Purpose of this Role:
To proactively manage customer interactions—both potential and existing—by providing exceptional support to the company’s sales and service functions. This role involves assisting with in-house engineering tasks related to product, process, and software enhancements.
Additionally, it includes conducting product demonstrations, trials, installations, commissioning, maintenance, and troubleshooting at client sites as needed.
The role also focuses on routine and corrective remote calibration of analysers.
Responsibilities extend to delivering presentations, generating reports, and performing data analysis to drive continuous improvement and customer satisfaction
Education and Experience required:
- B. Eng. Electronic or B. Eng. Mechatronic
- Linux Operating Systems, Bash Scripting, proficient in Excel, contract management, project management
- Minimum of 2 years in Electronic fault finding and improvements, Software development (Python, Pascal, C), Linux Systems, Engineering Support, and proven work experience on mineral processing plants.
- Fluency in English and one/more local/regional languages will be an added advantage.
Responsibilities:
Engineering (Hardware)
- Hardware maintenance
- Fault finding on instruments
- Repair/replace components as needed
- Test repairs to confirm error resolution
- Create hardware solutions to problems
Engineering (Software)
- Software maintenance
- Troubleshoot and bug-fix observed issues
Manufacturing
- Set up required software
- Assist with ad-hoc queries
- Source components where applicable
- Complete set up documentation as part of the QC process
- Assist with integrating new components
Product Improvement
- Assist with product and system improvement projects
- Identify potential product and system improvements
- Implement, test and roll-out software related improvements
Commercial
- Enhancing customer experience and driving business growth
- Support sales efforts by aligning customer requirements with product offerings and service capabilities, conducting product demonstrations and technical presentations
- Ensure all customer-facing documentation and reports are accurate, professional, and aligned with company objectives.
General Client Support
- Provide ongoing and ad hoc support to clients and subsidiaries.
- Maintain client relationships through proper communication
- Take responsibility for client issues by managing collaborative problem resolution
- Ownership of calibration and performance for multiple clients
- Support the renewal of Product Support Services (PSS) contracts by providing technical input and performance feedback.
Overall client satisfaction
- Assist in developing client references and case studies by capturing successful project outcomes, demonstrating value delivered, and strengthening overall client satisfaction and confidence
