Technical Support Specialist

PURPOSE OF POSITION

• The technical support specialist is after sales role for Mining division and responsible to drive operational excellence by delivering end to end technical support (Remote and on-site) to the channel partners, end customers and internal teams within agreed parameters across the complete GVR product portfolio including hardware equipment and software solutions.

KEY RESPONSIBILITIES

• Provide remote and on site support for the technical teams, contractors, distributions and customer with full issue analytics, root cause analysis, resolution and documentation of any identified technical issues
• Ensure all service requests are logged for tracking & reporting purposes.
• Track and update all the calls on ticket logging system.
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal team
• Track, compile and report out the SLA stats on a weekly basis.
• Daily management, tracking and monitoring for all the reported issues
• Work closely with internal and external teams to track & resolve the tickets
• Conduct technical trainings for internal and external teams on product portfolio including software application and hardware equipments
• Develop training material and content for technical trainings to ensure effectiveness of the trainings
• Conduct quality audits and on spot checks for the sites installed by internal teams or contractors and document all the findings to ensure the installation quality as per the recommended guidelines and standards
• Taking ownership of reported issues and seeing problems through to resolution 
• Collaborating with cross-functional teams to support product rollouts.

Education/achievements     

• Degree in Electronics or Electronics & Comm or Electro-Mechanical Engineering.
• Proficiency in SQL and MS Office
• Good understanding of electronic and mechanical equipments/ components
• Good understanding of databases

Experience/Knowledge    

• 5 years’ experience in a similar role
• A high level of technical skillset with ability to grasp new and complex technologies
• Sound understanding of electronic and mechanical controls & operations
• High level of computer literacy.
• Strategic mindset with strong analytical and logical reasoning capabilities
• Ability to comprehend processes, and logically solve problems
• Excellent communication skills, both written and verbal
• Prior experience on mining operations
• Product knowledge on pumps, EMR4, site controllers.

Specific Skills

• A technical person with the ability to convey technical solutions and materials to groups and individuals in a manner that promotes issue resolution.
• Ability to work under pressure and adhere to deadlines in a fast-paced environment
• High attention to detail
• Excellent time management, organization, and planning skills are essential
• Ability to excel in collaborative and cross-functional environment
• Able to prioritise based on the importance of the task at hand
• Take ownership to drive results