Product Support Technician - Witbank, South Africa
As a global industry leader in dragline/shovel monitoring systems, the Pegasys and Argus Monitor is synonymous with quality and reliability. We are seeking an electrically qualified and experienced Product Support technician to join an award-winning company and a highly motivated team in Witbank, South Africa. Mineware is a Global Australian based company expanding in the South African market.
Reporting to the Global Operations Manager (Australia based), the successful candidate’s primary responsibilities will be providing field and remote product support services for MW Monitoring’s installed product base. You will also be a key point of contact between MW Monitoring and customer contacts for the purposes of coordination and delivery of all support related activities.
While this role resides directly within the MW Monitoring support function, the Product Support Technician is also a part of the global MineWare Support Team.
You responsibilities will include:
Managing and delivering 1st and 2nd level support services (both off and on site) for MW Monitoring’s products
Maintaining support tickets through their lifecycle in the internal service management system (ConnectWise). This includes receiving and logging support requests, undertaking problem diagnosis, resolution, and, if required, escalation to 3rd level support resources.
Maintaining strong, professional relationships with MW Monitoring’s customers and end users
Monitor installed products and associated systems for faults and respond appropriately to faults detected
Assisting the regional Technical Account Manager with the smooth and successful management of the customer relationship
Learning and maintain technical competence in MineWare / MW Monitoring products (training provided):
Acting as a key technical point of contact between MW Monitoring, the regional Technical Account Manager, and the client’s nominated site champion.
Coordinating any required sub-contractors activities both on and off site
Working on the afterhours support (on-call) roster in conjunction with global MineWare support team
If you want to be part this growing dynamic MineWare family, apply today by sending your resume to firstname.lastname@example.org