Technical Service Support

We are a fast growing and innovative company with a mission to lead the transformation into a more digital and sustainable tomorrow. We are Normet, a courageous, committed and caring company where everyone has courage to shine. Job Description - Technical Service Support Job Title: Normet Africa-Technical Service Support Department: Service Reporting to: Engineering Manager Key Relationships: Customers, Employees, Global teams interactions HSEQ. A Technical Service Support person at Normet Africa will be responsible for providing technical support and expertise for our products to customers by capturing and distributing relevant data on equipment. Work closely with Quality department to rectify warranty processes for the region and ensuring a seamless approach to workshop processes. RESPONSIBLITIES

• Provide general support for warranty to all customers, including warranty processing, claim handling & troubleshooting, as well as KPI reporting.
• Implement HO warranty processing guidelines and support customers in process-related queries.
• Responsible for assisting customers with technical issues or questions relating to Normet equipment.
• Duties include taking phone calls from customers or communicating with them through messaging platforms, helping customers diagnose technical issues over the phone.
• Providing Quotes to customers in both Service and workshop environment
• Support technical bulletins to customers and keeping a record of these
• Manage the SmartCare system
• Gathers, cleans, and studies data sets both internal and from customers to help solve problems. Generating of recommended spares lists etc.

QUALIFICATIONS AND EXPERIENCE

• Matric / Grade 12
• National Diploma in Engineering or equivalent
• Preferably a minimum 3 years of post studies work experience handling technical queries on Normet Equipment.

SKILLS AND COMPETENCIES

• Normet equipment knowledge
• Excellent written and verbal communication skills
• Ability to work in a fast-paced and high-pressure environment, multitasking effectively.
• Accuracy and attention to detail is vital.
• Proven experience in a technical support role, preferably in a customer-focused environment.
• Demonstrated knowledge of Data analysis.
• Proficiency in using help desk software and remote support tools.
• Knowledge of customer service principles and practices.
• Availability to work flexible schedules, including evenings, weekends, and holidays as required.
• Excellent organizational skills and attention to detail.

Come and share your courage to shine with us!

About Us

EVERYONE HAS COURAGE TO SHINE in a courageous, committed and caring company. We are NORMET, a passionate team of over 1,700 professionals with a global reach and a Nordic heart - on a mission to be Defining The Future Underground. Together with our customers, we have courage to lead the way in sustainable underground mining and tunnelling by building the safest places underground. We explore and deliver continuous improvement to underground construction and mining processes for increased safety, productivity and profitability. We are committed to solving the toughest challenges and to create lifetime value, while first and foremost caring for the welfare of people and the environment. Through our innovation, our own technologies and complete solutions, we are shining a light to the future of our industry. This is why we are trusted by our customers and growing fast: as the daring company who cares for every individual in our winning team, on our one and only planet.

Information :

• Company : Normet
• Position : Technical Service Support
• Location : Johannesburg, Gauteng
• Country : ZA