinforce key learning points and ensure successful application in the field.
- Prepare and maintain training materials such as presentations, manuals, and online resources, ensuring they are clear, accurate, and accessible.
- Monitor and report on trainees’ progress, providing feedback to management and suggesting areas for further development.
- Travel as needed to deliver training at customer sites or events in the South African and African regions.
SECONDARY RESPONSIBILITIES
Technical Support Responsibilities
- Provide expert technical support to customers and internal staff regarding Technoswitch’s fire detection, suppression, and control equipment range.
- Troubleshoot and resolve technical issues related to product functionality, installation, and maintenance.
- Respond promptly and effectively to technical queries from customers, ensuring timely resolution via phone, email, or remote support.
- Collaborate with engineering and product teams to escalate and resolve complex technical issues, ensuring the highest level of customer satisfaction.
- Maintain and update technical documentation, including product manuals, troubleshooting guides, software etc.
- Assist in the development of new solutions for recurring technical issues and identify areas for product improvement based on customer feedback.
- Stay updated on industry trends, new technologies, and Technoswitch product innovations to provide cutting-edge support.
- Occasionally travel to customer sites for on-site troubleshooting, installations, or technical support, as required.
GENERAL RESPONSIBILITIES
- Collaborate with cross-functional teams (including Sales, Engineering, and Product Management) to integrate technical support and training initiatives successfully.
- Contribute to creating and improving user manuals, FAQs, and other self-help resources, empowering customers and staff to troubleshoot and resolve issues independently.
- Assist with product demonstrations and provide technical support during product launches, exhibitions, and customer events.
- Participate in continuous professional development to stay current on industry trends, fire safety technologies, and regulatory changes.
- Ensure that all company policies and procedures are followed.
- Assist with tasks related to the company operations that might fall outside the indicated duties and responsibilities.
QUALIFICATIONS & EXPERIENCE
Education
- N3 Certificate, Diploma or equivalent NQF level qualification in Electronics, Electrical, Fire Safety, Information Technology, or a related technical field (preferred).
- Relevant certifications in technical support, training facilitation, or fire safety systems are advantageous.
- Document: JD Technical Training Facilitator 20241204 E & OE 2 of 2
Experience
- At least 2-3 years of experience in technical support or a similar technical role, preferably in the fire detection, suppression, or control equipment sector.
- Experience designing, delivering, and assessing technical training programs.
- Familiarity with fire safety industry standards, particularly those relevant to fire detection and suppression systems, will be advantageous.
- Experience working with ISO 9001:2015 quality management systems is a plus.
- Strong troubleshooting and problem-solving skills in technical environments.
- Excellent verbal and written communication skills, with the ability to clearly explain complex technical information.
- Proficiency with training tools, presentation software, and learning management systems (LMS).
- Strong organisational skills with the ability to manage multiple tasks and deadlines.
- Ability to work independently as well as part of a cross-functional team.
- Detail-oriented and focused on delivering high-quality technical support and training.
- Passionate about providing superior customer service and training.
- Strong interpersonal skills with the ability to engage and motivate a diverse audience.
- Patient, empathetic, and able to remain calm and professional in high-pressure situations.
- Highly motivated, proactive, and results-driven.
- A lifelong learner who is committed to staying up to date with industry trends and advancements.
REPORTING
LOCATION
This position is based at our Johannesburg office: Cussonia Park, 3 Ridge Road, Laser Park, Johannesburg, 2170
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