Product Support Specialist - JHB at Komatsu Mining

The primary objectives of this role are:

• First point of contact for support tickets created by our customers.
• Work with regional support teams and Customers to troubleshoot, diagnose and resolve or further escalate support tickets.
• Reducing the quantity of support tickets by providing specialist services for the diagnosis and resolution of support tickets.
• Providing in office and onsite support to ensure the successful configuration and validation of product installations/deployments. This includes new deployments on mobile mining equipment, servers and office computers, validation of existing deployments, addition of new modules, and system updates.

Job Duties and Responsibilities

Create / Modify functionality    

• Determine most efficient way to create functionality
• Meet customer requirements
• Document the functionality properly Install functionality on-site with a minimum of client disruption
• Properly use ticketing system to track ticket status

Repair functionality        

• Successfully connect to client site to verify and reproduce the problem
• Diagnose root cause of problems
• Complete repairs within SLA timeframes
• Get system to function properly as quickly as possible

Customer Support    

• Provide technical customer support through task assigned processes using code changes, updates, testing and QA methods to ensure product functionality
• Write FORMS reports based on customer requirements
• Write shell scripts
• Open support ticket whenever the issue requires action, code changes or consumes more than 30 minutes of support time
• Complete all required fields in tickets properly Successfully support clients for the local region and for other regions through the Follow-The-Sun initiative

Perform Quality Control    

• Test quality of produced code to make sure it is error free
• Ensure code meets all specified requirements
• Ensure all required documentation has been generated and meets quality standards
• Provide actionable feedback to code author when quality does not meet standards

 Mentor and Train Team Members    

• Coaches newer Project Engineers on support procedures, product functionality, customer requirements.
• Is accessible to newer Project Engineers as needed during support calls
• Provides constructive feedback to other team members to encourage learning and performance improvement

Travel Requirements

• Domestic Travel Required: 40 %
• International Travel Required:10 %

Required Skills

• At least 3 - 5 years’ experience
• Proficiency in computer coding, troubleshooting and testing
• Customer service experience - Ability to clearly communicate technical information verbally and in writing to both technical and non-technical audiences.
• Exposure to SQL or similar database
• Proficiency in at least one high-level programming language (C, .NET, Java, etc.)
• Fluency in reading, writing and speaking English and one other major language is a plus.
• Proven track record as a Senior Product Support Specialist (or similar)
• Competency managing the after-hours support phone
• Excellent time management with ability to balance multiple priorities in an organized manner.
• Experience with cloud providers (Azure is preferred)

Desired Skills

• Previous experience working in the mining industry.
• Experience with Cloud Providers Azure or Microsoft IoT Edge and IoT Hub.
• Experience with production-grade storage solutions for Kubernetes.
• Windows Server and SQL Administration
• Linux command-line proficiency, package management, understanding of filesystems and file permissions, shell scripting, system and service management, networking, security, system performance monitoring.
• Knowledge of reporting platforms (SSRS, Power BI)