Product Support Specialist at AECI Limited

Job description

This Product Support Specialist who will be based at AECI's subsidiary company, DetNet, will be responsible to support DetNet electronic products business globally to both Channel partners, support the electronic detonator business activities in the surface and underground mining sectors, ensuring maximum market penetration of Channel partner electronic detonators and provide necessary training material and World Class training to channel trainers to ensure quality and transfer of knowledge.

Required outputs: Functional

• Manage multiple tasks simultaneously and effectively prioritise and execute tasks in a high pressure environment.
• Ability to communicate technical/ complex information both verbally and in writing.
• Maintain a high level of mining knowledge on all different types of mining methods and applications.
• Provide support during non-standard business hours and will be on call 24 hours a day, 7 days a week as needed or as scheduled.
• Develop training material content and the update of documents to ensure it reflects latest changes.
• Identify and follow through on leads associated with additional work projects and change requests that have been approved.
• Maintain measurement of Customer Satisfaction Index on user, channel and internal and manage team to ensure continuous DetNet brand status is maintained both internally and channel partners.
• Keep abreast of new mining and competitor developments globally.
• Manage technical support team activities effectively.
• Ensure that personnel and direct reports meet and maintain the appropriate training, qualifications and certification requirements as applicable.
• Continuous selling of DetNet image and product benefits to channels and customers.
• Market technical capability and value add of DetNet products.

Requirements

Qualifications and expertise required (Must)

• Mining or Electronics Diploma/ Degree or equivalent.
• 5 Years’ experience in mining or explosives or in related industry.
• Explosive Engineers qualification or post-graduate business qualification would be advantageous.
• Must be medically fit to obtain a Red Ticket.
• Specific experience required
• Must have a recognised Training Qualification that encompasses needs analysis, course development, presentation, evaluation and follow up at an Assessors level.
• Must have sufficient technical, mining and practical knowledge to influence the design of customer fit products.

Personal Attributes

Competencies (skills, knowledge and characteristics)

• Strong and proven customer relationships and interfaces
• Communication skills
• High level of self-management
• Report writing skills
• Attention to detail
• Strong analytical skills
• Problem solving skills
• Proven commercial, operations and people skills