Service & Support Engineer

at  Rubicon

This role assists senior technicians and support engineers in attending to all day-to-day technical inquiries within the branch, and ensure that all sales staff and customer technical tickets are serviced and closed. The ultimate aim is to ensure adequate technical skills are available within the branch to support our customers in after-sales service.

ROLE RESPONSIBILITIES:

• Attend to customer technical support requests (received electronically or telephonically)
• Attend site in local, national, and potentially international locations to:
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• assist in commissioning new systems

• assist in the diagnosis of faulty equipment
• troubleshoot any other issues
• Assist senior support engineers in their support cases
• Assist sales consultants with technical inquiries around our products and systems
• Assist in troubleshooting faulty equipment
• Diagnose warranty claims
• Liaise with factories and suppliers on technical issues
• Assist in the creation of technical documentation for new products
• Regularly attend supplier training as designated
• Work closely with the other tech support staff around the country to:
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• Collaborate on improving systems

• Help resolve issues in other areas where skills can be shared for the common good
• Investigate and document potential serial issues
• Assist R+D department in product specification and development when necessary.
• Meet regularly to discuss tech support issues
• Document/record activities within the company CRM

ROLE REQUIREMENTS ARE:

• At Minimum a Matric/NQF4 equivalent plus one or more of the following:
• Electrical qualification, wireman’s licence highly advantageous
• Technical support background and experience of at least 1-2 yrs in electrical/power and critical reserve power environment e.g. UPS, hybrid inverters etc
• Other relevant diploma
• Driver’s licence and own vehicle