Job Description:
Deliver first-level technical support to clients
Assess issues and escalate to second-level support when needed
Conduct technical troubleshooting and corrective actions via remote access or phone
Perform software installations and upgrades remotely
Utilize augmented reality (AR) technology when applicable
Create service reports and log service tasks in the ticketing system
Offer remote support to on-site Service Technicians with device installation, commissioning, and technical queries
Provide technical assistance to Key Account clients as needed
Carry out on-site repairs, installations, and off-site troubleshooting and support
Perform preventative maintenance and repairs on food processing, retail & industrial scales, weigh-price labelling, and inspection systems
Manage spare parts inventory in the service department
Actively promote and sell service products and solutions
Skills & Experience:
Hands-on experience in repairing and installing PC-based devices or processor-controlled equipment, such as weigh-price labelling systems, inspection systems, and industrial scales
Strong understanding of operating systems and network technology
Solid knowledge of electronics and basic mechanical principles
Ability to read wiring diagrams, schematics, and spare part breakdowns
Familiar with TCP/IP connections and various system bus protocols
Confident, with the ability to perform well under pressure, show initiative, and demonstrate strong organizational skills
Dependable and professional in customer interactions
Eager to continue learning and growing through ongoing training after a thorough onboarding process
Customer-oriented and self-motivated
Strong analytical skills for troubleshooting and diagnostics
NRCS verification officer/repairer certification (preferred)
Minimum requirements
Associate degree or equivalent training as a communications Technician or IT Specialist in Electronics/Electrical Engineering
Experience as a Technical Customer Service Agent
Only South African Residents or individuals with a relevant South African work permit will be considered.
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