Customer Support Technician TopFloor Limited

Our client, in the Mining Equipment Service industry, is seeking a reliable Customer Support Technician to join their team. The ideal candidate should have a strong background in proactively working individually and as part of a team to assemble and commission the complete range of the company’s Projects and Products as directed by the Service Superintendent.

Key Tasks and Responsibilities

• The Customer Support Technician will be the central point of contact for service requests and will be 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 personnel and will act in a manner to further improvement of the culture of teamwork and cohesiveness.
• International and domestic travel will be required with an expectation that a range of negotiated site travel days be achieved. The range envisaged is somewhere between 80 to 150 days which 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 are also an important requirement.
• Assembly and commissioning of the company’s range of Relining Technologies and associated products and options.
• Understanding of and compliance with company Workplace Health, Safety and Environment Policies.
  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 chaperoning the company’s range of
  supplied equipment.

Servicing of Company’s Mill Relining Technologies

• Commissioning, repair, maintenance and monitoring of the company
  suite of technologies at mine sites.
• Training of mine site personnel in the effective utilization of the
  company’s suite of technologies.
• Fault finding skills coupled with the ability to efficiently resolve problems
  in a manner appropriate to the particular situation.
• Ensure all issued Technical Bulletins have been implemented, or, coordinate information to site ensure the necessary follow up is performed.
• 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 the 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 the company for the supply and delivery of these spare parts.

Sales Support of the Company’s Mill Relining Technologies and associated products and options

• At the direction of the Service Superintendent provide some sales support to the company’s customer base

Desired Skills, Qualifications and Experience:

• Should have Bachelor’s Degree in engineering and possess a qualification in Mechanic, Crane Technician, Diesel Technician or Mining Equipment Technician.
• Should have at least 4 years’ experience.
• Should have knowledge of and a wide range of contacts within the mining industry.
• Must possess well developed computer skills specifically in relation to the use of the Microsoft Office suite of software and email.
• Should have knowledge of and experience with the maintenance programs of grinding mills, and in particular relining.
• Must have well developed communication skills and presentation to represent the company at various levels at mine sites and other organizations as required.
• Must be able to effectively manage time to ensure sufficient and effective customer contact, particularly in regard to the company’s global market.
• Must have 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.
• Must pay attention to detail with respect to paperwork processing.
• Must be in possession of a current “C” Class Driver’s License or equivalent.
• Must be in possession (or ability to possess) of an unrestricted, international Driver’s License