Support Technician - Benoni at H Systems (Pty) Ltd

JOB PURPOSE

The core purpose of the role is to provide technical support and training to customers.

KEY PERFORMANCE AREAS

• System Administration & Support.
• Technical Support.
• SHEQ Integrated Management System control.

MAIN RESPONSIBILITIES 

SYSTEM ADMINISTRATION & SUPPORT

• Compile cutting list on Fenestration Design Software System.
• Compile material lists on Fenestration Design Software System.
• Updating of machinery maintenance checklists and records.
• Report manufacturing issues, cutting list problems or software/manual related mistakes back to the technical department for rectification with software suppliers or the relevant internal department.
• Offer first line Fenestration Design Software System support to customers.
• Assist with Fenestration Design Software System software support to customers.

TECHNICAL SUPPORT

• Training customers on fabrication, assembly and installation of systems and operation of punch tools.
• Printing and binding of training materials, ensuring the customers have the correct manuals and literature required when manufacturing our systems.
• Traveling to all branches, as per requirements to offer training to clients in remote areas.
• Offering training of installation and not only manufacturing of systems, visiting sites to ensure the installation of systems had been done correctly, upon request only.
• Control all punch tools in the business.
• Check the working functions of punch tools returned to ensure no damages occurred whilst on customer sites.
• Ensure the punch tools go for maintenance, should maintenance be required.
• Liaising with service supplier and making arrangements for collection and delivery, also testing that the maintenance had been performed and the tool operates adequately.
• Ensure quality checks and punch tool package completeness before sending out to customers. 
• Ensure punch tool agreement form is completed and keep records of all data. 
• Management of punch tool contracts and tracking of allocations.
• Provide technical product advice to customers relating to quotation request.
• Provide accurate technical support to internal- and external stakeholders, including troubleshooting, analysis etc.
• Visiting site to problem solve issues, leaks, or malfunctions of systems
• Operating a company vehicle to deliver or collect punch tools or hardware items to clients or when enroute to customer training sessions.
• Comply with all traffic laws and follow safe driving practices while operating a company vehicle.
• Ensure the Training Centre maintains a clean, tidy, and sanitary appearance always. 
• Perform cleaning tasks such as sweeping floors, dusting surfaces, removing debris.
• Joining of Bi-coloured Aliplast profiles on the Isomat machine. 
• Following instructions, drawings, and acute tolerances to avoid damage to the profiles and ensuring the desirable results.
• Manufacturing new R&D developments and ensuring the functionality of new developments.
• Comprehending the design of the system, enabling the possibility of future training to customers on the new systems.

SHEQ INTEGRATED MANAGEMENT SYSTEM CONTROL

• Ensure adherence to the OHS Act.
• Participate in any Integrated Management System activities as required. 
• Identify and report opportunities for improvement, Non-Conformances, and Incidents in area of responsibility.
• Ensure adherence to all company policies and procedures. 
• Always maintain a high level of customer service levels standards.
• Management of training centre safety inductions for visitors.
• Presentation of toolbox talks relevant to the training centre and employees making use of the facilities.
• Complete Health and Safety inspections for the Training Centre, as required. 

REQUIREMENTS

QUALIFICATIONS

• Grade 12 with at least 1 or 2 additional short course certifications.
• Valid Drivers’ license.

EXPERIENCE

•  Relevant experience in a similar position.

KNOWLEDGE REQUIREMENTS

• Computer literacy with Proficiency in MS Office at an intermediate level.
• Knowledge of AAAMSA and SAGGA regulations.
• Proficient in Fenestration Design Software and Estimating Systems.
• In-depth product knowledge, including their features, functionalities, and potential troubleshooting points.
• Awareness and understanding of relevant ISO Standard requirements.

SKILL REQUIREMENTS

• Technically proficient with the ability to read and understand architectural drawing and solve complex technical queries.
• Effective analytical and problem-solving skills, to identify customer challenges and offer suitable solutions.
• Key Accounts Management, with the ability to build rapport and maintain positive relationships with clients.
• Excellent verbal and written communication skills to effectively engage with clients, understand their needs, and articulate the value proposition of the product being trained.